Arnab Chakraborty
Cooch Behar
Summary
Detail-oriented Support Services Specialist with over 6 years in application and service desk support within production and UAT environments. Specializes in incident management, user access, and connectivity troubleshooting. Manages high-volume ticket queues and resolves complex authentication issues while supporting Windows, macOS, VPN, SSO, Active Directory, and Microsoft 365.
Overview
9
9
years of professional experience
4
4
Certifications
Work History
Senior Helpdesk Associate (L2)
NTT DATA Services
Bangalore
08.2022 - Current
- Provide L2 application and infrastructure support for enterprise users across production and UAT environments.
- Troubleshoot desktop, browser, VPN, authentication, and session-related issues, implementing temporary workarounds and permanent fixes.
- Troubleshoot Office 365 and Exchange Online issues (Outlook sync, connectivity, mailbox access), resolving 98% of email issues within 24 hours.
- Managed high-volume incident queues by categorizing, prioritizing, and resolving tickets to meet defined SLAs.
- Monitored ticket aging and escalated critical incidents to prevent SLA breaches.
- Delivered application, access, and connectivity support via phone, email, and remote tools to improve user experience.
- Perform user access administration in Active Directory and Microsoft 365, including account creation, password resets, MFA, and role-based permissions.
- Support SSO and authentication issues, reducing login-related incidents by 40%.
- Diagnosed and resolved SCCM client communication, deployment, and update failures to minimize client communication issues.
- Maintain accurate ticket documentation to support audits, reporting, and knowledge transfer.
Senior Associate – Service Desk
Wipro
Kolkata
05.2018 - 04.2021
- Managed and resolved incidents per ITIL processes, ensuring strong SLA compliance and enhancing user satisfaction.
- Delivered frontline technical support via calls, chat, and email for global enterprise users.
- Handled high-volume ticket queues, prioritizing and escalating business-critical issues to minimize downtime.
- Acted as escalation point for complex issues, ensuring timely resolution and client confidence.
- Achieved multiple Best Performance Awards for exceptional First-Call Resolution and customer satisfaction.
- Supported user access, authentication, hardware, software, and connectivity issues.
- Facilitated team training and knowledge sharing to elevate incident resolution quality and team effectiveness.
Business Development Executive
CareerGraph Institute of Professionals Pvt. Ltd.
Kolkata
05.2017 - 04.2018
- Coordinated candidate screening, interviews, and onboarding, enhancing new hire integration and team readiness.
- Maintained documentation and facilitated stakeholder communication, ensuring project alignment and clarity.
- Developed organizational and client interaction skills, strengthening client relationships and improving project management.
Education
Bachelor of Technology (B.Tech) - Electronics And Communication Engineering (ECE)
West Bengal University of Technology (WBUT)
1, KHAN ROAD, P.O. MANKUNDU, DIST: HOOGHLY05-2016
Skills
L2 application support
- Application & User Support
- Desktop and Browser Troubleshooting
- Remote Support (RDP, VDI, VPN)
- Windows & macOS Environments
Ticketing, SLA & Operations
- SLA Monitoring & Escalation
- Queue & Aged Ticket Management
- ServiceNow & Jira
- ITIL management
Access & Identity Management
- Active Directory (User/Group Management)
- Account management
- MFA troubleshooting
- Access management
- Group Policy Basics
VPN Setup & Validation
- TCP/IP, DNS, DHCP
- Wi-Fi & Network Troubleshooting
- Connectivity & Infrastructure
- SCCM Client & Deployment Support
Client Communication & Documentation
- Incident communication
- Service Bridge Calls
- Documentation management
- SLA & Operational Reporting
Certification
ITIL-based Incident, Problem & Change Management (Hands-on Experience)
Timeline
Senior Helpdesk Associate (L2)
NTT DATA Services
08.2022 - Current
Senior Associate – Service Desk
Wipro
05.2018 - 04.2021
Business Development Executive
CareerGraph Institute of Professionals Pvt. Ltd.
05.2017 - 04.2018
Bachelor of Technology (B.Tech) - Electronics And Communication Engineering (ECE)
West Bengal University of Technology (WBUT)