Shubham Kumar Jha
Kolkata
Summary
Solution-focused Technical Support Engineer known for high productivity and efficient task completion. Possess specialized skills in network troubleshooting, software configuration, and system diagnostics. Excel in problem-solving, communication, and team collaboration, ensuring seamless operations and client satisfaction.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Programmer Analyst
Cognizant Technology Solutions
09.2023 - Current
- Managed service desk operations, Providing tier 2 and tier 3 technical support to end user
- Acted as POD lead and handled a team for incident management and problem solving
- Implemented and maintained IT infrastructure including servers, networks and systems ensuring optimal performance and reliability
- Managed ticketing system to track prioritize, and resolve customer support requests
- Provided technical support for payment system, POS system, camera servers and Handheld devices
- Performed root cause analysis to identify system issues
- Collaborated with cross-functional teams to understand system requirements and integrate technical solutions
- Conducted regular audits and assessments to identify areas for improvement and implemented proactive measures to mitigate risks and vulnerabilities
- Contributed to the development of IT policies, procedures, and best practices, ensuring compliance with regulatory requirements and industry standards
Education
B.Tech - Computer Science and Engineering
Chandigarh Engineering College
Mohali05.2023
Skills
- Service Now
- Microsoft Azure
- Citrix
- Fortinet
- IT infrastructure management
- Incident management
- Technical support systems
- Problem management
Certification
- Microsoft Certified - Azure Fundamentals
- Diploma in Computer Applications
Timeline
Programmer Analyst
Cognizant Technology Solutions
09.2023 - Current
B.Tech - Computer Science and Engineering
Chandigarh Engineering College
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