Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Arpan Paul

Arpan Paul

Kolkata

Summary

Dynamic SW/Cloud Tech Support Analyst with a proven track record at Accenture, excelling in SLA compliance and customer satisfaction. Adept at problem-solving and training teams, I drive process improvements and enhance service quality through data analysis and ITIL best practices, significantly boosting operational efficiency and user support.

Overview

6
6
years of professional experience
1
1
Certification

Work History

SW/Cloud Tech Support Analyst

Accenture
Kolkata
04.2023 - Current
  • Oversaw daily service desk operations, ensuring timely resolution of incidents and service requests, while maintaining high customer satisfaction and SLA compliance.
  • Conducted root cause analyses and implemented corrective actions to reduce recurring issues and improve service quality.
  • Applied ITIL best practices to streamline workflows, enhance efficiency, and support continuous service improvement.
  • Managed ticketing systems, maintained accurate records, and regularly reported KPIs and insights to senior management.
  • Led team training initiatives, performance evaluations, and created structured development plans to boost capability and reduce error rates.
  • Drove process improvements through data analysis, and played a key role in shift-level initiatives, enhancing overall service efficiency.
  • Provided hands-on support and task prioritization guidance during peak times, significantly improving desk performance.

Process Associate

Capgemini
Kolkata
07.2022 - 04.2023
  • Processed access requests for internal and U.S.-based users with accuracy and efficiency.
  • Utilized Office 365, the Microsoft Office Suite, and technical troubleshooting to support daily operations.
  • Resolved incidents in compliance with Service Level Agreements (SLAs), and Operational Level Agreements (OLAs).
  • Installed, configured, and troubleshooted applications to ensure optimal system performance.
  • Addressed and resolved customer service inquiries within defined timeframes, while maintaining quality standards.
  • Provided remote IT support to end users using a ticket-based system.
  • Configured and troubleshot Microsoft Outlook clients (versions 2013 and 2016) to resolve email-related issues.

Senior Associate

Wipro
Kolkata
10.2019 - 07.2022
  • Provided first-level, chat-based technical support to end users, diagnosing and resolving recurring technical issues.
  • Supported users with software and product application issues; created and maintained user accounts across systems.
  • Installed, upgraded, and configured software and operating systems to meet organizational performance standards.
  • Monitored and managed incidents using the ServiceNow ticketing system, ensuring timely resolution of user issues.
  • Conducted remote troubleshooting sessions and guided users in resolving common technical problems independently.
  • Delivered desktop and laptop support, including OS/application installation, troubleshooting, and maintenance.
  • Performed monthly preventive maintenance on systems and network devices to ensure system reliability.
  • Assembled and disassembled desktop and laptop hardware for repair, replacement, or upgrades.

Education

Postgraduate - Cloud Computing

Calfornia University of Technology (CalTech)
SimpliLearn
11-2023

Bachelor of Science - Economics

University of Calcutta
India
06-2018

Skills

  • Customer support tools: ServiceNow
  • Service management: SLA compliance, request handling, escalation management
  • Core skills: attention to detail, conflict resolution, problem-solving, adaptability, stress management
  • Training and mentoring: Team development, training plan creation
  • Tools and applications: Microsoft Admin Center, SharePoint, Azure Portal, MS Excel, and MS Word

Certification

  • Azure Administrator Associate (AZ-104)

Timeline

SW/Cloud Tech Support Analyst

Accenture
04.2023 - Current

Process Associate

Capgemini
07.2022 - 04.2023

Senior Associate

Wipro
10.2019 - 07.2022

Postgraduate - Cloud Computing

Calfornia University of Technology (CalTech)

Bachelor of Science - Economics

University of Calcutta

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Arpan Paul