Shibasish Saha
Kolkata
Summary
Results-driven Operations Support Analyst at STL Digital with expertise in Azure Cloud Services and IT Service Management. Proven ability to enhance client satisfaction through effective problem-solving and team collaboration. Skilled in Power BI data analysis, delivering actionable insights that optimize operations and drive efficiency.
Overview
2
2
years of professional experience
Work History
Operations Support Analyst
STL Digital
Kolkata
05.2025 - Current
- Incident Management (SLA / OLA)
- IT Service Management (ITSM)
- Troubleshot client networking issues to restore connectivity and user access
- PowerShell Scripting & Automation
- Telemetry Monitoring & Issue Analysis
- Power BI Data Analysis
- Developed and refined code using Visual Studio Code for various projects
- Created and maintained knowledge base documentation to enhance team resources and support
Operations Support Analyst
Infosys
10.2023 - 05.2024
- Utilized ticketing tools including Service Now, Smax, BMC Helix, and Symphony AI to streamline incident resolution.
- Administered Office 365 to support organizational communication and collaboration.
- Created IDs on Windows Active Directory server to manage user access.
- Achieved ITIL certification to enhance IT service management skills.
- IT Service Management (ITSM)
Customer Support Executive
Tech Mahindra
Noida
- Communicated with customers through phone calls, online chats, and emails to assess customer needs and provide solutions.
- Responded to customer queries on new products, services, and sales offers to support sales initiatives.
- Stored client and company files in CRM system to ensure compliance with confidentiality laws.
Service Desk Engineer
MN World
Bangalore
- Provided prompt first-line technical support to end-users, achieving quick issue resolution and enhancing user satisfaction.
- Diagnosed and resolved hardware and software problems, minimizing downtime, and optimizing user productivity.
- Demonstrated knowledge and experience with desktop operating systems (Windows, macOS), hardware components, software applications, and basic networking concepts to effectively troubleshoot issues.
- Collaborated with other IT teams to escalate and resolve complex issues.
- Monitored server performance and health to ensure reliable operations.
L2 Support Engineer
Allied Digital
Kolkata
- Collaborated with IT teams to escalate and resolve complex issues, improving overall support efficiency.
- Monitoring different Servers and Security Alerts.
- Identifying Phishing emails.
- Assigned software licenses to users, ensuring compliance with company policies and facilitating software usage.
- Created user IDs on Windows Active Directory server, enabling user access to network resources.
- Modifying and creating different DLs.
Education
B. TECH - COMPUER SCIENCE AND TECHNOLOGY
IMPS COLLEGE OF ENGINEERING AND TECHNOLOGY
01.2023
Diploma - COMPUTER SCINECE
IMPS Collège of Engineering and Technology
01.2019
Skills
- SQL
- Data analysis
- Tableau
- Azure cloud services
- Azure AD management
- IT service management processes
- Windows/MAC support
- System troubleshooting
- Printer troubleshooting
- Printer configuration
- Zscaler troubleshooting
- Employee onboarding/offboarding
- Problem solving
- Team collaboration techniques
- IT infrastructure management
Additional Information
Ability to analyze KPIs and metrics to assess service performance and drive improvements., Worked on Different Tools like BMC Helix, SMAX, Symphony and Zira., Ability to lead cross-functional teams and manage conflict effectively.
Timeline
Operations Support Analyst
STL Digital
05.2025 - Current
Operations Support Analyst
Infosys
10.2023 - 05.2024
Customer Support Executive
Tech Mahindra
Service Desk Engineer
MN World
L2 Support Engineer
Allied Digital
B. TECH - COMPUER SCIENCE AND TECHNOLOGY
IMPS COLLEGE OF ENGINEERING AND TECHNOLOGY
Diploma - COMPUTER SCINECE
IMPS Collège of Engineering and Technology