Summary
Overview
Work History
Education
Skills
Training
Personal Information
Passions
Languages
Timeline
Generic

Arnab Chakraborty

Cooch Behar

Summary

A skilled IT Service Desk Level 2 (L2) Support Technician with over 5 years of experience providing technical support in dynamic and fast-paced environments. Adept at troubleshooting hardware, software, networking, and system-related issues, while ensuring high levels of user satisfaction. Proficient in using ticketing systems (ServiceNow, Jira), remote desktop tools, and troubleshooting Active Directory, Office 365, and networking issues. Strong communication skills, with the ability to explain complex technical concepts to non-technical users. Known for excellent time management, and the ability to prioritize tasks, handle escalations, and collaborate effectively with cross-functional teams to ensure smooth IT operations.

Focused on delivering solutions in accordance with ITIL best practices, ensuring timely and efficient problem resolution, and continually improving processes to prevent recurring issues.

Overview

8
8
years of professional experience

Work History

Senior Helpdesk Associate L2

NTT DATA Services
Bengalore
08.2022 - Current
  • SCCM Troubleshooting & Issue Resolution: Diagnosed and resolved complex SCCM-related issues, including deployment failures, client communication problems, and software update issues, ensuring minimal impact on business operations.
  • Client Communication Issues: Identified and resolved issues with SCCM client communication, including addressing certificate issues, network problems, and client configuration errors. Reduced client communication failures by 30%
  • Office 365 Application Support: Troubleshot and resolved issues related to Microsoft Office apps (Word, Excel, Outlook, etc.), including installation problems, updates, and application crashes. Reduced application-related service desk tickets by 35%.
  • Email and Outlook Issues: Diagnosed and fixed issues with Outlook synchronization, connectivity problems, and configuration errors for users. Ensured a 99% uptime for Exchange Online, resolving email delivery delays and login issues.
  • Account and License Management: Assisted with user account creation, license assignment, and role-based access management in Microsoft 365 Admin Center. Troubleshot issues related to account provisioning, license assignments, and user permissions.
  • Exchange Online Troubleshooting: Managed issues related to Exchange Online, including mailbox migrations, connection problems, and issues with sending/receiving emails. Ensured proper mailbox functionality by resolving 98% of email-related issues within 24 hours.
  • Active Directory User Authentication: Diagnosed and resolved issues related to user authentication failures, login errors, and account lockouts. Reduced login-related incidents by 40% through timely troubleshooting and resolution.
  • Increased customer satisfaction by resolving complex issues, and providing exceptional service at all times.
  • Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
  • Enhanced team productivity by streamlining communication and implementing efficient project management tools.

Senior Associate

Wipro
Kolkata
05.2018 - 04.2021
  • Providing technical support to customers via chat, calls, and emails.
  • Managing and supporting complaints from global users for all HP products.
  • Initiated team engagement activities to increase team bonding.
  • Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
  • Received award for Best Performance 3 times, for high score in terms of 'First-Call Resolution'.
  • Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
  • Coordinated training sessions for team members on incident management best practices, strengthening overall team performance.

Business Development Executive

CareerGraph Institute of Professionals Pvt. Ltd
kolkata
05.2017 - 04.2018
  • Company Overview: Consultancy
  • Shortlisting candidates from online job applications and applicants referred by resourcing consultancies
  • Scheduling and coordinating job interviews for the candidates
  • Nominating candidates for appropriate trainings on basis of interviews taken
  • Evaluating the candidature and referring appropriate candidates for campus interviews consistent with the evaluation
  • Consultancy

Education

B.tech -

WBUT
07.2016

Higher Secondary -

WBCHSE
06.2012

Secondary -

WBBSE
06.2010

Skills

  • Windows (Windows 7, 8, 10, Windows Server)
  • macOS (Basic troubleshooting, application support)
  • Active Directory (AD) and User Management
  • Microsoft Exchange (on-premises and online)
  • Office 365 (Admin portal, Exchange Online, Outlook, Teams)
  • Teams setup and troubleshooting (meetings, channels, permissions)
  • OneDrive for Business troubleshooting: sync issues, permissions
  • Incident, Problem, and Change Management based on the ITIL framework
  • Prioritization, categorization, and escalation of tickets
  • SLA management and reporting
  • TCP/IP, DNS, and DHCP troubleshooting
  • VPN setup and support, remote connectivity issues
  • Wi-Fi connectivity troubleshooting (router, signal issues)
  • Remote Desktop Protocol (RDP) and VDI

Training

Advance Telecommunication, Overview of wire and wireless communication techniques along with future trends.

Personal Information

Title: Senior Associate

Passions

  • Photography
  • Sketching
  • Editing

Languages

Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Timeline

Senior Helpdesk Associate L2

NTT DATA Services
08.2022 - Current

Senior Associate

Wipro
05.2018 - 04.2021

Business Development Executive

CareerGraph Institute of Professionals Pvt. Ltd
05.2017 - 04.2018

B.tech -

WBUT

Higher Secondary -

WBCHSE

Secondary -

WBBSE

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Arnab Chakraborty