Raj Kumar Acharya
Kolkata
Summary
Ambitious Executive successful at setting policies, improving performance, and updating processes. Looking to apply knowledge and expertise to contribute to business sustainability and growth. Pursuing challenging new position at a growing organization.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior IT Helpdesk Executive
ARC Document Solutions
Kolkata
08.2024 - Current
- Provide L1 and L2 technical support exclusively to international clients in a 1000+ user environment
- Spearheaded implementation of a new ticketing system, reducing resolution time by 15%
- Supervised a team of 7 helpdesk engineers, increasing customer satisfaction by 25%
- Resolved network and system issues proactively, reducing downtime by 30%
- Utilized ServiceNow, Freshservice, and ManageEngine for incident management and reporting
- Delivered remote support via AnyDesk, TeamViewer, and Workspace ONE
Desktop Support Engineer (L2)
Progressive Infovision Pvt. Ltd.
05.2021 - 02.2024
- Provided desktop and technical support to 450+ users
- Closed 95% of tickets on first contact without escalation
- Resolved system crashes, network slowdowns, and email issues
- Achieved a user satisfaction score of 4.9/5.0
- Installed secure LAN/WiFi/VoIP networks at remote sites
- Managed IT assets and maintained inventory database
Customer Support Engineer (L1)
Sysnet Global Technology Pvt. Ltd.
08.2019 - 05.2021
- Supported 150+ users by resolving software, hardware, and connectivity issues
- Reduced incident callback rate by 12%
- Provided printer, network, and system troubleshooting
Desktop Support Engineer (L1)
Skill Join Pvt. Ltd.
03.2018 - 03.2019
- Delivered basic desktop and technical support to end users
- Installed OS and essential software
- Assisted with system setup, file sharing, and network issues
Education
Bachelor of Arts (B.A.) -
UN College Nalagaja
Nalagaja, Mayurbhanj01.2018
12th - Arts
CBSE
01.2015
10th -
Odisha Board
01.2011
Skills
- International Technical Support (L1/L2)
- ITSM tools: ServiceNow, Freshservice, etc
- Windows OS and server environments
- VPN
- SSO
- Active Directory
- adds
- Remote tools: AnyDesk, TeamViewer, Workspace ONE, and LogMeIn
- Microsoft Outlook and email support
- Printer and network configuration
- OS and software installation and troubleshooting
- Asset management and inventory
- Antivirus and encryption handling
Certification
- CCNA (200-301)
- Hardware and networking
- sap basis
Languages
Odia
First Language
English
Advanced (C1)
C1
Hindi
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
DECLARATION: -
I hereby declare that all the information above is made by me, and it is true to the best of my knowledge
Timeline
Senior IT Helpdesk Executive
ARC Document Solutions
08.2024 - Current
Desktop Support Engineer (L2)
Progressive Infovision Pvt. Ltd.
05.2021 - 02.2024
Customer Support Engineer (L1)
Sysnet Global Technology Pvt. Ltd.
08.2019 - 05.2021
Desktop Support Engineer (L1)
Skill Join Pvt. Ltd.
03.2018 - 03.2019
Bachelor of Arts (B.A.) -
UN College Nalagaja
12th - Arts
CBSE
10th -
Odisha Board
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