Sibendu Mandal
IT Support Engineer
Kolkata,WB
Summary
To pursue a career in an esteemed organization holding a responsible position, which would enhance my skills to work in competitive environment and carve a winning edge for the organization. I always belief that perfect practice makes a perfect man.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Resident Engineer (IT Supprot Engineer)
Millennium Automation Systems Limited
Kharagpur,West Bengal
05.2022 - Current
- Troubleshoot Windows and Linux base system hardware, O.S, network and application related issue, Server, Network and L2 switch related issue, Video wall (3x8) related all devices issue.
- Under payroll of Millennium Automation Private Limited.
- Project of Bharat Electronics Limited (BEL)
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Enhanced network security with regular vulnerability assessments and prompt patch installations.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Assisted in development of system security protocols.
- Helped streamline repair processes and update procedures for support action consistency.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Developed and implemented preventive maintenance procedures.
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
- Improved network performance by troubleshooting and resolving hardware, software, and connectivity issues.
- Maintained strong relationships with key vendors to obtain necessary equipment and services at competitive prices.
- Diagnosed and resolved hardware and software issues for end-users, enhancing operational efficiency.
- Provided technical support via phone, email, and in-person interactions, ensuring high user satisfaction.
- Collaborated with cross-functional teams to implement system upgrades and improve IT infrastructure reliability.
- Maintained documentation of troubleshooting processes and solutions, contributing to knowledge base development.
- Conducted training sessions for staff on new software applications and best practices in IT security.
- Streamlined ticketing system processes to enhance response times and service delivery efficiency.
- Monitored network performance to identify potential issues proactively, reducing downtime incidents significantly.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Delivered end-user training on new technologies, increasing adoption rates among employees.
- Developed customized scripts to automate repetitive tasks resulting in increased efficiency within the IT department.
- Configured and maintained server environments to ensure optimal performance and security.
- Monitored network systems for anomalies, addressing issues proactively to minimize downtime.
- Implemented backup solutions and disaster recovery plans to safeguard critical data integrity.
- Developed and documented system procedures for improved operational efficiency and compliance.
- Assisted in onboarding new users, providing training on system functionalities and security protocols.
- Collaborated with cross-functional teams to troubleshoot and resolve technical issues promptly.
- Evaluated and upgraded hardware/software components, enhancing overall system reliability and speed.
- Conducted regular audits of system performance, identifying areas for improvement in resource allocation.
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Provisioned new software and hardware for use, following established security policies.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
- Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
- Managed onboarding and offboarding of employees.
- Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
- Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Worked with users to determine areas of technology in need of improved usability.
- Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
- Completed reports detailing network and systems performance and downtime issues.
- Increased efficiency in the workplace by ensuring seamless integration of new applications into existing systems.
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Installed and configured network printers and other peripheral devices.
- Improved system efficiency, conducting comprehensive audits to identify and rectify performance bottlenecks.
- Increased user satisfaction by promptly resolving technical issues and maintaining open lines of communication.
- Enhanced system security with deployment of advanced firewall and intrusion detection systems.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Diagnosed and resolved hardware and software issues.
- Planned and implemented upgrades to system hardware and software.
- Monitored networks and network devices to resolve technical problems quickly.
- Evaluated software products to determine compatibility with existing systems.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
- Developed and documented network policies, procedures and standards.
- Researched and recommended new technologies and strategies for improving system performance.
- Provided technical support for hardware and software issues, ensuring minimal downtime for users.
- Diagnosed and resolved desktop system malfunctions, enhancing user experience and productivity.
- Collaborated with cross-functional teams to streamline IT processes and optimize resource allocation.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Monitored system performance to maintain system integrity.
Desktop Support Engineer
PricewaterhouseCoopers (PWC)
Kolkata
07.2014 - 01.2015
- Troubleshoot Windows base system (Desktop and Laptop) related issue (Hardware, Software Application, OS, Network), L2 switch related issue. Asset Management, LTO Backup Tape movement, need to work on weekly and monthly non-compliance report.
