Anusuwa Sengupta
IT Support Analyst
Hyderabad
Summary
Experienced IT Support Analyst with a strong technical background and a proven track record of delivering high-quality technical assistance to end-users and organizations. Skilled in diagnosing and resolving a wide range of hardware, software, and network issues while providing exceptional customer service. Proficient in system maintenance, security measures, and user training. Adept at problem-solving and documentation, with a commitment to ensuring the efficient operation of IT infrastructure and enhancing user productivity
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Apps/cloud Support Analyst
Accenture
Hyderabad
03.2023 - Current
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Supported users with software, hardware and network issues.
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
- Monitored helpdesk and responded to incoming tickets to address support needs.
Senior Service Desk Technician
DXC Technology / Hewlett Packard Enterprise
Bengaluru
01.2022 - 03.2023
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Associate Sales Manager- Bancassurance
Max Life Insurance Company Limited
Guwhati
09.2020 - 12.2021
- Selling the insurance products through Axis Bank outlet.
- Coordinating with the branch and its employees to achieve the aforesaid target.
- Providing the employees with overall knowledge regarding IRDA.
Agency Manager
Aditya Birla Sun Life Insurance Company Limited
Gawhati
07.2019 - 07.2020
- Recruit advisors for selling the life insurance products .
- Providing the advisors with the overall knowledge regarding IRDA.
Education
B.com - Finance
Gauhati University
Gauhati 05.2013 - 05.2016
PGDM - International Business Management
IGNOU
Gauhati 05.2016 - 05.2017
Skills
System standards documentation
Application support
Active directories
Internal technical communications
Support ticketing systems
User account management
Citrix
Microsoft Outlook
Pluse secure
Remedy
Z scaler
Oracle
Microsoft excel
Cybersecurity
Timeline
Apps/cloud Support Analyst
Accenture
03.2023 - Current
Senior Service Desk Technician
DXC Technology / Hewlett Packard Enterprise
01.2022 - 03.2023
Associate Sales Manager- Bancassurance
Max Life Insurance Company Limited
09.2020 - 12.2021
Agency Manager
Aditya Birla Sun Life Insurance Company Limited
07.2019 - 07.2020
PGDM - International Business Management
IGNOU
05.2016 - 05.2017
B.com - Finance
Gauhati University
05.2013 - 05.2016