Shilpa Acharya

Having 3.4 years of successful experience in IT support currently working with Webshark webservices pvt ltd. Ability to handle Troubleshooting on IT related issues, establishing healthy & prolonged honest relations with Team Members. An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities.

Help desk at Webshark webservices (2025-03 – 2026-03)

• Generating Resolution to end users by troubleshooting of the IT issues faced.
• Worked on Team management, Asset management, and vendor co ordination
• Hands on experience on ticketing, windows issues
• Hands on experience in incident management and change management.
• Monitored and executed all end user calls related to IT Services.
• Worked on US voice with technical support, Exposure on remote support.
• Remote Support as per requirement through Team Viewer, VNC, Remote Desktop to solve Windows
• Hands on experience on Azure, Active directory, and SAP, Exposure on ServiceNow ticketing tool.
• Taking the user acknowledgement before closing the ticket ID.
• Troubleshooting, installing and configuring Mail Clients like MS-Outlook.
• Remote management through Team Viewer & Remote Desktop to solve Windows and Software issue.
• Managing the installation and configuration part of all standard Software as per the company Policy.
• Maintaining and configuring the LAN using Microsoft Operating System.
• The tickets and aligning the Engineer of Concerned Team to solve the issue encountered.
• Coordinating with engineer, as well as with user for the update of the call.
• Closing the ticket ID with the proper resolution method followed by engineer to troubleshoot the issue.
• Provided First Call

Remote support Executive at Sureworks Infotech Pvt Ltd (2024-05 – 2025-02)

Help desk Executive at Manipal Technologies (2022-12 – 2023-04)

BCA – Saint Mary's Syrian College Udupi (2020)

PUC – Viveka Pre –University College, Kota (2017)

SSC – Viveka Girls High School Kota (2015)