Shubham Goswami
Kolkata
Summary
Results-driven and highly skilled IT professional with 12 years of comprehensive experience, including a solid 5 year track record as a Service Desk Lead. Proven success in overseeing and optimizing service desk operations to deliver exceptional IT support and enhance end-user satisfaction. Adept at leading and motivating cross-functional teams to achieve high-performance levels, with a focus on continuous improvement and streamlined processes. Demonstrated expertise in incident management, customer service, and implementing best practices to ensure service desk efficiency. Strong communication and collaboration skills, facilitating positive relationships with end-users and cross-functional IT teams. Leveraging a solid technical background and a results-oriented approach to drive successful outcomes in dynamic and challenging IT environments.
Overview
12
12
years of professional experience
Work History
Wintel & Virtualization Admin
Microland
07.2022 - 12.2023
- Server Deployment and Maintenance: Deploy, configure, and maintain Windows servers, ensuring they are up-to-date with patches and updates
- Active Directory Management: Manage Active Directory services, including user accounts, group policies, security settings, and domain controllers
- Server Hardware: Oversee the physical hardware of Windows servers, including troubleshooting hardware issues and coordinating repairs or replacements
- File and Print Services: Configure and manage file and print services, ensuring data accessibility and security
- Backup and Recovery: Implement and manage backup solutions to protect data and systems, and develop disaster recovery plans
- Security and Patch Management: Ensure server security by applying security policies, implementing antivirus solutions, and regularly patching and updating servers
- Monitoring and Performance Tuning: Monitor server performance, troubleshoot performance issues, and optimize server configurations for efficiency
- User Support: Provide user support for Windows-related issues, including troubleshooting problems and assisting with software installations
- Implementing, and maintaining Windows Server environments, Active Directory, DNS, DHCP, Group Policy, and Exchange Server
- Documentation: Maintain documentation of server configurations, procedures, and troubleshooting guides
- Compliance: Ensure that servers and systems adhere to organizational and regulatory compliance standards
- Hypervisor Management: Install, configure, and manage virtualization hypervisors like VMware vSphere and Microsoft Hyper-V
- Virtual Machine (VM) Deployment: Create, configure, and manage virtual machines, including resource allocation, networking, and storage
- Server Roles Management: Manage server roles and services such as Domain Name System (DNS), Dynamic Host Configuration Protocol(DHCP), and File Services
- Security: Coordinate with other members of the SOC team and relevant IT teams to contain and mitigate the impact of security incidents.
Service Operations Lead
Microland Limited
Chennai
07.2017 - 07.2022
- Team Leadership: Supervised and led a team of service desk professionals, providing guidance and support to ensure optimal performance
- Incident Management: Oversaw the timely and accurate resolution of IT incidents and service requests
- Customer Support: Provided excellent customer service by addressing and resolving user issues in a courteous and efficient manner
- Training and Development: Conducted training sessions for service desk staff to enhance technical skills and customer service capabilities
- Performance Metrics: Established key performance indicators (KPIs) to measure and improve the performance of the service desk
- Technology Management: Oversaw the deployment and management of service desk tools and technologies
- Communication: Facilitated communication between the service desk team and other IT departments
- Process Improvement: Identified areas for process improvement and implemented changes to enhance efficiency
- Collaboration with Other IT Teams: Collaborated with other IT teams, such as network, security, and system administrators, to resolve complex issues and implement changes
- Documentation: Maintain accurate and up-to-date documentation for standard operating procedures, knowledge base articles, and incident records
- Adherence to ITIL Framework: Apply ITIL (Information Technology Infrastructure Library) best practices in incident management, problem management, and other IT service management processes
- Vendor Management: Manage relationships with third-party vendors and service providers to ensure effective collaboration in incident resolution
- Monitoring and Reporting: Monitor service desk performance metrics, analyzing trends and identifying areas for improvement
- Service Improvement: Continuously identify opportunities for service improvement and efficiency gains.
Senior IT Technology Consultant
Sutherland Global Services
07.2015 - 07.2017
- Working as a SME and Training New Joiners
- Problem Identification and RCA of issues
- Handling of Escalation cases and Major Incident Tickets
- Manage queues and assign tickets to analysts
- Create KB articles and train the team
- Maintain ownership and follow up on tickets till closure.
Project Engineer
Wipro Technologies
11.2011 - 07.2015
- Deliver an outstanding customer experience by focusing on employees' needs and providing timely resolutions with clear and regular communication
- Understand the critical needs of the business and escalate urgent issues to minimize the impact on business productivity
- Provide a single point of contact for employees and confidence that we are actively addressing their IT Issues
- Ensure Tickets are resolved within SLA
- Contribute to service desk objective, provide an excellent customer service experience.
Education
B.Com( Commerce ) -
Seth anandram jaipuria college
01.2011
Skills
- Project Management
- Infrastructure Support
- ITSM Modules
- Incident Management
- People Management
- Vendor Management
- Customer Service Operations
- Team Handling
- Communication Skills
- Documentation Skills
- Service Now Ticketing
- BMC Remedy
- Active Directory
- Windows Server Administration
- Group Policy Management
- DNS Management
- DHCP Management
- SCCM Administration
- Intune
- Hyper V Administration
- Patch Management
- Powershell Scripting
- Security Incident
- Microsoft Azure
Social Links - Linkedin
https://www.linkedin.com/in/shubhamgoswami-a8a11456/
Courses Certifications
- ITIL V3 Foundation
- MCSA : Windows Server 2012 R2 70-410
- Certification MCID 13532528
- IBM Cyber Security Fundamentals
- Azure Fundamental AZ 900
Personal Information
- Total Experience: 12 Years 0 Month
- Date of Birth: 05/12/90
- Gender: Male
- Marital Status: Single / Unmarried
Languages
- Bengali
- English
- Hindi
Timeline
Wintel & Virtualization Admin
Microland
07.2022 - 12.2023
Service Operations Lead
Microland Limited
07.2017 - 07.2022
Senior IT Technology Consultant
Sutherland Global Services
07.2015 - 07.2017
Project Engineer
Wipro Technologies
11.2011 - 07.2015
B.Com( Commerce ) -
Seth anandram jaipuria college
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