Smriti Saha
IT Service Desk Engineer
Kolkata
Summary
To become a successful professional in the field of Computer Science and to work in an innovative and competitive world and intend to build a career with leading corporate of hi-tech environment with committed and dedicated people, which will help me to explore myself fully and realize my potential
Overview
2025
2025
years of professional experience
3
3
Languages
Work History
Process Associate
Capgemini Technology Services India Limited
8 2022 - Current
- Managed escalated incidents by ensuring the availability and accuracy of technical documentation, FAQs, and knowledge resources.
• Identified user issues and provided timely resolutions to enhance user experience and satisfaction.
• Provided technical expertise during service restoration processes for critical incidents, including communication to senior leadership.
• Coordinated peripheral activities throughout the ticket lifecycle, ensuring effective follow-ups with the support team as per SLA.
• Provided remote assistance utilizing LogMeIn to resolve user issues efficiently and effectively.
• Participated in bridge calls as required to facilitate incident resolution and ensure proper communication.
• Cross-trained advisors to enhance team skill sets and improve overall service delivery capabilities.
• Troubleshot software glitches for desktops, laptops, and cache proxy systems via remote support for educational institutions.
• Resolved microphone, camera, and audio issues during remote support sessions to ensure seamless user experience.
• Provided technical assistance to customers through various communication channels including chat, email, and phone.
• Crossed trained advisors.
• Troubleshooting software glitches for desktop, laptop, cache proxy via remote support for US educational institutions.
• Troubleshooting microphone, camera issue, audio issue.
• Providing technical assistance to customers via chat, email, and phone.
Operating System: Windows,MAC
Engineer
CSS Corp
05.2021 - 08.2022
- Proficient in diagnosing and repairing Google employee's computer issues worldwide
- Strong knowledge of computer components, operating systems, and troubleshooting techniques
- Ability to perform system upgrades, data recovery, and virus removal, network issue, hardware issues, SSH issue
- Proficiency in providing technical support to customers and ensuring their satisfaction
- Highly experienced in troubleshooting, new systems setup, new joiner's account setup
- Perform system upgrades and maintenance
- Installation and troubleshooting of MS office
- Utilized knowledge of Windows, Mac, Linux, Chromebook
Technical Support
CGS INDIA PRIVATE LIMITED
06.2019 - 01.2021
- Provided technical expertise and led the service restoration process for critical incidents impacting production, including situational status, communication to senior leadership as per requirements
- Coordinated peripheral activities during the overall ticket life cycle continuously and follow up with support team for relevant notification, updates as per SLA and drive resolution
- Handled proactive incident identification and prevention efforts, ensuring corrective actions are taken to avoid reoccurring incidents and minimize business impact
- Remote assistance through AnyDesk
- Attended bridge calls as per requirements
- Creating daily reports using Salesforce
- Troubleshooting on Dell systems like laptop, Docking station, Monitor, Projector
- Guide Company IT people for troubleshoot, disassemble the hardware
- Troubleshooting microphone, camera issue, audio issue
- Providing technical assistance to customers via email, and phone
- Provided exceptional technical support, resolving complex issues in a timely manner for end users.
- Improved customer satisfaction by providing efficient technical support for hardware-related issues.
- Provided technical support to clients, addressing their concerns and troubleshooting issues as necessary.
- Utilized knowledge of Window, Linux
CS Support Associate
Karvy India Pvt.ltd
06.2018 - 05.2019
- Managed portfolio of customers, including phone calls and in-person visits to maintain positive relationships
- Provide customer support via call
- Escalate ticket customer's issues and follow-up with the internal team
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
Education
B.Tech - information Technology
RCC Institute of Information Technology
Skills
Hardware Troubleshooting
Java
HTML
MAC
Windows
SQL
Remote Support
Incident Management
Application support
Ticketing systems
Technical Troubleshooting
Hardware support
Written and verbal communication
Timeline
Engineer
CSS Corp
05.2021 - 08.2022
Technical Support
CGS INDIA PRIVATE LIMITED
06.2019 - 01.2021
CS Support Associate
Karvy India Pvt.ltd
06.2018 - 05.2019
Process Associate
Capgemini Technology Services India Limited
8 2022 - Current
B.Tech - information Technology
RCC Institute of Information Technology