Abinas Pritiraj
ID: CCE460523
Abinas Pritiraj
ID: CCE460523
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Abinas Pritiraj
ID: CCE460523
About Abinas Pritiraj
3+ years of experience in Technical Support (L1/L2) managing global enterprise and SMB accounts with consistent 95%+ SLA adherence. • Resolved 50+ tickets daily with 90%+ First Contact Resolution and achieved zero escalations in high-value global motherboard (GCSN/CSDP) cases. • Reduced average resolution time by 30% through workflow optimization and cross-functional collaboration. • Mentored 5+ support specialists, improving team productivity by 25% and strengthening technical troubleshooting standards. • Improved case accuracy and reduced repeat ticket volume by 15–30% through knowledge base development and SOP implementation.
Employment History
2022
H
Hewlett-Packard
22nd Mar 2022 to Present
Senior technical support engineer
22nd Mar 2022 to Present
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Salary Hidden
Roles & Responsibility
Senior Technical Support Engineer – Technical Support Specialists
Lead the management and resolution of complex global GCSN (CSDP) motherboard-related cases, ensuring 100% SLA adherence and a 1-business-day TAT for high-value parts to enhance partner satisfaction. Drive zero escalations through proactive ownership and implement structured troubleshooting SOPs, reducing incorrect case processing by 30%. Collaborate cross-functionally with Field, Channel Delivery, and Operations teams to optimize workflows, decreasing delays by 20%. Act as the primary escalation point for advanced technical issues, achieving a 95%+ resolution rate within SLA. Mentor junior specialists to boost team efficiency by 25% and consistently reduce resolution times by 30%.
Skills
- All-Source Intelligence
- CRM
- Microsoft Office
- VMware vSphere
- Excel
- PowerBI
- Customer care
- Data Analysis Tools
- Dedication & Work Ethic
- Graphics Designer
- cdax
