MRITYUNJAY SINGH
Kolkata
Summary
Experienced IT Support Lead with 13 years in service desk operations and escalation management. Leads teams to ensure SLA compliance and enhance service quality. Coordinates with vendors to resolve technical issues, supporting global clients and driving customer satisfaction.
Overview
15
15
years of professional experience
Work History
Helpdesk & Support Desk Lead
ITC Infotech Ltd.
12.2025 - Current
- Lead service desk and helpdesk operations for the TRSL project.
- Monitor SLA compliance, service quality, and ticket resolution performance.
- Coordinate with vendors, network teams, and server teams for critical issue resolution.
- Manage escalations and provide regular updates to stakeholders and end users.
- Ensure adherence to ITIL processes and operational standards.
Senior Technical Support L2 Executive
A. JoulestoWatts Business Solutions Pvt. Ltd.
06.2025 - 12.2025
- Supported Lenovo field engineers and partners on technical escalation cases.
- Monitored resolution timelines, quality metrics, and SLA adherence.
- Coordinated spare parts delivery and vendor activities.
- Collaborated with domain teams for approvals and escalations.
Senior Technical Support L2 Advisor
Concentrix India Pvt. Ltd.
08.2019 - 06.2025
- Provided advanced L2 support to Lenovo partners and field engineers.
- Handled complex hardware and software escalations with high customer satisfaction.
- Managed DOA cases, RCA preparation, and performance reporting.
- Coordinated engineer dispatch, parts management, and escalation handling.
- Recommended process improvements to improve operational efficiency.
Customer Support Engineer
CMS Info Systems Pvt. Ltd.
11.2011 - 06.2019
- Delivered remote and onsite technical support for customers across Eastern India.
- Resolved hardware, software, desktop, and network-related issues.
- Maintained high customer satisfaction through timely issue resolution.
Executive – Technical
Vihaan Infrasystems India Ltd.
12.2016 - 08.2017
- Supported and maintained Punjab Transport server infrastructure.
- Worked as Technical Lead for Punjab Transport RTO operations.
Field Support Engineer
Renovision Automation Services Pvt. Ltd.
05.2012 - 12.2016
- Led projects for Canara Bank, UCO Bank, and Union Bank, ensuring timely delivery and client satisfaction.
- Delivered server hardware support services for Wipro clients, resolving issues to maintain operational continuity.
Education
MBA - P&OM & IT
Swami Vivekanand Subharti University
12-2022
Bachelor of Arts -
Hindi Sahitya Sammelan Allahabad University
12-2014
Higher Secondary -
WBCHSE
12-2009
Secondary -
WBBSE
12-2007
Skills
- Service desk management
- Technical support (L1/L2)
- Incident management
- SLA management
- ITSM processes
- ITSM tools
- Asset management
- Desktop and laptop support
- Windows OS administration
- Windows administration
- Network troubleshooting
- Networking: LAN/WAN
- Routers and switches
- Active Directory (basic)
- Root cause analysis
- Vendor management
- Team leadership
- Customer management
- Service desk management
Accomplishments
- Improved issue resolution efficiency by 30% through process optimization.
- Successfully managed high-volume technical escalations for enterprise clients.
- Consistently maintained SLA compliance and high customer satisfaction scores.
Languages
English
Hindi
Bengali
Timeline
Helpdesk & Support Desk Lead
ITC Infotech Ltd.
12.2025 - Current
Senior Technical Support L2 Executive
A. JoulestoWatts Business Solutions Pvt. Ltd.
06.2025 - 12.2025
Senior Technical Support L2 Advisor
Concentrix India Pvt. Ltd.
08.2019 - 06.2025
Executive – Technical
Vihaan Infrasystems India Ltd.
12.2016 - 08.2017
Field Support Engineer
Renovision Automation Services Pvt. Ltd.
05.2012 - 12.2016
Customer Support Engineer
CMS Info Systems Pvt. Ltd.
11.2011 - 06.2019
MBA - P&OM & IT
Swami Vivekanand Subharti University
Bachelor of Arts -
Hindi Sahitya Sammelan Allahabad University
Higher Secondary -
WBCHSE
Secondary -
WBBSE