Hi, I’m
Amar Naskar
Kolkata
Summary
A highly skilled and dedicated Sr. Technical Representative with over 4 years of total IT experience, including 2.5 years in a Global Service Desk environment. Proficient in managing Identity and Access Management systems with hands-on experience in Okta, Active Directory, and O365 Admin Console. Well-versed in PowerShell scripting fundamentals and IT ticketing tools like ServiceNow. Capable of working in a 24/7 roster environment, predominantly handling night shifts, while providing exceptional service to a diverse, multicultural clientele. Strong communication skills, both written and verbal, combined with advanced customer service and interpersonal abilities, allow for effective interaction and problem resolution in non-voice processes. Passionate about leveraging technical expertise to support business needs and enhance end-user experiences.
Overview
5
years of professional experience
Work History
Wipro Technologies
Administrator
08.2023 - 02.2025
Job overview
- Identity & Access Management (IAM): Okta, Active Directory, O365 Admin Console
- Technical Troubleshooting: Computer Hardware, Printer Configurations, Desktop Software Issues
- PowerShell Scripting: Fundamentals with hands-on experience
- IT Ticketing Tools: ServiceNow (experience in ticket tracking, routing, and management)
- 24/7 Service Desk Operations: Ability to work night shifts in a fast-paced environment
- Customer Service: Advanced interpersonal and communication skills for multicultural clientele
- Problem Resolution: Resolving 70% of issues on first contact using knowledge base and troubleshooting
- Service Level Agreement (SLA) Compliance: Ensuring high customer satisfaction and adherence to SLAs
- Non-Voice Communication: Proficient in written communication for chat or self-service queries
- Multicultural Support: Experience interacting with and assisting a diverse customer base
Adecco India Pvt. Ltd.
Service Desk Associate
02.2023 - 08.2023
Job overview
- Technical Troubleshooting: Resolve issues on the initial call (up to 80%) using internal knowledge base, experience, and team resources
- Password Resets & Break/Fix Support: Basic support for password resets, Exchange Server, and desktop software issues
- O365 Suite & SharePoint Support: Assist with issues related to O365 Suite, SharePoint, and Outlook
- Service Desk Ticket Management: Route, track, and manage service desk tickets from initiation to closure, documenting issues and resolutions
- Documentation & Knowledge Sharing: Concise documentation of solutions and troubleshooting steps; alerting team members of new service solutions
- Hardware & Printer Configuration Support: Provide basic troubleshooting for computer hardware, printers, and break/fix desktop software
- Multichannel Support: Handle queries via telephone, chat, or self-service ticket systems for hardware, software, network, application access, and telecommunications systems
- Active Directory & MFA Support: Work with Active Directory, Software Centre Management, Single Sign-On (SSO), and Multi-Factor Authentication (MFA)
- Customer Service Excellence: Contribute to a positive customer experience with friendly, efficient, and helpful support
Maventic
Trainee Developer
07.2022 - 11.2022
Job overview
- Software Bug Resolution: Collaborated with developers to identify and resolve software bugs
- Report Development: Created reports using SQL Server Reporting Services (SSRS)
- Agile Methodology: Maintained SDLC using Agile practices for efficient project management
- System Administration: Supported both Windows and Linux operating systems, including server technologies (Jenkins, SQL)
- System Monitoring: Monitored system upgrades, patches, and new configurations
- Server & Database Migration: Experienced in server migration, database migration, and software version control
- End-to-End Pipeline Connectivity: Ensured seamless pipeline connectivity across development and deployment stages
- Infrastructure Integration: Integrated advanced infrastructure tools for network migration to virtual server environments
- Collaboration & Coordination: Worked closely with peers for issue resolution, project coordination, and best practices in software design
Teleperformance
Customer Service Associate
08.2020 - 06.2022
Job overview
- Customer Service Excellence: Provided friendly, knowledgeable, and positive communication to enhance customer relations and support service goals
- Issue Resolution: Addressed inquiries, resolved customer issues, and managed customer relationships effectively
- Performance Adherence: Followed policies and procedures to meet or exceed established performance standards
- Client Support: Delivered outstanding service to both new and long-standing customers by addressing concerns and developing solutions
- Productivity & Efficiency: Met and exceeded productivity targets while maintaining top-notch customer service
- Training & Mentorship: Trained new hires on products, services, best practices, and protocols to reduce process gaps
- CRM Management: Documented customer interactions in CRM to track requests, problems, and solutions for improved follow-up
- Organizational Skills: Organized client contracts, records, and reports to ensure strong traceability and accessibility
Education
Camellia School of Engineering & TechnologyKolkata, India
B.Tech from Computer Science & Engineering
08-2023
University Overview
- 8.9 CGPA
Central Calcutta PolytechnicKolkata, India
Diploma from Computer Science And Technology
07-2019
University Overview
- 7.1 CGPA
Udaynarayanpur SaradaCharan InstitutionHowrah, India
Higher Secondary from Computer Application
05-2015
University Overview
- Final Grade: 69%
Skills
- Identity & Access Management (IAM): Okta, Active Directory, O365 Admin Console
- Technical Support: PowerShell Scripting, IT Ticketing Tools (ServiceNow)
- System Administration: Windows, Linux, Active Directory, O365 Admin Console
- Security & Access Management: Multi-Factor Authentication (MFA), Single Sign-On (SSO)
- Technical Troubleshooting: Hardware, Software, Network, Break/Fix Support
- Customer Service: Advanced interpersonal & communication skills (non-voice)
- 24/7 Support: Experience with night shifts, flexible schedule
- Multicultural Support: Supporting diverse client base effectively
- Documentation: Incident tracking, solution documentation, and process improvement
- Agile Methodology: SDLC maintenance, project coordination
- End-to-End Support: Issue resolution, system management, troubleshooting
- Communication: Strong written & verbal communication skills for non-voice processes
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Administrator
Wipro Technologies
08.2023 - 02.2025
Service Desk Associate
Adecco India Pvt. Ltd.
02.2023 - 08.2023
Trainee Developer
Maventic
07.2022 - 11.2022
Customer Service Associate
Teleperformance
08.2020 - 06.2022
Camellia School of Engineering & Technology
B.Tech from Computer Science & Engineering
Central Calcutta Polytechnic
Diploma from Computer Science And Technology
Udaynarayanpur SaradaCharan Institution
Higher Secondary from Computer Application
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