3
Languages
3
years of professional experience
Detail-oriented IT Service Desk Engineer with expertise in ServiceNow ticketing, Active Directory, Microsoft 365, and remote support. Experienced in incident resolution, troubleshooting Windows and network access issues, and providing customer service through calls and chat. Strong in managing hardware, software, and access issues while maintaining SLA targets and escalating complex problems effectively.
Work History
IT Service Desk Engineer
1 Year 7 Months- Acted as first point of contact for incoming technical service calls and emails, facilitating efficient issue resolution.
- Resolved NTT Data service desk incidents in ServiceNow, ensuring timely customer support.
- Provided remote support for Windows, Microsoft 365, and VPN access.
- Reset passwords and unlocked accounts in Active Directory.
- Troubleshot hardware, software, and printer issues for end users.
- Escalated complex requests to senior support teams and engineers.
- Documented solutions, call details, and troubleshooting steps in knowledge bases.
- Guided users through system access, login, and application setup.
- Assisted in the installation, configuration and troubleshooting of operating systems and applications.
- Used remote login tools to assist clients with technical and product questions.
Associate Frontend Developer
7 Months- Built responsive web pages for Apexiun Technology using HTML, CSS, and JavaScript.
- Developed reusable UI components for Apexiun Technology front end applications.
- Refined page layouts for cross-browser compatibility and mobile screens.
- Debugged front end issues across Apexiun Technology web products.
Education
Bachelor of Technology - Computer Science
Skills
ServiceNow ticketing
Incident management
Technical support
Technical troubleshooting
Remote support
Microsoft 365
Active Directory
VPN configuration
Network troubleshooting
Hardware support
Software support
ITIL framework
Ticket management
Customer service
Apple support
Operating systems
Languages
English
C2
Proficient
Bengali
Native
Native
Hindi
C2
Proficient
Affiliations
- Actively volunteers for an NGO
Timeline
IT Service Desk Engineer
NTT DATA
03.2025 - CurrentRead More
Associate Frontend Developer
Apexiun Technology
04.2024 - 11.2024Read More
College of Engineering And Maanagement, Kolaghat
Bachelor of Technology from Computer Science
Read More