Nilay Mitra
Pune
Summary
Adept at network troubleshooting and problem-solving, I enhanced system efficiency by 30% at TATA Consultancy Services through innovative software support and effective maintenance strategies. My proactive approach and ability to prepare detailed reports underscore my technical and analytical skills, making me a valuable asset to any IT team.
Overview
7
7
years of professional experience
Work History
Technical Support Executive
Poonawala Fircorp
PUNE
01.2025 - Current
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Resolved technical queries related to product features, functionality, installation and configuration of software applications.
- Monitored ticketing system for incoming requests from customers requiring assistance with their products or services.
- Provided technical support to customers via phone, email and remote access tools.
- Provided technical advice regarding the purchase of new products or services based on customer requirements.
Desktop Support Engineer
TVS Electronics
PUNE
12.2023 - 05.2024
- Maintained positive working relationship with fellow staff and management.
- Provided remote desktop support using tools like TeamViewer and Remote Desktop, increasing issue resolution speed.
- Assisted in the setup of new workstations with appropriate operating systems, software applications and peripheral devices.
- Collaborated with IT team members to share knowledge and improve support processes.
- Provided technical assistance to users in person, via phone or email.
- Performed server patching activities using Windows Server Update Services.
User Support Specialist
TATA Consultancy services
07.2018 - 11.2023
- Company Overview: Project Type: User support and asset management
- HP TEMIP, Service manager
- Resolving medium and low level incidents
- Take proper action on alerts and troubleshoot to bring the server under threshold
- Preparation of Daily and Monthly and reports
- Proper communication to relevant Stakeholders for planned and unplanned activities
- Any IT related Issues Providing call assistance and resolution of the query with the help of Ticketing tool (Alpha Support) Tracking of various issues
- Co-ordinating with various teams for resolution of issue
- Preparing Daily, Weekly and Monthly reports
- Preparing Roster for Team
- Maintaining and Preparing SLA report and presenting to Management
- Working knowledge of incident Management Tools
- Following Standard procedures for proper escalation of unresolved issue to the internal Teams for resolution of issue
- Co-ordinating with Team-mates so that everybody is on the same page
- Proper communication setup from Client to management so that there is not communication gap
- Active Directory and Application Management asset tagging detagging Asset inventory, Asset lifecycle management
- Access Management (New ID Creations, Amendment, Deletions) Print Server Management, Users and Groups
- Exposure to ITIL based work environment
- Experience in Technical Support handling global customers
- Experience in troubleshooting connectivity related issues i.e
- VPN
- Experience in application support i.e
- Web or client based applications
- Internet Proxy Setting, Password Management
- Experience in troubleshooting messaging technologies i.e
- Outlook related issue
- Experience of working in SLA based environment
- Understanding of Service Desk Environment and its day to day operations
- Support to user’s via phone, Email and Remote
- Taking follow up with support team till resolution of issues within SLA
- Local printer and scanner configuration
- User profile configuration
- Preparing daily monthly reports
- Project Type: User support and asset management
- HP TEMIP, Service manager
Education
B.tech - ME
01.2015
Diploma -
Automobile engg.
01.2012
Secondary Examnination -
01.2008
Skills
- Network Troubleshooting
- Trouble shooting
- Problem solving
- Data center Management
- Software support
- Maintenance
- Report Preparation
- Systems
- Ramps
- New Activity
- Remote installation service
Hobbies and Interests
- Playing football
- Listening to music
Disclaimer
The above data is true to best of my knowledge, MM/DD/YY, Pune
Languages
- English
- Hindi
- Bengali
Personal Information
- Date of Birth: 02/13/92
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Technical Support Executive
Poonawala Fircorp
01.2025 - Current
Desktop Support Engineer
TVS Electronics
12.2023 - 05.2024
User Support Specialist
TATA Consultancy services
07.2018 - 11.2023
B.tech - ME
Diploma -
Automobile engg.
Secondary Examnination -
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