Shirsa Ghosh
Bangalore
Summary
- Overall, 6 years of experience in the field of IT support and escalation support.
- Experienced in ITSM tools like ITSM pro and ServiceNow and SIM ticketing tool.
- Experience as System Administrator and Incident management.
- Experience in all phases of SDLC like implementation and maintenance.
- Ability to work effectively while working as a team member as well individually.
- Experience in working with multiple vendors and geographically distributed teams.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Support Engineer I (GSD 2)
Amazon Development Centre
10.2023 - Current
- Working on contacts escalated from GSD1 team.
- Maintaining software/system health by monitoring log files, network statics via Grafana and Kibana.
- Help create/update powershell scripts for mailbox, user accounts, system accounts creation and maintenance.
- Lead the technical support team of 5 people in managing and resolving incidents.
- Proficiency in incident and IT service management.
- Authoring/Updating and creating Knowledge Base articles and customer facing IT articles.
- Conducting Knowledge sharing sessions.
- Conducting Onboarding programs for new Amazon employees to provide better Day 1 experience.
- Guiding GSD1 engineers on Assist tool on live support when they have exhausted all troubleshooting steps.
IT Support Assoc II (GSD1)
Amazon Development Center
10.2021 - 09.2023
- Joined as an L3 engineer and was responsible for providing comprehensive Technical Support to Amazon corporate employees worldwide.
- L1 Troubleshooting - Diagnosed and troubleshooted end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow up to ensure problem is resolved.
- Performed all sorts of basic troubleshooting on various applications including exchange, M365, Cisco VPN, SharePoint, etc
- Hands on creating and maintaining MDM profile and Airwatch accounts along with knowledge on Intune.
- User Access Management – Responsible for User Access Management, creation and modification of user accounts in Active Directory and in other specific applications as per client requirements also ensuring that incidents and REQs are not breaching SLA as well as OLA.
Associate
Ernst & Young
05.2020 - 10.2021
- Responsible for User Access Management, creation and modification of user accounts in EY Web based products and also creating engagements.
- L1 Troubleshooting - Performing all sorts of basic troubleshooting on various applications as per client requirement and also troubleshooting website issues, and testing EY products for specified requirements.
- Incident Follow up - As per agreed timeline with incident management team, performing incident follow ups in a timely manner to avoid incident ageing.
- Fulfilling all KPIs by maintaining log in hours, AHT, UPLs, learnings and certifications, CSAT etc.
- Escalating out of scope issues to SD L2 team after proper incident documentation and troubleshooting steps performed.
- Managing email queue and unassigned incident and REQ queue for Service Desk L1 team by doing even distribution to the available analysts.
Analyst/Software Engineer
Capgemini India Ltd.
03.2019 - 04.2020
- User Access Management - Responsible for User Access Management, creation and modification of user accounts in Active Directory and in other specific applications as per client requirements also ensuring incidents and REQs are not breaching SLA as well as OLA.
- L1 Troubleshooting - Performing all sorts of basic troubleshooting on various applications (Outlook, VPN, Internet Explorer etc) while adhering to the KB Articles.
- Incident Follow up - As per agreed timeline with incident management team, performing incident follow ups in a timely manner to avoid incident ageing.
- Fulfilling all KPIs by maintaining log in hours, AHT, UPLs, learnings and certifications, CSAT etc.
- Escalating out of scope issues to SD L2 team after proper incident documentation and troubleshooting steps performed.
- Managing email queue and unassigned incident and REQ queue for Service Desk L1 team by doing even distribution to the available analysts.
Education
Bachelor of Technology - Information Technology
College of Engineer & Management, Kolaghat
West Bengal07-2018
Skills
- Concept of OSI Layer, cables and connectors, topology
- Worked on O365 Exchange, M365, Outlook and MS Office troubleshooting
- Application Support
- IT Service Management
- Worked on multi-channel process support including chat/call/email
- Incident management/co-ordination
- Remote Desktop Support
- Active directory administration
- User access management
- SCCM and software deployment policy
- MS Exchange
- Linux and Mac OS experience
- ITILV4 certified
- Team Lead
Tools:
- Kibana and Grafana Monitoring Tools
- Active Directory Tools
- Worked on PowerShell scripts to create mailbox
- JAM-F, MDM account management
- Airwatch account
- Virtual Desktop Infrastructure (VDI)
- Citrix XenApp and Desktop
- Slack and Quip
Certification
ITIL V4
Completed Basic Networking and MCSA
British Council CEFR certified.
Timeline
IT Support Engineer I (GSD 2)
Amazon Development Centre
10.2023 - Current
IT Support Assoc II (GSD1)
Amazon Development Center
10.2021 - 09.2023
Associate
Ernst & Young
05.2020 - 10.2021
Analyst/Software Engineer
Capgemini India Ltd.
03.2019 - 04.2020
Bachelor of Technology - Information Technology
College of Engineer & Management, Kolaghat
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