Suvankar Shubhank Deb

About Suvankar Shubhank Deb

Happy to contribute about work-related discussions, extend my knowledge and experience to organizations which gives me opportunity to outperform, outshine, go above and beyond, have a strong leadership position and grow along.BGV, drug test and medical cleared conducted by Equifax (one of the top 3 credit bureau organizations)Industries served- IT and ITes, BPO, Airlines (worked with the best in the skies- Qatar Airways)*Presently I am working as a SOC Analyst, Cyber-security with UST-Global, roles and responsibilities include- Patching servers through manual and automated approach on a daily and monthly basis. Creating reports for Security Posture dashboard and remediating Agent troubleshooting on various servers: Prod, UAT, FTP, DR, etc. Validation of server image and environment Workaround planning on In-SLA and Out-SLA vulnerabilities Working on ServiceNow tickets to resolve customer issues PagerDuty alert and call tree management Working on server decommission and server utility management, cleanup etc. Fetching logs from EDR, Network Infrastructure tools for real time monitoring Monitoring console URLs and Server dashboards from Datadog Monitoring Zero-day vulnerabilities/Suspicious activity in security dashboard. Working with internal teams and vendor for outage and high priority incidents Creating Security Posture reports on a daily basis and remediating agent issues on theservers. Actively looking for abroad onsite opportunities, sponsorship; hands-on GDS expertise- Amadeus and Sabre travel technology tools; Cyber-security enthusiast, humble human who emphasize work-life balance with hobbies like mindfulness, traveling, exploring different cultures and cuisines, music, sports, ecosystem sustainabilityIT skills- Windows Server 2012 administration, Linux beginner, Cloud Concepts for AWS, CompTIA A+(22•••01 and 22•••02) Certification, CompTIA IT Fundamentals (ITF+) Certification, Networking, Technical Troubleshooting, IT Service Management, Azure Active Directory, Citrix, Identity and Access Management, SailPoint, EPIC, Remote Assistance using tools like LogMeIn, Remote Control Viewer, Quick Assist, CyberArk, Access Management, NetIQ, Service Now tool, Incident Management, Pulse Secure, LCM, LAPS, McAfee Drive Encryption and recoveries, MFA, Intune, O365, Entrust, Cisco Jabber, Active Directories, Application Support, PowerShell.email address- s••••••••@gmail.com

Experience

1. Senior Customer Service Advisor

   Firstsource

   Apr 2025 — Present · Bengaluru, IN

   Handle complex customer inquiries via chat, offering prompt and accurate solutions-Resolve escalated issues that junior agents are unable to manage-Ensure customer satisfaction by maintaining a professional, empathetic, and efficient tone-Document interactions and maintain records in CRM or ticketing systems-Educate customers about products, services, and troubleshooting steps-Maintained an average Net Promoter Score (NPS) of 85+, reflecting high customer satisfaction-Achieved a first-contact resolution rate of 92%, consistently exceeding team targets-Contributed to a 15% increase in upsell conversions through tailored product recommendations during support chats-Maintained a Quality Assurance (QA) score of 95%+ based on chat accuracy, empathy, and process adherence-Recognized for delivering top-tier support while aligning with core KPIs and improving team metrics-Coach and mentor junior associates, helping them improve communication, problem-solving, and technical skills-Assist in onboarding and training of new chat support agents-Share best practices to improve team performance-Monitor chat queues to manage response times and workload balance-Provide feedback to improve scripts, workflows, or standard operating procedures (SOPs)-Collaborate with team leads or managers to identify patterns in customer issues or feedback-Review chat transcripts for quality assurance and provide coaching or feedback-Meet or exceed KPIs, such as First Response Time, Customer Satisfaction (CSAT), and Resolution Rate-Report recurring issues or bugs to the appropriate teams (tech, product, etc.).

Education

• BVFCL MODEL HIGH SCHOOL Namrup

  High School leaving Certificate

• Nagpur University

  Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering

  2012 — 2016

• kendriya vidyalaya, Namrup

  Senior Secondary Certificate, STEM