Sourav Debnath

Operations Associate

Noida, Uttar Pradesh, India4 yrs 5 mos experience

Key Highlights

Expert in IT Service Management and Technical Support.
Strong background in UI/UX design with user-centric approach.
Proven track record in customer relationship building and upselling.

Stackforce AI infers this person is a versatile IT Support and UI/UX professional with a focus on customer-centric solutions.

Contact

Skills

Core Skills

It Service Management (servicenow)Incident Resolution & Sla ManagementTechnical SupportCustomer ServiceUi/ux DesignUser Experience DesignSalesCustomer Relationship Management

Other Skills

Active ListeningAdobe IllustratorAdobe PhotoshopAdobe XDAfter EffectsBusiness AnalysisCascading Style Sheets (CSS)Cold CallingCross-team CollaborationCustomer Follow-UpCustomer Relationship Management (CRM)Customer Service RepresentativesData AnalysisDesign PrinciplesDigital Mockup (DMU)

About

I’m an IT Support and Service Desk Analyst with a passion for solving problems, building strong client relationships, and delivering service that’s both fast and reliable. With experience spanning technical troubleshooting, customer support, and UI/UX design, I bring a blend of technical know-how and user-centric thinking to every challenge. Currently at HCLTech, I handle user calls and self-service tickets via ServiceNow for the Goodyear Tires project—focusing on reducing SLA breaches, maintaining quality, and ensuring smooth operations for end-users. Previously, I worked as a Technical Advisor at Concentrix supporting Comcast, combining tech support with upselling, and as a UI/UX Designer delivering intuitive, client-focused designs. I believe great support isn’t just about fixing issues—it’s about making people feel understood, valued, and empowered. My next career goal is to transition into Linux system administration—building expertise in Linux server management, shell scripting, and automation—while continuing to strengthen my foundation in IT operations and infrastructure. Core Strengths: IT Service Management (ServiceNow) Incident Resolution & SLA Management Client Relationship Building Cross-team Collaboration (Developers & QA) UI/UX Sensibility for User-Friendly Solutions

Experience

4 yrs 5 mos

Total Experience

10 mos

Average Tenure

1 yr 3 mos

Current Experience

Hcltech

Technical Analyst

Mar 2025 – Present · 1 yr 3 mos · Noida, Uttar Pradesh, India · Hybrid

Handle user calls and self-service tickets using ServiceNow, ensuring timely resolution and adherence to SLA targets.
Troubleshoot technical issues, guide users on IT policies, and escalate incidents as required.
Collaborate with cross-functional teams to reduce SLA breach time and maintain high service quality.
Track and resolve incidents with a focus on improving first-call resolution and customer satisfaction (CSAT).
Maintain detailed documentation of incidents and resolutions to support knowledge base improvements.

Service nowMicrosoft AzureOffice 365 AdministrationWindows OS ConfigurationDynamic Host Configuration Protocol (DHCP)Internet Protocol Suite (TCP/IP)+10

Concentrix

Technical Support Representative

Mar 2024 – Mar 2025 · 1 yr · Gurugram, Haryana, India · On-site

Provided exceptional customer service to Comcast customers, effectively addressing technical issues and inquiries related to internet, television, and phone services.
Assisted in upselling services and products, contributing to increased sales and customer retention through tailored recommendations based on individual needs.
Demonstrated strong problem-solving skills by diagnosing and resolving technical issues, resulting in improved customer satisfaction and reduced call resolution times.
Collaborated with team members to enhance support processes and share best practices, leading to a more efficient workflow.
Maintained up-to-date knowledge of Comcast products and services to provide accurate information and support to customers.

Technical SupportTelecommunication ServicesTroubleshootingCustomer Service RepresentativesBusiness AnalysisData Analysis+10

The potato studio

Product Designer

Oct 2022 – Jun 2023 · 8 mos · Bengaluru, Karnataka, India · Remote

I was responsible for the following:
Designing the user interfaces and user experience for software applications and websites.
Analyzing the user feedback and requirements to create wireframes and prototypes including all different kinds of micro interaction.
Collaboration with developers, product owners and project stakeholders to ensure UI/UX designs meet requirements.
Developing the UI mockups and prototypes that illustrate how sites/applications will look and function for the owners.
Research and evaluate emerging technologies and industry trends.
Developing and implementing user testing for the final products.
Responsible for creative responsive design and all assets related for the development of the project.

Interaction DesignWireframingUser-centered DesignUser Interface DesignUX ResearchUI/UX Design+1

Upwork

Freelance Designer

Nov 2021 – Oct 2022 · 11 mos · Remote

I was responsible for the following:
Creating intuitive user experiences by translating concepts into wireframes, mockups, and prototypes.
Assisting the client in creating a vision for their digital product by researching, conceptualizing, sketching, prototyping and user-testing.
Responsible for delivering wireframes, user stories, user journeys and mockups optimized for a variety of devices.
Responsible for creative responsive design and all assets related for the development of the project.
Responsible for creating prototypes and different kinds of micro interactions.

Interaction DesignWireframingUser Experience (UX)User Interface DesignUX ResearchUI/UX Design+1