Sibasish Acharya
Bengaluru
Summary
Experienced Senior Specialist with over 5 years of experience. Excellent reputation for resolving problems and improving customer satisfaction. Highly skilled Senior Specialist with significant experience in project management, data analysis and strategic planning. Strengths include strong leadership skills, problem-solving abilities and effective communication. Previous work has led to increased efficiency in operations, streamlined processes and improved team performance.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Specialist
HCL Technologies
Bengaluru
01.2023 - Current
- Managing L1 and L2 team members and supporting clients/businesses.
- Facilitated brainstorming sessions among teams to generate innovative ideas and improve skills.
- Prepared presentations outlining project goals, timelines, SLAs, and KPIs.
- Preparing various reports for weekly and monthly client meetings to show improvements and challenges.
- Developed training materials for new staff members regarding relevant topics.
- Delegated tasks appropriately according to individual skill sets.
- Monitored team performance against targets, taking corrective action where necessary.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Trained new staff in relevant processes and procedures.
Helpdesk Senior Associate
NTT Data
Noida
03.2022 - 12.2022
- Provided technical support to customers and internal teams for escalated issues.
- Documented all escalations including resolution steps taken as well as root cause analysis.
- Provided direction and guidance to junior associates on complex tasks.
- Analyzed data and created reports for senior management.
- Resolved customer inquiries in a timely manner while adhering to service level agreements.
- Managed team resources, including assigning tasks, monitoring progress, and ensuring deadlines were met.
- Resolved problems, improved operations, and provided exceptional service.
- Looked after software deployment via SCCM, antivirus, and driver installation.
Administrator
Wipro Limited
Pune
08.2020 - 03.2022
- Troubleshoot user issues and recommend corrective actions to resolve issues.
- Performed software installations and OS upgrades to support layered software packages as L2 support.
- Assisted in the installation and configuration of hardware, software, and network components.
- Coordinated with vendors for procuring IT equipment such as computers and peripherals.
- Active Directory objects (users, computers, groups) creation and management.
- Mailbox and DL management, file shares access management via AD.
- Tools Used: Active Directory, Azure Active Directory, Domino Lotus Notes, Ping Federation, JIRA, and Confluence.
Technical Support Associate
Tech Mahindra
Bhubaneswar
10.2018 - 03.2020
- Configured hardware, devices, and software to set up workstations for employees.
- Resolved issues with systems, hardware, and telephones quickly and accurately.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Provided technical assistance to customers via phone, email, or chat.
- Resolved issues related to network connectivity, printers, operating systems, applications, and other IT-related topics.
- Provided guidance to less experienced technicians when needed.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Education
10th -
Stewart School
Bhubaneswar Bachelor Of Engineering - Mechanical Engineering
Gandhi Engineering College
Bhubaneswar 12th (Science) -
Vikash Residential College
Bhubaneswar Skills
- End user experience
- Asset Management
- Technical Skills- Azure active directory, active directory, Google Exchange admin, Sailpoint, SCCM, Intune
- Administrator access- AD, AAD, Lotus notes, Better cloud, Ring central, Exchange admin
- Project management, People Management
- ITSM TOOLS- SeviceNow, EasyVista and BMC Remedy
- Team Leadership
- Documentation And Reporting
- Shift Scheduling
- Quality Improvement
- Teamwork and Collaboration
Profile
- Flexible to handle multiple teams as well as work independently.
- Excellent interpersonal skills, written & Verbal communication.
- Ability to work under pressure and meet deadlines.
Certification
- Bronze level DEI Certified
- ITIL V4 Certificate
Languages
- English
- Hindi
- Odia
Accomplishments
- Continuously in SpotLight for productivity Multiple times and got appreciated by Clients with rewards & recognition.
- Employee of the Month for consecutively for 3 months in WIPRO.
Languages
Odia
First Language
English
Upper Intermediate (B2)
B2
Hindi
Advanced (C1)
C1
Timeline
Senior Specialist
HCL Technologies
01.2023 - Current
Helpdesk Senior Associate
NTT Data
03.2022 - 12.2022
Administrator
Wipro Limited
08.2020 - 03.2022
Technical Support Associate
Tech Mahindra
10.2018 - 03.2020
10th -
Stewart School
Bachelor Of Engineering - Mechanical Engineering
Gandhi Engineering College
12th (Science) -
Vikash Residential College
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