DIPANKAR OJHA
Gurugram
Summary
Dynamic and experienced Support Engineer with a proven track record in providing technical assistance and support to customers in utilizing cloud-based services. Possessing expertise in Azure Active Directory, and other cloud technologies, alongside hands-on experience in Network L1 support, including basic network troubleshooting, monitoring, and configuration support. Skilled in providing software and hardware support, ensuring the smooth operation of IT infrastructure. Coupled with strong communication and problem-solving skills, I am seeking to leverage my comprehensive technical knowledge and collaborative abilities to contribute effectively to a forward-thinking organization.
Overview
4
4
years of professional experience
1
1
Certification
Work History
SW/APP/CLOUD TECH SUPPORT ANALYST
ACCENTURE
Gurugram
04.2023 - Current
- Managed critical customer issues, minimizing business impact and ensuring prompt solutions.
- Mitigate risks proactively to avoid business disruptions for clients.
- Monitored customer issues continuously to detect potential crises.
- Applied standardized escalation model across multiple regions.
- Facilitated team collaboration to address and resolve critical problems.
- Ensured consistent customer satisfaction by maintaining clear and timely communication.
- Completed diverse e-Learning sessions and remote learning activities to enhance skills.
- Engaged consistently in weekend and holiday support to maintain uninterrupted customer assistance.
- Enhanced self-service capabilities with updated knowledge base materials.
- Facilitated knowledge transfer sessions to improve company efficiency.
- Participated in internal projects to enhance processes, workflows, and service delivery.
Helpdesk Senior Associote
NTTDATA
Noida
09.2021 - 04.2023
- Effectively communicated complex technical solutions to non-technical users.
- Resolved cloud-related issues on AWS, Azure, and Google Cloud platforms.
- Skilled at analyzing and resolving customer inquiries through multiple channels.
- Delivered technical support for software and cloud-related issues, effectively troubleshooting problems, and ensuring timely resolution to minimize downtime and customer disruption.
- Managed and supported Azure Active Directory (AAD) and Windows Active Directory (AD), including tasks such as profile creation, password resets, role assignments, and Multi-Factor Authentication (MFA) resets.
- Cloud Application Support assisted application teams in deploying and supporting applications on cloud platforms, troubleshooting daily issues, and ensuring platform security and reliability.
- Contributed to service management activities, process documentation, and knowledge management to streamline operations and enhance overall support efficiency.
- Continuously monitored network performance using various tools to ensure uptime, identifying potential issues early, and escalating them to level support (L2 or L3) when necessary.
- Assisted in documentation, processes, and governance related to application environments ensuring greater efficiency, clarity, and organization for future troubleshooting.
- Monitored and enhanced the monitoring efforts for the application suite, greater in identifying and resolving system issues.
- Provided initial support for network issues, assisting end-users with troubleshooting connectivity problems and guiding them resolution steps.
- Maintained accurate records of issues, resolutions, and changes, and updated base articles with common solutions to improve future troubleshooting.
- Detected incidents while prioritizing by business impact.
- Ensured prompt escalation and timely resolution of significant issues.
- Escalated critical incidents to appropriate teams for prompt resolution.
- Conduct thorough root cause analysis to avoid recurrence of major incidents.
- Ensured timely incident resolution and stakeholder notification.
- Kept comprehensive records of incidents and resolutions.
- Directed prompt service recovery processes to ensure minimal operational impact.
- Assessed incident impact with diverse teams promptly.
- Conducted analyses following events to pinpoint advancements in incident management.
- Generate detailed reports that highlight trends in incidents for strategic solutions.
- Optimized processes for incident management, resulting in faster resolution times.
- Maintain clear customer communication during major incidents to promote trust.
- Implement disaster recovery and business continuity plans for system outages.
- Leverage platforms such as ServiceNow to monitor and automate the workflows of incident resolution.
- Provide teams with training on incident management processes and best practices.
- Enhanced operational efficiency by providing timely updates on service level adherence.
SW/APP/Cloud Support Associate
Accenture
02.2021 - 09.2021
- Showcased strong problem-solving abilities by translating technical concepts for non-technical team members.
- Proficient in utilizing AWS, Azure, and Google Cloud platforms.
- Handled diverse customer issues through comprehensive troubleshooting across support mediums.
- Skilled at troubleshooting complex problems related to software and cloud services.
- Proficient in Multi-Factor Authentication reset encompassing identity and access management.
- Diagnose and troubleshoot basic network issues like connectivity problems, slow network speeds, or basic hardware issues
- Address issues related to LAN/WAN, Wi-Fi, switches, and routers.
- Respond to and resolve support tickets related to network problems.
- Assist in the configuration of network devices, including routers, switches, and firewalls, under the guidance of senior network engineers.
- Perform essential maintenance tasks on network devices, including firmware upgrades.
- Offer initial support to end-users encountering network problems.
- Guide users through fundamental troubleshooting steps and offer support in resolving network connectivity issues.
- Maintain documentation of issues, resolutions, and network modifications.
- Update the knowledge base articles to address common issues and provide solutions.
- Assist in determining the underlying cause of network incidents.
- Engage in incident response activities and assist in the restoration of normal network operations.
- Reviewed, investigated, and resolved customer technical issues collaborating with teams and utilizing troubleshooting tools and practices.
- Actively participated in communities with peer delivery roles, enhancing technical and professional proficiency through training and preparedness.
- Identified potential product defects and provided feedback to senior engineers, thereby contributing to product improvements.
Education
Bachelor of technology -
DR .APJ ABDUL KALAM TECHNICAL UNIVERSITY
UTTAR PRADESH01.2020
Skills
- Major Incident Management
- Incident management
- Change management
- Problem management
- Azure Active Directory
- Microsoft Active Directory
- Multi-Factor Authentication (MFA)
- Software and hardware troubleshooting
- Microsoft Office 365
- SailPoint
- Service Health Checks
- Escalation and communication
- Log Monitoring and Analysis
- Service Desk and Incident Ticketing
- SLA and KPI adherence
- Incident management
- ITIL processes
- IT ticket documentation
- Service desk team management
Certification
- Microsoft Azure Fundamentals: Describe cloud concepts
- Microsoft - Describe cloud service types
- Microsoft - Describe cloud computing
- Skillsoft - Service Desk, IT Asset, Service Configuration, and Change Control Management
- Skillsoft - Software Design and Development: Software Engineering & SDLC Phases
- Skillsoft - Infrastructure Security
- Skillsoft - Cloud Security Fundamentals: Cloud Application Security
- Skillsoft - Git & GitHub: Introduction
- Microsoft Azure Fundamentals - AZ 900
Hobbies and Interests
- Music
- Cooking
Languages
- English
- Hindi
Personal Information
Date of Birth: 06/15/97
Timeline
SW/APP/CLOUD TECH SUPPORT ANALYST
ACCENTURE
04.2023 - Current
Helpdesk Senior Associote
NTTDATA
09.2021 - 04.2023
SW/APP/Cloud Support Associate
Accenture
02.2021 - 09.2021
Bachelor of technology -
DR .APJ ABDUL KALAM TECHNICAL UNIVERSITY
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