- Under payroll of Renovation Automation Service Pvt. Ltd.
- Project of WIPRO INFOTECH
- Optimized PC performance through regular updates, patches, and system upgrades.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Walked individuals through basic troubleshooting tasks.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Monitored system performance to maintain system integrity.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Collaborated with the IT team on network infrastructure improvements, resulting in reduced service interruptions.
- Configured and installed computer systems for other sub-organizations.
- Streamlined IT support processes for quicker response times and improved user satisfaction.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Coordinated with vendors on warranty claims for faulty equipment, reducing costs associated with repairs or replacements.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
- Performed data backups regularly to safeguard critical information against loss or corruption due to system failures or security breaches.
- Documented support interactions for future reference.
- Implemented proactive maintenance plans for desktop systems to prevent potential problems and extend equipment life.
- Installed and configured operating systems and applications.
- Supported remote users, ensuring seamless access to network resources.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
Education
B.Tech - Electronics & Communication Engineering (ECE)
Institute Of Science & Technology
01.2012
Higher Secondary -
Duttapukur Nibadhui Boys High School
01.2007
Secondary -
Duttapukur Mahesh Vidyapith
01.2004
Skills
- Communication skills
- Having good decision-making skill
- Adaptability to different situation and interested in learning
- Confident and determined
- Responsible and reliable
- Hard working and zealous
- Flexible with excellent co-ordination
Troubleshooting
Software installation
Hardware installation
Technical support
Windows operating system
Remote desktop support
Application installations
System administration
IT security management
Remote diagnostics
End user support
Issue resolution
Active Directory management
Hardware diagnostics
Asset management
Local area networking
Printer and peripheral support
Help desk experience
Network connectivity
Ticketing system proficiency
Technical support expertise
Incident management
Debugging
Data backup and recovery
Cloud-based software deployment
Data security
Customer service
IT security protocols
Patch management
Virus and malware removal
Linux environment
Hardware and software upgrades
Operating systems
Troubleshooting and Diagnostics
Network and server management
Troubleshooting and diagnosis
Technical troubleshooting
Desktop support
Hardware and software configuration
Troubleshooting network issues
Microsoft windows and office
User support
System maintenance
System configuration
Help desk support
Technical issues analysis
LAN/WAN
Hardware configuration
Problem-solving abilities
CCNA certification
Device installation
Remote technical support
Service desk team management
Technical documentation
Error detection
Languages Known
English: Read, Write, Speak
Bengali: Read, Write, Speak
Hindi: Read, Speak
Extra Curriculum Activates
Social work taken part in drawing competition Blood donation camp etc
Personal Information
Certification
- Vocational Training from ALL INDIA RADIO (A.I.R) Kolkata ( Prasar Bharti ) (June 2011- July 2011)
- Computer Networking (N+) certification course from IIHT, Parkstreet(Kolkata R.O) (Feb 2013- July 2013)
- Cisco Certified Network Associate (CCNA) certification course from IIHT, Parkstreet(Kolkata R.O) (July 2013 – Nov 2013)
Hobbies and Interests
Listening to music, Painting, make friends, Net surfing, Travelling etc.
Declaration
I, hereby solemnly declare that all the information furnished above are true and correct to the best of my knowledge and belief. I believe in my potency & confidence to take any sort of responsibilities under any circumstances.
Timeline
Resident Engineer (IT Supprot Engineer)
Millennium Automation Systems Limited
05.2022 - Current
Desktop Support Engineer
PricewaterhouseCoopers (PWC)
07.2014 - 01.2015
B.Tech - Electronics & Communication Engineering (ECE)
Institute Of Science & Technology
Higher Secondary -
Duttapukur Nibadhui Boys High School
Secondary -
Duttapukur Mahesh Vidyapith