Exploring New Technologies
Santosh Sikdar
Service Desk Analyst
Kolkata
Summary
I have completed my schooling from my hometown Kolkata, my father Sri. Praddyot Kr. Sikdar was an ex-employee of CMC(Computer Maintenance Corporation) and my mother Late Madhabi Sikdar was a house wife, I am just an ordinary man working in a Private Sector right now I am staying with my wife and father in my parental house
Overview
10
10
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
IT Service Desk Analyst
iMerit Technology Services Pvt. Ltd.
Kolkata
05.2022 - Current
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer service orders promptly to increase customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Configured hardware and granted system permissions to new employees.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Developed and implemented preventive maintenance procedures.
- Monitored system performance to identify potential issues.
- Tested new software and hardware prior to deployment.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured and tested new software and hardware.
- Diagnosed and troubleshot hardware, software and network issues.
Senior Service Engineer
Minosha India Ltd.
India, West Bengal
09.2019 - 05.2022
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Provided professional services and support in a dynamic work environment.
- Worked well in a team setting, providing support and guidance.
- Identified issues, analyzed information and provided solutions to problems.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Developed and maintained courteous and effective working relationships.
Automation Engineer
Radix Electrosystems Private Ltd.
Navi Mumbai, Maharashtra
12.2017 - 09.2019
- Supported Engineering and Maintenance departments with training and technical support.
- Tested equipment for proper operation and freedom from defects.
- Tested, automated and whitelisted software to be used in secure environments.
- Kept on track with deadlines for development cycle times.
- Troubleshot, fixed and improved electrical controls.
- Assisted maintenance personnel with complex troubleshooting.
- Updated and maintained project documentation for detailed recordkeeping.
- Troubleshot software to alleviate obstacles preventing functionality.
Project Engineer
Consulta Technologies Pvt. Ltd.
Navi Mumbai, West Bengal
03.2016 - 12.2017
- Monitored installation of materials and equipment for compliance with drawings and specifications.
- Trained junior engineers in workstation design and material handling.
- Delivered concise instructions to technical team to maintain quality control.
- Developed comprehensive engineering documents for all projects.
- Trained and mentored junior engineers, providing guidance and direction.
Service Engineer
Diebold Systems Private Ltd.
Kolkata, West Bengal
09.2014 - 03.2016
- Tested and checked performance of hardware and software programs.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Diagnosed and resolved machine operation variations and equipment problems.
- Performed troubleshooting and repair for complex electrical equipment.
- Cleaned and lubricated parts to keep equipment operating at peak performance.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Investigated and corrected mechanical problems with machinery.
- Developed preventive maintenance schedules to minimize downtime and optimize performance.
- Trained and supervised staff on equipment maintenance and safety procedures.
Field Service Engineer
M.R.V Infotech India Pvt. Ltd.
Chennai, Tamil Nadu
10.2013 - 09.2014
- Repaired and calibrated systems and equipment post-installation.
- Performed onsite installation, modification and maintenance of systems and equipment.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
- Investigated and troubleshot [Number] product service issues weekly.
- Applied systems analysis techniques to assess and resolve complex [Type] issues for clients and end users.
- Facilitated communication between office personnel, subcontractors and customers.
- Monitored work performance and quality to maintain standards.
- Scheduled service calls according to customer location and urgency of need.
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
Education
Bachelor of Technology - Electronics And Communications Engineering
Saroj Mohan Institute of Technology
India, West Bengal 08.2009 - 08.2012
Diploma Engineering - Electronics And Telecommunication Enineering
Saroj Mohan Institute of Technology
India, West Bengal 05.2006 - 05.2009
Skills
Software diagnosis
Technical issues analysis
Desktop support
TCP/IP
Windows 10
Technical documents comprehension
Customer service expert
Technical Support
Issue troubleshooting
PC component diagnostics
Ticket support system management
Network diagnostics
Certification
Microsoft Windows Server 2022
Interests
Listening Music, travelling, exploring historical places and events
1st Listening Music- Listening of Hard Rock Songs motivates and boost up my mind, old classic songs makes me emotional, romantic songs feels me charming
2nd Travelling- I like to travel new places mostly historical places, mountain areas
3rd exploring historical places and events- I love to explore historical places and events occurred in history through social media platform youtube
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Microsoft Windows Server 2022
01-2023
IT Service Desk Analyst
iMerit Technology Services Pvt. Ltd.
05.2022 - Current
Senior Service Engineer
Minosha India Ltd.
09.2019 - 05.2022
Automation Engineer
Radix Electrosystems Private Ltd.
12.2017 - 09.2019
Project Engineer
Consulta Technologies Pvt. Ltd.
03.2016 - 12.2017
Service Engineer
Diebold Systems Private Ltd.
09.2014 - 03.2016
Field Service Engineer
M.R.V Infotech India Pvt. Ltd.
10.2013 - 09.2014
B-Tech in Electronics and Communication Engineering
05-2013
Diploma in Electronics and Communication Engineering
08-2010
Bachelor of Technology - Electronics And Communications Engineering
Saroj Mohan Institute of Technology
08.2009 - 08.2012
Diploma Engineering - Electronics And Telecommunication Enineering
Saroj Mohan Institute of Technology
05.2006 - 05.2009