Summary
Overview
Work History
Education
Skills
Languages
Certification
Personal Information
Languages
Timeline
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Sounak Ghosh

Sounak Ghosh

Kolkata

Summary

Dynamic IT Support Engineer with extensive experience at Amazon India, excelling in incident management and Asset oversight. Proven ability to enhance customer satisfaction through effective troubleshooting and data analysis. Skilled in ITIL, Asset Management and network administration, demonstrating strong attention to detail and a commitment to operational excellence.

Overview

8
8
years of professional experience
1
1
Certification

Work History

IT Support Engineer II

Amazon India
Kolkata
01.2019 - Current
  • SME and Escalation POC as senior IT Support Engineer, making high-stake decisions and overcoming complex business challenges using experience-backed judgement, strong work ethics and irreproachable integrity.
  • Troubleshoot/analyze and coordinate with multiple stakeholders for onsite wireless or LAN/WAN issues
  • Maintain and report SLA metrices using data from Tableau and Produce weekly reports covering metrics in in IN-WBR.
  • Handling IN projects for individual sites and other regions in the enhancement of the customer experience and safety
  • Monitoring network functions, server’s health checks and alerting personnel when an issue occurs with on premises network resources (including ILL, router, hubs, firewalls, DNS servers’ storage, file servers, application servers, communications, etc.). Using Amazon internal web and cloud hosted platforms.
  • Leading day-to-day business requirements for IT assets, demand planning, and forecasting, Steering efforts in Asset Management, the process of ensuring, assets are accounted for, deployed, maintained, upgraded, and disposed.
  • Collaborating with
    Clients and stakeholders while keeping them informed of progress & issues in order to manage expectations on all requirements and deliverables
    Vendors & engaging in negotiations and managing contracts for all areas of Information Technology
  • Setting up configuration, maintenance, upgrades, patching, repair & managing installations, upgrades and configurations of hardware and software
  • Facilitating Access Management, system patch Management and group policy Management using Amazon internal tool ACME and Check ID tool
  • Heading PC provisioning: Acquisition, configuration, management, break/fix, applications installation & configuration, upgrades of company approved desktop and laptop devices
  • Organizing Asset Inventory by initiating monthly/quarterly stock audits
  • Tracking asset management queues as well as the completion and progression of daily tasks

Incident Manager

Solid Systems Global
Bangalore
04.2018 - 01.2019
  • SME for major or high-severity incidents with hardware faults in HP storage servers, using an internal service desk tool to assist customers with resolutions as per predefined SLAs from different geographies.
  • Provided company users with tech support for IT problems and account maintenance.
  • Documented incident details in knowledge base articles for future reference purposes.

Customer Support Engineer

CMS IT Services Pvt/Ltd
Kolkata
11.2016 - 01.2018
  • Technical Support Executive in troubleshooting of different types of Software or hardware used, to ensure customer satisfaction
  • Keeping a central repository of reports, dashboards, and predictive asset analysis, location-based split, ageing of in-stock assets, and stock utility as needed by the business
  • Interacting on a daily basis with On-Site Technology Support teams to gain a complete understanding of key parameters such as stock availability, requirements, challenges, and key highlights for the week
  • Managing daily calls with customer Country IT Managers to discuss CMDB accuracy and stock issues
  • Troubleshoot network connectivity problems at site at L2 level

Education

MNA+ - Masters in Network Administration

Jetking
Kolkata
07-2016

B.Tech/B.E. - Computers

Modern Institute of Engineering And Technology
01.2015

Class XII - CISCE(ICSE/ISC)

01.2011

Skills

  • ITIL
  • Network Administration
  • System Administration
  • Dns
  • Active Directory
  • Ticketing Tools - Service now
  • Tableau
  • IT documentation
  • Remote and onsite Support
  • AWS
  • Power BI
  • Asset Management
  • Data analysis
  • Incident management
  • SQL
  • Project management
  • Attention to detail

Languages

  • English
  • Hindi
  • Bengali

Certification

Masters in Network and Server Administration - MNA+

Personal Information

  • Total Experience: 8 Years
  • Date of Birth: 12/20/92
  • Gender: Male
  • Marital Status: Married

Languages

English
First Language

Timeline

IT Support Engineer II

Amazon India
01.2019 - Current

Incident Manager

Solid Systems Global
04.2018 - 01.2019

Customer Support Engineer

CMS IT Services Pvt/Ltd
11.2016 - 01.2018

MNA+ - Masters in Network Administration

Jetking

B.Tech/B.E. - Computers

Modern Institute of Engineering And Technology

Class XII - CISCE(ICSE/ISC)

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Sounak Ghosh