Jira
Hi, I’m
Somit Kumar
Kolkata,WB
Summary
Dedicated and customer-focused Service Desk Specialist with 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
5
years of professional experience
2
Certificates
Work History
AML Right SourceKolkata
IT Helpdesk support specialist
2023.10 - Current (2 education.years_Label & 8 education.months_Label)
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 TECHNoida
As an Senior Analyst
2023.03 - 2023.09 (6 education.months_Label)
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 TechnologieKolkata
IT Service Desk Engineer
2022.06 - 2023.03 (9 education.months_Label)
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.
WiproKolkata
As an Associate
2021.11 - 2022.04 (5 education.months_Label)
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 MAHINDRAKolkata
As an Associate
2020.10 - 2021.11 (1 education.year_Label & 1 education.month_Label)
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)
Hardware: Desktops, Laptops, Printers, Peripherals
Software: Microsoft Office, Google Suite, Antivirus solutions
Troubleshooting and diagnostic tools
Helpdesk software: [eg, ServiceNow, JIRA, Active Directory, VPN, Citrix, Cyberark, Keeper]
Software: Microsoft Office, Google Suite, Antivirus solutions
Remote support
Customer relationship management
Ticket management
Application support
Technical assistance
Network troubleshooting
Mobile device support
Hardware troubleshooting
SLA compliance
Helpdesk operations
Incident management
Service desk operations
Technical troubleshooting
Documentation and reporting
IT ticket documentation
Operating systems
Microsoft windows and office
Troubleshooting network issues
Desktop support
Online chat support
Certification
Coursera - Excel skills for Business: Essentials
Software
Service Now
Active Directory
VDI
Citrix
Logme in
Azure
ERC
Zscaller
Asset Tiger
Meraki
Mobile number
+918910432961
Timeline
IT Helpdesk support specialist
AML Right Source
2023.10 - Current (2 education.years_Label & 8 education.months_Label)
As an Senior Analyst
HCL TECH
2023.03 - 2023.09 (6 education.months_Label)
IT Service Desk Engineer
Capgemini (In contract with Microgreen Technologie
2022.06 - 2023.03 (9 education.months_Label)
As an Associate
Wipro
2021.11 - 2022.04 (5 education.months_Label)
As an Associate
TECH MAHINDRA
2020.10 - 2021.11 (1 education.year_Label & 1 education.month_Label)
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)