Shashwata Sarkar
Krishnanagar
Summary
Dynamic IT professional with extensive experience at SBL Knowledge Services, excelling in network troubleshooting and technical support. Proven track record in project management and team leadership, successfully resolving complex issues and enhancing system performance. Adept at utilizing ticketing systems to streamline operations and improve user satisfaction.
Overview
10
10
years of professional experience
Work History
Project Associate (IT)
SBL Knowledge services
Agartala
09.2022 - Current
- Managing switches, access points, WLCs, monitoring network performance, and auditing for areas of improvement.
- Managing PCs, tablets, Microsoft Surfaces, and various IT equipment, and scheduling system upgrades.
- Diagnosed and resolved user-reported problems effectively and efficiently.
- Assisted in maintaining network systems and security protocols for end-users.
- Provided technical support for hardware and software issues across departments.
- Responded to support tickets promptly, ensuring timely resolution of requests.
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Maintained inventory records of all hardware components within the organization's network.
- Assisted with network infrastructure design and implementation.
- Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
Installation Engineer
Bharti Airtel
Udaipur
12.2021 - 09.2022
- Installing and configuring network devices, including ONTs, OLTs, Modems of Bharti Airtel.
- Executing re marketing, re targeting, custom audience campaigns.
- Resolving any technical issues of ONTs Problem.
- Monitoring ONTs network performance.
- Audit for areas of improvement.
- Handling hardware Splicing Machine, OTDR Meter, Laser light, LIU Box. Pitch cord (LC-LC, LCSC etc.), Pigtail.
- Conducted site surveys to assess installation requirements and challenges.
- Trained junior technicians on installation procedures and safety protocols.
Team leader (Technical support)
K.G.N Group
Noida
12.2018 - 04.2021
- Motivating team members and guiding them on the most effective sales and marketing techniques.
- Monitoring member performance and providing feedback on areas for improvement to ensure continuous growth and company success.
- Preparing reports to keep the clients and senior managers updated on the project's progress.
- Monitoring inventory and determining products that require additional supply.
- Gateway management.
- Monitored performance metrics to identify areas for improvement in team output.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Led a team of six individuals in achieving quarterly sales targets, exceeding goals.
- Identified needs of customers promptly and efficiently.
- Organized client meetings to provide project updates.
- Determined consumer needs to provide products and services appealing to larger market.
Technical Support Executive
Vmak Research & Services
Noida
12.2016 - 10.2018
- Provided technical assistance to customers via phone and email support.
- Resolved hardware and software issues for various devices and systems.
- Understanding customer needs and requirements.
- Documented troubleshooting steps in the ticketing system for future reference.
- Assisted in developing user guides and FAQs for common technical issues.
- Participated in team meetings to discuss ongoing projects and support strategies.
- Resolved technical queries related to product features, functionality, installation and configuration of software applications.
- Monitored ticketing system for incoming requests from customers requiring assistance with their products or services.
- Assisted customers with troubleshooting network connectivity issues on their computers or other devices.
- Provided technical advice regarding the purchase of new products or services based on customer requirements.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
Technical Support Executive
Day in Day out
Noida
08.2015 - 12.2016
- Provided technical assistance to customers via phone and email support.
- Resolved hardware and software issues for various devices and systems.
- Documented troubleshooting steps in the ticketing system for future reference.
- Monitored customer feedback to identify areas for service improvement.
Education
B. Tech - Mechanical Engineering
Naraina College of Engineering & Technology
Kanpur01.2012
Skills
- Network troubleshooting
- Technical support
- Hardware installation
- Software configuration
- Systems auditing
- Ticketing system management
- Team leadership
- Problem solving
- Project management
- Infrastructure design
- Systems maintenance
Hobbies and Interests
- Surfing Net
- Listening Music
Projects
Highly capable, versatile and accomplished Senior IT Support Engineer with more than 6 years extensive management experience, planning and implementing computer systems and networks. I have in-depth knowledge of Network & Asset Deployment and participated in IT network development as Network Administrator., National eVidhan Application (NeVA), Manage & support IT infrastructure of the organization including Data Center room and 350+ endpoints., Accountable for developing, implementing systems and processes to minimize the internet-oriented issues., Manage and Maintain change management for all changes in the Network, Firewalls and Routers., Manage Firewall configuration and setup accesses as per business requirements., Accountable to setup IT Infrastructure for existing and new customers.
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge.
Personal Information
- Date of Birth: 08/30/90
- Gender: male
- Nationality: Indian
Technical Exposure
Networking, NMS, Helpdesk, Firewall, Basics of Auto CAD, PRTG, FortiGate web tool, OS Ticket, DAMS Tool, Libre CAD
Languages
Bengali
First Language
English
Intermediate (B1)
B1
Hindi
Upper Intermediate (B2)
B2
Timeline
Project Associate (IT)
SBL Knowledge services
09.2022 - Current
Installation Engineer
Bharti Airtel
12.2021 - 09.2022
Team leader (Technical support)
K.G.N Group
12.2018 - 04.2021
Technical Support Executive
Vmak Research & Services
12.2016 - 10.2018
Technical Support Executive
Day in Day out
08.2015 - 12.2016
B. Tech - Mechanical Engineering
Naraina College of Engineering & Technology
Similar Profiles
Karan G MKaran G M
Software Engineer at SBL Knowledge ServicesSoftware Engineer at SBL Knowledge Services
Sree Kumar SSree Kumar S
Senior Administrative Executive at SBL Knowledge Services Pvt LtdSenior Administrative Executive at SBL Knowledge Services Pvt Ltd
Spandana DM Spandana DM null
BIM Engineer at SBL Knowledge Services Private LimitedBIM Engineer at SBL Knowledge Services Private Limited
Tumpa KarmakarTumpa Karmakar
Assistant Teacher of Life Sciences at Government of West BengalAssistant Teacher of Life Sciences at Government of West Bengal
Sourav BiswasSourav Biswas
Sr. Engineer (Elec) at Larsen and Toubro Ltd. (L&T Construction)Sr. Engineer (Elec) at Larsen and Toubro Ltd. (L&T Construction)