Sahil Kumar
Chittaranjan
Summary
Technical support professional with proven track record in solving complex technical issues and enhancing user experience. Known for strong team collaboration and adaptability to dynamic environments, consistently delivering reliable support and effective solutions. Expertise includes software troubleshooting, network configuration, and user training, alongside commitment to achieving tangible results.
Overview
4
4
years of professional experience
1
1
Certification
Work History
SW/App/Cloud Tech Support Analyst
Accenture Solutions Pvt. Ltd.
03.2022 - Current
- Worked as a SME for multiple clients. Raising incidents and checking service requests with all technical issues within desired SLA. Helping with training and process knowledge for new resources and ensuring ticket/email and chat hygiene.
- Working with 2nd level teams to resolve major incidents and work on possible outages in a timely manner for client.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Worked on Service now and BMC Helix Smart IT remedy ticketing tool and Net agent moxie for chats.
- Worked on issues like Windows OS, VPN, MS Office, MFA Configuration, IBM notes setup, IAM, Active directory and claims applications like claimpro, Mitchell Estimating ,PD suite etc.
- Worked with client to flag and make correction in KBA's to ensure information is current.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
System Administrator
Wipro Technologies
03.2021 - 03.2022
- Worked as first point of contact as a technical support for Swedish-Swiss MNC clients, providing support to users all around the globe at a count of 40 users per day.
- Hands-on experience in Service Now ticketing tool and Active directory users & computers, CMD basic network commands, Network logs collection. Proficiency in dealing with chats, calls, emails, and self-service tickets.
- Areas in which handled incidents – Office 365, MS Exchange, AD, VPN and Windows troubleshooting, SAP GUI, Salesforce, Power BI. Also worked on network issues related to LAN and WLAN connections. Basic troubleshooting related to Hardware & Printer issues
- Maintained Quality, stack rankings and compliance parameters as per QA Analyst.
Education
B.Tech - Mechanical Engineering
Narula Institute of Technology
06.2020
Higher Secondary - undefined
Adarsh Vikas Vidyalaya
05.2016
Matriculation - undefined
Kendriya Vidyalaya Chittaranjan
05.2014
Skills
- Service Desk Management & Incident management
- Remote Desktop and technical support
- Active Directory
- Office 365
- Troubleshooting HW & SW
- Printer installations and configurations
- Azure Virtual Desktop,VMware
- Troubleshooting and Diagnostics
- VPN configuration and Troubleshooting
- Quality assurance
- ITIL framework
- Operating systems
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Elementary (A2)
Certification
AZ-900 Microsoft Azure Fundamentals Certified
Timeline
SW/App/Cloud Tech Support Analyst
Accenture Solutions Pvt. Ltd.
03.2022 - Current
System Administrator
Wipro Technologies
03.2021 - 03.2022
Higher Secondary - undefined
Adarsh Vikas Vidyalaya
Matriculation - undefined
Kendriya Vidyalaya Chittaranjan
B.Tech - Mechanical Engineering
Narula Institute of Technology
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