Jira
Hi, I’m
Somit Kumar
Kolkata
Summary
Dedicated and customer-focused Service Desk Specialist with 3.5 years of experience in providing exceptional technical support and service to clients and employees. Skilled in troubleshooting, resolving, and documenting technical issues related to hardware, software, and applications. Proficient in service desk software and IT service management frameworks.
Overview
4
years of professional experience
2
Certifications
Work History
AML Right Source, Kolkata
IT Helpdesk support specialist
2023.10 - Current (11 months)
Job overview
- Desktop support specialist Assets management.
- IT Helpdesk/ Service Desk worked as a support technician for
Internal clients. - Provided technical support to employees and clients via phone, email, and in-person.
- Resolved technical issues related to desktops, laptops, printers, software applications and networks.
- Documented technical issues and resolutions in helpdesk software Jira, Active directory , Microsoft azure.
HCL TECH, Noida
As an Senior Analyst
2023.03 - 2023.09 (6 months)
Job overview
- IT Helpdesk/ Service Desk worked as a L2 support technician for
clients from all United States. - Provide support for a wide range and constantly evolving
applications, software & hardware. - Identifying and recommending solutions to improve efficiency
and performance of IT infrastructure.
Capgemini (In contract with Microgreen Technologie, Kolkata
IT Service Desk Engineer
2022.06 - 2023.03 (9 months)
Job overview
- IT Helpdesk/ Service Desk worked as a L1 support technician for
clients from all over Canada and the United States. - Experienced in testing, troubleshooting and resolving a variety
of complex technical problems and working on ticketing tools
(Service now). - Worked closely with customers to resolve issues and ensure
satisfaction. - Coordinate other technical issues directly with service.
- Escalates the issues to the corresponding Bus. Systems Analyst
and Technical Team or further checking as needed
providers for second-line support.
Wipro, Kolkata
As an Associate
2021.11 - 2022.04 (5 months)
Job overview
- Provided technical support to employees and clients via phone, email, and in-person
- Resolved technical issues related to desktops, laptops, printers, and software applications
- Documented technical issues and resolutions in helpdesk software
- Collaborated with other IT teams to resolve complex technical issues
- Implemented preventative measures to reduce technical issues.
- Experienced in testing, troubleshooting and resolving a variety of complex technical problems and working on ticketing tools (Service now).
TECH MAHINDRA, Kolkata
As an Associate
2020.10 - 2021.11 (1 year & 1 month)
Job overview
- Customer Support - Complaints Handling / Resolution Customer
Support Inbound Call Center Operations Customer Suppor - Guided customers through returns and refund protocol to streamline processes.
- Effectively managed customer complaints, providing smart solutions or escalating to management.
Education
K.V NO.2 NEW DELHI
HS (12TH) from Science
K.V NO.2 NEW DELHI
MATRICULATION (10TH) from Science
Regent Education and Research Foundation
B Tech
REGENT INSTITUE OF SCIENCE AND TECHNOLOGY
3 Years Diploma (Polytechnic)
Skills
Operating Systems: Windows (all versions).
Certification
Coursera - Excel skills for Business: Essentials
Software
Service Now
Active Directory
VDI
Citrix
Logme in
Azure
ERC
Timeline
IT Helpdesk support specialist
AML Right Source
2023.10 - Current (11 months)
As an Senior Analyst
HCL TECH
2023.03 - 2023.09 (6 months)
IT Service Desk Engineer
Capgemini (In contract with Microgreen Technologie
2022.06 - 2023.03 (9 months)
As an Associate
Wipro
2021.11 - 2022.04 (5 months)
As an Associate
TECH MAHINDRA
2020.10 - 2021.11 (1 year & 1 month)
K.V NO.2 NEW DELHI
HS (12TH) from Science
K.V NO.2 NEW DELHI
MATRICULATION (10TH) from Science
Regent Education and Research Foundation
B Tech
REGENT INSTITUE OF SCIENCE AND TECHNOLOGY
3 Years Diploma (Polytechnic)
Coursera - Excel skills for Business: Essentials
Coursera - The Structured Query Language (SQL)
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