Bibhuti Bhusan Sahoo
Technical Support Engineer
Pune
Summary
Experienced Technical Support Engineer with five years of expertise in problem solving and technical analysis. Proven ability to enhance system performance and customer satisfaction through innovative troubleshooting and quality assurance. Adept at collaborating across teams to achieve over 90% SLA adherence, demonstrating exceptional troubleshooting and interpersonal skills. Solution-driven and highly productive, recognized for efficient task completion and a proactive approach to technical challenges. Specializing in troubleshooting, network management, and software configuration, with strong communication, problem-solving, and teamwork skills to ensure seamless collaboration and customer satisfaction. Resourceful in restoring system functionality by quickly diagnosing and resolving diverse hardware and software issues. Known for first-rate troubleshooting, diagnostic, and repair skills, combined with a keen attention to detail and a systematic approach to technical support.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Technical Support Engineer
Ind Innovation Pvt. Ltd
03.2025 - Current
- Company Overview: Clint-Lenovo India
- Windows, Linux, AWS and Ubuntu installation and configuration. Maintenance and troubleshooting Active Directory Manage user and computer account. Hardware maintenance and troubleshooting Network management, Network monitoring, Network Trouble shooting LAN & WAN Incident Management End user Service Printer troubleshooting & Maintenance. Asset Management Microsoft 365.
- Diagnosed software and hardware issues for client systems.
- Provided technical assistance to customers via phone and email.
- Collaborated with engineering teams to resolve complex problems.
- Assisted in training new employees on support procedures.
- Maintained customer satisfaction through effective communication skills.
- Updated client records with service details and resolutions provided.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Resolved complex technical problems through root cause analysis techniques.
- Provided remote assistance to end-users when needed.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Collaborated with teams to solve technical customer problems across product suites.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Collaborated with developers to resolve recurrent faults.
- Assisted users with password resets and account lockout resolutions.
- Created user accounts in Active Directory while maintaining proper security protocols.
- Managed ticketing system to track, prioritize, and resolve customer support requests.
- Monitored ticketing system queues for incoming requests from customers.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Participated in team meetings to discuss process improvements and challenges.
- Updated software versions with patches and new installations to close security loopholes and protect users.
Support Engineer L-2
Outwork Solution Pvt. Ltd
08.2023 - 02.2025
- Company Overview: Client
- Provided technical support for Lenovo products.
- Utilized strong problem-solving skills.
- Collaborated with cross-functional teams.
- Improved customer experience through solutions.
- Conducted root cause analysis for recurring problems to prevent future occurrences.
- Implemented backup and recovery procedures to safeguard against data loss.
- Provided technical support to customers via phone and email, troubleshooting hardware and software related issues.
- Monitored system performance to ensure optimal functioning of services.
- Provided remote troubleshooting and support for software and hardware problems.
Desktop Support Engineer
MYTHIC TECH
03.2020 - 07.2023
- Ticket Management: Created, managed, and resolved support tickets in adherence to the SLA matrix
- Coordinated with team members to ensure efficient ticket handling and resolution
- ServiceNow Proficiency: Utilized ServiceNow ticketing tools for tracking and managing support requests
- Analyzed tickets on a monthly and weekly basis to identify trends and ensure compliance with service standards
- Operating System Installation and Troubleshooting: Performed installation and troubleshooting of various operating systems, ensuring smooth and efficient system performance
- User Account Management: Configured and managed user accounts, including password resets and domain creation, to maintain secure and efficient user access
- Network Printer Support: Installed, configured, and troubleshot network printers to ensure seamless printing operations within the organization
- Remote Assistance: Provided remote support through TeamViewer to resolve BSOD (Blue Screen of Death) errors and system performance issues, ensuring minimal downtime for users
- System Performance Optimization: Conducted system performance analysis and implemented solutions to enhance overall efficiency and reliability
- Successfully managed and resolved a high volume of support tickets, consistently meeting SLA targets and improving customer satisfaction
- Enhanced team collaboration by streamlining ticket management processes and improving communication channels
- Reduced system downtime and improved performance through effective troubleshooting and timely resolutions
Education
MCA -
Biju Patnaik University of Technology
05.2018
BCA - undefined
Utkal University
05.2016
+2 sc - undefined
HIGHER SECONDARY
07.2013
10TH - undefined
BOARD OF SECONDARY EDUCATION
07.2011
Skills
- Problem solving
Interests
Reading, Traveling, Cinema
Awards
Lenovo Quarterly Awards
Timeline
Technical Support Engineer
Ind Innovation Pvt. Ltd
03.2025 - Current
Support Engineer L-2
Outwork Solution Pvt. Ltd
08.2023 - 02.2025
Desktop Support Engineer
MYTHIC TECH
03.2020 - 07.2023
BCA - undefined
Utkal University
+2 sc - undefined
HIGHER SECONDARY
10TH - undefined
BOARD OF SECONDARY EDUCATION
MCA -
Biju Patnaik University of Technology