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
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
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