Sujay Rout

IT Service Desk and Technical Support Professional with approximately 2 years of experience in End User Support, Incident Management, User Access Management, and IT Operations. Experienced in troubleshooting hardware, software, Windows operating systems, Active Directory, Office 365, and network-related issues in SLA-driven environments. Skilled in ManageEngine ServiceDesk Plus, Endpoint Central, remote support, ticket lifecycle management, IT asset management, and ITIL-based service delivery.

Technical Support | IT Service Desk Engineer | End User Support - CMS IT Services Pvt. Ltd. - Kolkata, West Bengal

(2024-07)

• Provide technical and operational support for NICL's enterprise cybersecurity and IT service operations across the Head Office and Pan-India offices.
• Coordinate Incident, Change, and Service Request Management through ManageEngine ServiceDesk Plus, ensuring adherence to ITIL processes and contractual SLA commitments.
• Support cybersecurity operations by coordinating with SOC, Infrastructure, Network, and Information Security teams for incident response, vulnerability remediation, and implementation of security advisories.
• Diagnose and resolve hardware, Windows OS, application, email, and network-related issues while maintaining SLA and TAT compliance.
• Manage incidents and service requests through ManageEngine ServiceDesk Plus, maintaining accurate ticket documentation and resolution records.
• Perform Active Directory administration including user creation, user modification, password resets, account unlocks, and user access management.
• Manage endpoints using ManageEngine Endpoint Central, including software deployment, patch management, endpoint monitoring, and remote troubleshooting.
• Perform base tool installations, system configuration, and proxy configuration to maintain system readiness and operational continuity.
• Maintain detailed ticket logs, troubleshooting records, resolution documentation, and knowledge base articles to support consistent service delivery.
• Escalate unresolved incidents to L2/L3 support teams in accordance with defined ITIL processes and escalation procedures.

B.Tech - Computer Science & Engineering - Birbhum Institute of Engineering & Technology (MAKAUT) (2022 - 2025)

Diploma - Computer Science & Technology - Nalhati Government Polytechnic (WBSCTE) (2019 - 2022)

Higher Secondary (12th) - West Bengal Council of Higher Secondary Education (2016 - 2016)

Madhyamik (10th) - West Bengal Board of Secondary Education (2014 - 2014)