Rajdeep Maity

• Troubleshot client issues and escalated tickets if needed or placed a service call if the matter was identified as ahardware concern; followed up with clients to ensure satisfaction with action taken.
• Facilitated escalation of tickets for on-site support requests to ensure timely resolution.
• Managed time and workload to meet predetermined service levels
• Troubleshot client issues and escalated tickets if needed or placed a service call if the matter was identified as a
  hardware concern; followed up with clients to ensure satisfaction with action taken.
• Developed proficiency in new applications to improve service delivery.

Being the IT Support Specialist, job is to provide administrative
support on Windows, Mac OS and Chrome OS platforms
to employees via Tickets and calls.
➢ Administration of Active Directory on Windows server 2012
platform.
➢ Managing boot installation on client devices.
Oversaw the health status of Windows servers and provided solutions on tickets, keeping SLA in mind.

Assisted with MySQL database tasks such as basic queries and data checks
➢ Experience in configuring and troubleshooting virtual machines
using VMware Fusion on Mac and VMware Workstation.
➢ Solving technical issues raised by clients through Windows
Remote Assistance, Mac VNC Viewer and Chrome Remote
Desktop app.
➢ Configuring and troubleshooting Network Printer, Corp wireless
network via internal certificate, VPN and LAN.
➢ Configuring and troubleshooting Email clients.
➢ Providing administrative support to various Google Apps:
Gmail, Hangouts, Google group, Drive, Docs etc.
➢ Handling unplanned outages and High/Urgent priority escalations.
Identifying bugs, documenting, and reporting to the engineering team.
➢ Creating and updating FAQ's for new hire training and refresher
training.

• Addressed client concerns by diagnosing problems and escalating tickets when necessary.
• Documented and managed 35-40 work logs daily, ensuring timely follow-up for resolution of client issues.
• Followed-up with clients to ensure satisfaction with action taken.
• Provided training to end-users on application usage, enhancing their operational efficiency.
• Developed proficiency in new skills and applications to support team objectives.
• Have strong knowledge of MS -excel, Windows OS, Mac OS, Active Directory, MS-Office 365 . Have hands on Experience on Jira and Service now Ticketing tool as well.

• Troubleshot client issues and escalated tickets.
• Followed-up with clients to ensure satisfaction with action taken.Managed documented work logs on average of 35-40 a day, followed up for resolution of solution offered atpoint of Call.
• Trained end-users to effectively utilise applications.
• Followed-up with clients to ensure satisfaction with action taken.
  Managed documented work logs on average of 35-40 a day, followed up for resolution of solution offered at
  point of Call.
• Have strong knowledge of MS -excel, Windows OS, Mac OS, Active Directory, MS-Office 365. Have hands on
  Experience on Jira and Service now Ticketing tool as well.
  

• Troubleshot client issues, escalated tickets as necessary, or initiated service calls for hardware concerns; ensured client satisfaction through timely follow-ups on resolutions.
• Documented and managed 35-40 work logs daily, coordinating follow-ups to confirm resolution of solutions provided during chats.
• Utilised extensive knowledge of MS Excel, Windows OS, Mac OS, Active Directory, and MS Office 365 to support users.
• Gained practical experience using Jira and ServiceNow ticketing tools to manage support requests.
• Instructed end-users on effective application usage to improve their operational efficiency.
• Acquired new skills and applications to enhance support capabilities.