Suman Biswas
Desktop support Engineer
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About
Results-driven Desktop Support Engineer with 2+ years of experience in L1/L2 IT Support and Service Desk operations in enterprise environments. Skilled in troubleshooting Windows systems, network issues, and Microsoft applications. Hands-on experience in Active Directory, VPN, DNS, DHCP, and ticketing tools like ServiceNow. Proven ability to handle high-volume tickets while maintaining SLA compliance and ensuring high user satisfaction.
Experience
Technical Relationship Executive – Technical Support at Teleperformance Global Business Pvt Ltd (2024-09 – 2025-08)
- Delivered L1/L2 technical support for hardware, software, and network-related issues
- Managed 20–30 tickets daily using ServiceNow while maintaining SLA compliance
- Administered Active Directory (user creation, password reset, access management)
- Troubleshot VPN, DNS, DHCP, LAN/WAN connectivity issues
- Configured and supported Microsoft Outlook (PST/OST, shared mailboxes)
- Provided remote support using RDP, TeamViewer, and other tools
- Identified recurring issues and implemented permanent solutions
Senior Customer Care Executive – Technical Help Desk at Conneqt Business Solutions Ltd (2022-12 – 2024-02)
- Resolved 40–50 tickets daily via remote and voice support
- Provided troubleshooting for Windows OS, applications, and network issues
- Assisted users with Outlook configuration and email troubleshooting
- Installed software and performed system updates and maintenance
- Achieved high first-call resolution rate for common technical issues
Education
MBA in Information Technology – KSOU (2026-01)
B.Com in Information Technology – WBSU (2021-01)
