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Sumit Suman
@sumit_suman21
Customer Support Operations Technical Support Specialist
India
English, Hindi
About me
I am a results-driven Customer Support and Technical Support Professional with over 8 years of experience in customer operations, technical troubleshooting, and service delivery management. I specialize in incident resolution, SLA compliance, and managing escalations across voice, email, and remote support channels to ensure high-quality customer experiences.
Skills
Sumit Suman
Offline •
Average response time: 1 hour
See my services
Technical Support
I will be your virtual assistant and customer support executive
Portfolio
Work experience
system integration specialist
NTT DATA • Full-time
Mar 2015 - Apr 2024 • 9 yrs 1 mo
Results-driven Customer Support & Technical Operations professional with 10+ years of enterprise experience managing high-volume support environments for global B2B and enterprise clients. Proven track record in escalation management, major incident resolution, SLA/OLA governance, and driving measurable improvements in CSAT and first-call resolution (FCR). Experienced in leading multi-shift teams, coordinating cross-functional stakeholders, and implementing process improvements that reduce ticket backlog and resolution time. Adept at ITSM tools (ServiceNow) and delivering support excellence across IT infrastructure, M365, and cloud environments.
