Tech Support Lead - Future soft India Pvt Ltd - Kolkata
(2024-04)
IT App/Cloud Tech Analyst - Accenture - Kolkata
(2022-03 - 2024-01)
Group: Information Technology Operations Group. Project Name-Premera Bluecross. Job Role description: Incident handling for failure alerts and technical cases. Providing support to Internal User with L2 troubleshooting for Outlook, Cisco, Avaya agent, Internet explorer, Software center, windows, SharePoint, Network drives, VPN, MS office etc.
- Currently working for PWC India as a system administrator.
- Delivered reliable support for all server-class systems.
- Set up, optimized and managed network equipment.
- Responded quickly to logged requests and incidents, achieving service KPIs.
- Worked with internal support teams, outsourced managed service providers and suppliers for comprehensive end-user setup and support.
- Improved and maintained existing IT processes and system documentation to create easy to use reference guides.
- Understood key systems in use, providing business-as-usual (BAU) IT support on day-to-day basis.
- Installed and maintained IT equipment and software to meet workflow requirements.
- Owned support tickets using IT management system Impulse for assigning and escalating.
- Implemented desk moves and changes to end-user technology such a monitors, laptops and other peripheral devices.
- Installed and configured various software and hardware for smooth-running systems operation.
- Utilised troubleshooting and fault-finding abilities to identify outages.
- Used exceptional communication abilities to provide clear staff training on complex new technologies.
- Updated hardware and software requirements to navigate system-wide changes, preventing backlogs and inefficiencies.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Other tasks include Onboarding, Offboarding and termination of user's account, Providing process training to New hires and chasing backlog with the team to prevent SLA Breaches.
- Leveraged client data and available insights to improve alignment of business priorities and utilization of resources.
- Received, assigned, resolved and escalated tech help desk requests and tickets.
- Promptly responded to and resolved staff issues within KPI timeframes.
- Managed busy support queue daily through prioritization and delegation of tasks.
- Logged service and support calls using internal company software.
- Recognized, documented and escalated IT problem trends, preventing commonly occurring issues.
- Autonomously managed workload and provided support for IT colleagues.
Senior Analyst - HCL Technologies - Bengaluru
(2021-05 - 2022-03)
Project Name-LinkedIn. Job Role description-Incident & Service Management as Technical Specialist. Provided L1 Tier support initially for 6 months to internal LinkedIn users Related to user account, VPN, MS Office license, SharePoint, Share folder, LinkedIn website troubleshooting related to access, settings etc. Main Tools: Service Now, Active Directory and Bomgar.
- Identified system performance issues, providing swift remedial action.
- Installed new hardware and software to meet system specifications and user needs.
- Kept detailed records of new installations and related licenses.
- Updated software for new functionality and improved security.
- Set up new workstations for users with proper cables, equipment and software.
- Resolved service user requests within target timeframes.
- Investigated reports of system errors to try to reproduce problems and trace faults.
Senior Associate - Wipro Technologies - Kolkata
(2016-12 - 2021-05)
Project Name-KLA Tencor. Job Role Description-Service Desk Management and operations. Main Tools-Service Now, Bomgar, Slack and Teams.
- Provided clear and concise step-by-step technical support to guide clients.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.
- Helped customers set up new systems, applications and software.
- Used remote access to navigate and link to customer computers.
- Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues.
- Kept computer hardware in excellent working condition through regular maintenance and inspections.
- Used support tickets to track and speed up incidents.
- Achieved excellent client satisfaction by delivering exceptional and attentive service.
