Chinmay Swain
Bengaluru
Summary
8-year Experienced IT Desktop Support Analyst and Service Desk Analyst with a proven track record of efficiently managing incoming tasks and incidents, implementing track solutions, and resolving issues for remote computers. Skilled in Service Desk Processes, ensuring security compliance, and onboarding new starters. Proficient in Microsoft O365 L1 admin support, IT infrastructure design, and prioritizing incidents to meet SLAs for a large employee base. Adept at utilizing remote tools, diagnostic utilities, and working with Azure environment. Strong background in regulatory compliance, network support, and service management. Possess a BCA degree from Bhubaneswar (N.O.U) University, complemented by certifications in Cisco networking and Microsoft Azure. Known for exceptional problem-solving, customer service, and maintaining a secure IT environment.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Infrastructure & Service Desk Engineer
AGCO Trading India Pvt Ltd.
08.2022 - Current
- Builds, coordinates, and maintains the IT environment companies need to run internal operations for Smooth IT Ops Delivery
- Validating & Assigning Tasks & INCs to Groups through the service management tool
- Identify and diagnose issues and problems within SL.A
- Categorize and record reported queries and provide solutions
- Installed new hardware and software to meet system specifications and user needs
- Configured networks to meet performance requirements
- Backed up servers regularly to reduce data loss
- Communicated ICT disruptions to staff regarding installations, upgrades and outages
- Instructed teams on ICT safety and security policies
- Advise users on the appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support
- Handling 400+ Users
- Support to FortiGate Firewall and LAN issues
- Adding Users to the Domain and setting up an O365 account with MFA
- Well-versed with IN-Tune and SCCM Processes
- Set up new workstations for users with proper cables, equipment and software
- Resolved service user requests within target timeframes
- Prioritize incidents and service requests in accordance with defined processes in order to meet SLAs for 300 Employees
- Working with Azure Environment For updating and creating user details
- Using remote tools and diagnostic utilities to aid in troubleshooting
- Prioritization, ticket categorization, and remote capture to resolve
Sr. System Engineer
Affirmdata LLC
10.2021 - 08.2022
- Prioritize incidents and service requests by defined processes to meet SLAs for 300 Employees
- Working with Azure Environment For updating and creating user details, MFA, Bitlocker recovery using Intune.
- Adding membership, groups tags as per the requirements.
- Using remote tools and diagnostic utilities to aid in troubleshooting Prioritization, ticket categorization, and remote capture to resolve
Sr. Technical Advisor
Concentrix India Pvt. Ltd
03.2021 - 09.2021
- Provided support to Internal users & Lenovo Customers in a 24/7 uptime environment, often working double shifts to accommodate time zones.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware devices and software to set up workstations for employees.
IT Supervisor (IPS PVT LTD)
National Stock Exchange of India Ltd (CLIENT)
01.2017 - 11.2020
- Optimized hardware infrastructure with strategic equipment upgrades, reducing maintenance costs.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Conducted regular audits of hardware and software assets, identifying areas for improvement or replacement as needed to maintain optimal performance levels within the organization''s infrastructure.
- Streamlined IT processes through the development of comprehensive documentation and procedural guidelines.
- Monitored ticket metrics and delegated various tasks to technicians when required. Mentored 20 IT technicians and developed them to be engineers by walking them through engineer projects.
IT Executive
Bharat Motors Ltd.
06.2016 - 01.2017
- Expertly manage technical support operations, diligently fix issues to identify root causes and prevent recurrence.
- Performed root cause analysis and general troubleshooting. Provided technical support for improvement, up gradation and expansion of the existing network arch.
- Negotiated contracts with vendors and suppliers, securing favorable terms for hardware acquisition and software licensing.
- Established robust network architecture for seamless connectivity across multiple locations, promoting efficient communication and collaboration among teams.
IT Support & Inventory Manager
Apollo Logisolutions Limited
11.2015 - 06.2016
- Created and updated regular inventory reports and records.
- Enhanced inventory accuracy by conducting regular audits and implementing efficient tracking systems.
- Labeled, organized and located inventory items in staging areas or on shelves according to quantity, size, or type of material.
- Maintaining of ITManpowerservices, Maintaining Firewall system. Monitoring of CCTV and RFID systems. Managing Symantec Antivirus Server client. - Managing Domain network and Group policies. - Looking after Outlook 2013,2016. - Managing Excise Dept. server and protocols. - Supervising Asset movements to different remote locations around Navi Mumbai Branches.
Desktop Support Engineer
SA Integrated Solutions
06.2013 - 09.2014
- Provided software, hardware and network related Supports Install, Manage and fix IT-related issues.
- Troubleshoot hardware and software issues in person, remotely and via phone
Education
BCA -
I.E.T
03.2013
Skills
- Cybersecurity
- Social media
- CISCO Networking Switching & Routing(Support-1)
- Service Now
- O365
- Network & Firewall
- Win/Mac
- AD/Azure/Intune
Certification
- NSE-1 & 2, 06/2020, Present
- CCNA, 04/2021, 04/2024
- DUO Security, 04/2022, Present
- FortiGate firewall support Certification, 06/2020, Present
- DUO L1 Admin & End-User Certificates, 04/2022, Present
Accomplishments
- 8-year Experienced IT Desktop Support Analyst and Service Desk Analyst with a proven track record of efficiently managing incoming tasks and incidents, implementing track solutions, and resolving issues for remote computers.
- Skilled in Service Desk Processes, ensuring security compliance, and onboarding new starters.
- Proficient in Microsoft O365 L1 admin support, IT infrastructure design, and prioritizing incidents to meet SLAs for a large employee base.
- Adept at utilizing remote tools, diagnostic utilities, and working with Azure environment.
- Strong background in regulatory compliance, network support, and service management.
- Known for exceptional problem-solving, customer service, and maintaining a secure IT environment.
Languages
Odia
English
Hindi
Hobbies and Interests
- Politics
- Problem-solving skills
- Customer service
Contacts
- Daniel Henderson, +44 247 685 2162, Bengaluru, Karnataka, India, 560001
- Satyabrata Majhi, +91 9986590790, Bengaluru, Karnataka, India, 560037
Timeline
IT Infrastructure & Service Desk Engineer
AGCO Trading India Pvt Ltd.
08.2022 - Current
Sr. System Engineer
Affirmdata LLC
10.2021 - 08.2022
Sr. Technical Advisor
Concentrix India Pvt. Ltd
03.2021 - 09.2021
IT Supervisor (IPS PVT LTD)
National Stock Exchange of India Ltd (CLIENT)
01.2017 - 11.2020
IT Executive
Bharat Motors Ltd.
06.2016 - 01.2017
IT Support & Inventory Manager
Apollo Logisolutions Limited
11.2015 - 06.2016
Desktop Support Engineer
SA Integrated Solutions
06.2013 - 09.2014
- NSE-1 & 2, 06/2020, Present
- CCNA, 04/2021, 04/2024
- DUO Security, 04/2022, Present
- FortiGate firewall support Certification, 06/2020, Present
- DUO L1 Admin & End-User Certificates, 04/2022, Present
BCA -
I.E.T
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