Nabarun Rakshit

Results-driven IT Technical Support Professional with over 6 years of experience delivering end-to-end technical assistance and managing mission-critical projects across customer support, healthcare, and cruise line industries. Proven expertise in troubleshooting, software support, and application optimization using tools such as Siebel, CRM, QNXT, Jira, ServiceNow (SNOW), and Microsoft 365. Skilled in supporting iOS, Android, and Windows platforms while ensuring secure handling of customer data and seamless system performance.

Experienced in ticket management, SLA compliance, and process optimization, driving faster response times and higher customer satisfaction. Adept at maintaining telecom and IT equipment, optimizing network performance, and developing clear technical documentation. Recognized for strategic planning, analytical thinking, mentorship, and problem-solving—committed to continuous improvement, innovation, and service excellence.

Nettree Solutions 

Desktop Support Engineer | Jul 2024 – Present

• Performed desktop installations, configurations, and software setups for end-users.
• Applied updates, patches, and antivirus configurations to ensure security compliance.
• Installed and supported Cisco devices and configured VPN for remote users.
• Managed Group Policy and maintained system compliance across workstations.
• Provided tier-2 escalation support for incident resolution and end-user satisfaction.
• Collaborated with the IT team to streamline imaging and deployment processes.

e Bry IT 

Field Project Technician | Aug 2024 – Nov 2024

• Upgraded laptops from Windows 10 to Windows 11 for SC state government systems.
• Installed printers and client-required applications for SC government systems.
• Delivered end-user training on new operating systems and software.
• Coordinated with IT management for hardware asset tracking and documentation.
• Ensured zero post-migration downtime through validation and testing procedures.
• Provided onsite troubleshooting support ensuring timely resolution of technical issues.

Tata Consultancy Services (TCS) (CSX Stady State infrastructure Support)

Desktop Support Engineer | May 2023 – Jul 2024

• Provided onsite and remote support for Windows, iOS, and Android devices.
• Installed and configured applications, VPNs, and network components.
• Implemented advanced security measures and intrusion prevention systems.
• Utilized Zscaler and OKTA for secure authentication and connectivity.
• Documented technical solutions and contributed to the internal knowledge base.
• Supported 500+ users across multiple business units with consistent SLA compliance.

Sagility Healthcare (Cigna Rollout Project)

Desktop Support Engineer (Remote) | Nov 2021 – Apr 2023

• Installed and configured networking equipment to support medical claim systems.
• Delivered system deployments on schedule, maintaining SLA compliance.
• Provided helpdesk support for claim-related applications and user issues.
• Oversed Helpdesk operations, managing incident logging, ticket resolution, and user support to maintain service quality.
• Developed quick reference guides and FAQs to improve issue resolution efficiency.
• Collaborated with IT Security to ensure HIPAA compliance and data integrity.

InfoEdge Technologies LLC

System Administrator | Mar 2019 – Nov 2021

• Troubleshot desktop, VOIP, and network issues in fast-paced environments.
• Supported Windows OS, Office Suite, and Adobe applications.
• Configured IP phones and CRM integrations, managed system inventory.
• Assisted with server maintenance, patch management, and AD administration.
• Created reports and dashboards to track IT asset utilization and performance.
• Trained junior staff in IT operations, improving team efficiency by 20%.

S.N Company LLC 

Help Desk Technician | Nov 2015 – Mar 2019

• Delivered technical assistance for hardware, software, and network systems.
• Logged and tracked requests in ticketing systems ensuring SLA compliance.
• Authored and maintained IT documentation and change control records.
• Trained new technicians and participated in process improvement projects.
• Provided Level 1 & 2 support for 300+ users across different departments.
• Improved first-call resolution rate by 15% through enhanced troubleshooting workflows.

Carnival Cruise Lines

Assistant IT Service Officer | Mar 2013 – Nov 2015

• Supported IT systems for crew and guests, including network and Wi-Fi access.
• Installed and updated software and hardware components onboard.
• Collaborated with ship and shore IT teams to maintain system uptime.
• Kept track of IT equipment inventory.
• Monitored bandwidth utilization and optimized data transfer processes.
• Provided 24/7 technical support during voyages ensuring continuous service availability.

IBM , India

IT Systems Support Specialist | Feb 2009 – Feb 2013

• Delivered technical support via phone, email, and walk-ins for global clients.
• Logged and tracked incidents in ticketing systems ensuring SLA compliance.
• Created reports, dashboards, and documentation to enhance IT service delivery.
• Trained junior staff and led process improvement initiatives.
• Maintained hardware lifecycle documentation and procurement coordination.
• Assisted in ITIL process adoption and standardized ticket categorization.

Education

Bachelor of Commerce in Information System – Sikkim Manipal University

GED – Cornerstone Christian School

Certifications

• Certified Office Administration
• Certified in Siebel, CRM, QNXT Applications
• Proficient in Microsoft Applications (Word, Excel, PowerPoint)