Santosini Routray
Analyst III Infrastructure services
Cuttack
Summary
Dedicated professional specializing in technical issue resolution via remote support and effective communication. Expertise in Active Directory and Service Management, aimed at improving user experiences and reducing problem frequency.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
1
1
Language
Work History
Analyst III Infrastructure Services
DXC TECHNOLOGY P.V.T L.T.D
10.2021 - Current
- Resolve incoming internal or external businesses and end user's problems via telephone and e-support.
- Troubleshooting Windows, Outlook, Teams, Citrix, VPN, Security App etc. over Remote Support
- Document all call information according to standard operating procedures
- Proactively assist customers to avoid or reduce problem occurrence.
- Administration of Active Directory Users and Computers
- Providing approvals for Privileged User account creation
- Enabling the local administrator access for accounts on the Windows servers
- Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
- Efficient handling of tickets via SM tools without breaching SLA
- Performing compliance task activities related to the different security products
- Route calls and tickets to appropriate resources and Domains who can best support the user.
- Identify and escalate issues to supervisors as and when needed, provide product and service information to customers.
- Engage team members for support as required to ensure internal or external business and end user SLA demands are met.
Education
BSC - ITM
Ravenshaw University
01.2014 - 01.2017
Master of Science - ITM
Ravenshaw University
CUTTACK 04.2018 - 01.2020
Skills
Service management and ServiceNow
Technical troubleshooting
Microsoft 365
VPN configuration
SQL database management
Incident management
Remote support services
Technical issue resolution
Active Directory management
Windows administration
Customer relationship management
Certification
ServiceNow - Incident Management - Incident Creation & Routing certification
Interests
Hobbies: Listening Music, playing badminton, Paintings
STRENGTHS:
Optimistic
Hard Working
Quick Learner
Disclaimer
I hereby declare that all the information mentioned above is true to the best of my knowledge.
Date: 2025-08-10
Santosini Routray
Timeline
Analyst III Infrastructure Services
DXC TECHNOLOGY P.V.T L.T.D
10.2021 - Current
Master of Science - ITM
Ravenshaw University
04.2018 - 01.2020
BSC - ITM
Ravenshaw University
01.2014 - 01.2017