Supriya Swain

To build a career in Service Desk, NOC, or IT Infrastructure Support, where I can apply my knowledge of networking, Windows administration, Active Directory, hardware troubleshooting, Microsoft 365, and IT service management to resolve technical issues and provide reliable user support. I aim to contribute to smooth IT operations while continuously improving my technical skills and growing professionally.

Service Desk Engineer at Bytzsoft Technologies Pvt. Ltd. (2025-03 – Present)

• Provided Level 1 IT support to users through phone, email, and ticketing systems.
• Logged and tracked incidents and service requests, prioritized issues, and worked toward timely resolution using ServiceNow.
• Troubleshot hardware, software, Windows operating system, application, and network-related issues.
• Identified and resolved basic network connectivity issues related to TCP/IP, DNS, DHCP, LAN, WAN, and VPN.
• Assisted users remotely using RDP, TeamViewer, and other remote support tools.
• Supported Microsoft 365 applications, including Outlook, Microsoft Teams, OneDrive, and SharePoint.
• Managed Active Directory tasks such as user account creation, password resets, account unlocks, and access permissions.
• Assisted with Group Policy issues and user access problems in a Windows domain environment.
• Resolved common email issues related to Outlook configuration, email access, and connectivity.
• Checked system alerts, performed initial troubleshooting, and escalated unresolved issues to the appropriate L2/L3.
• Performed routine system health checks, software installations, Windows maintenance, and basic hardware troubleshooting.
• Followed ITIL practices while handling incidents, service requests, problems, and changes.
• Updated tickets with troubleshooting steps, issue details, resolutions, and relevant documentation while following SLA guidelines.
• Worked with network, and infrastructure teams to resolve technical issues that required additional support.
• Updated IT asset records and helped track hardware and software assigned to users.

Master Of Computer Application(MCA) – NIIS Institute of Business Administration (2023-09 – 2025-05)