Saptarshi Ghosh
Technical Support Analyst
Summary
A confident and reliable ITIL Foundation-certified IT Support Engineer with over 8 years of practical experience in resolving computer-related issues raised to the service desk. Proven ability to administer, operate, and maintain computer-based information systems, demonstrating attention to detail and the ability to multitask under pressure. Efficiently monitors, tracks, and audits all asset moves, resolutions, and changes in accordance with organizational requirements. An excellent communicator who establishes strong relationships at all levels and showcases flexibility in working both independently and as part of a team. Committed to sharing knowledge and collaboratively providing the right solutions to customers. Seeking to advance a successful career by joining an ambitious and expanding organization.
Overview
10
10
years of professional experience
1
1
Certification
Work History
System Analyst
Tesco HSC
11.2017 - Current
- Provided technical assistance to Tesco Bank and Tesco PLC users; managed and optimized customer service during shifts.
- Operated and maintained an IT environment encompassing Active Directory, Exchange, Backup, and Office 365 account administration (including account creation, permissions management, password resetting, and group account creation).
- Handled hardware and software repair tasks.
- Oversaw IT installations during shifts.
- Participated in Root Cause Analysis (RCA) to address technical issues.
- Maintained proficiency in Windows and Chromebook device maintenance.
- Ensured all faults were addressed and resolved within SLA, adhering to ITIL processes.
- Managed Cisco Jabber/Finesse setup, usage, and troubleshooting on laptops.
- Extensively worked with Outlook and Shared Drive setups, addressing configuration issues.
- Maintained user access to Linux and AIX servers.
- Administered and configured the Service Desk Ticketing System.
- Provided Remote Desktop Support for users.
- Developed and maintained a self-service troubleshooting reference manual for end users, resulting in a 25% reduction in service desk requests/incidents.
- Possessed working knowledge of VMware vSphere client, including remote work with desktops and servers.
- Extensively provided user support through voice and chat on ServiceNow and Zendesk tools.
- Logged incidents and maintained records of all user calls using the designated tool.
- Efficiently answered incoming calls, logging all user questions and issues into the ticketing system.
System Engineer
TCS
07.2014 - 10.2017
- Provided technical assistance to PwC Australia clients through voice support; managed and optimized customer service during shifts.
- Oversaw entire IT installations during shifts.
- Handled MobileIron Email Configuration on smartphones and tablets.
- Troubleshot network-level printers, including configuring network and standalone printers.
- Participated in weekly team meetings, providing updates on open issues and escalations.
- Logged incidents and maintained records of all user calls using the designated tool.
Education
B.Com - Commerce
Calcutta University
Kolkata, India 04.2001 -
Skills
IT Support
ITIL Foundation Certified
Computer Systems Administration
Asset Management
Problem-Solving
Multitasking
Attention to Detail
Communication Skills
Teamwork
Independent Working
Knowledge Sharing
Customer Service
Network Configuration
Incident Logging
IT Installations
MobileIron Email Configuration
Printer Troubleshooting
Remote Desktop Support
Service Desk Ticketing Systems
VMware vSphere
Active Directory
Microsoft Exchange
Office 365 Administration
Windows and Chromebook Device Maintenance
Cisco Jabber/Finesse
Outlook and Shared Drive Configuration
Linux and AIX Servers
ServiceNow and Zendesk Tools
Network Printers Configuration
Voice Support
Certification
ITIL Foundation Certification
Timeline
ITIL Foundation Certification
08-2019
System Analyst
Tesco HSC
11.2017 - Current
System Engineer
TCS
07.2014 - 10.2017
B.Com - Commerce
Calcutta University
04.2001 -