SOURAV ROY
Bangalore
Summary
Capable L2/L3 Support Engineer experienced in troubleshooting and managing IT infrastructure, including Windows administration, Azure cloud services, network security, and enterprise application support. Adept at automating tasks with PowerShell, deploying patches via SCCM, and managing Active Directory and Office 365 environments.
Overview
10
10
years of professional experience
Work History
TECHNICAL PROCESS SPECIALIST
Infosys BPM
12.2023 - Current
- Troubleshoot complex issues related to local systems, network, and printers
- Manage OS upgrades, Active Directory user management, O365 license management
- Handle SCCM software patching and application deployment
- Configure and maintain Intune security policies for Android and Windows devices
- Automate tasks using PowerShell scripts for daily activities and migrations
- Provide root cause analysis and resolutions for incidents
- Improve system security by monitoring vulnerabilities and applying necessary patches
SERVICE DELIVERY ANALYST
GalaxE.Solutions PVT LTD
12.2021 - 01.2023
- Provided IT support for Windows systems, network security, and cloud services
- Managed software patching and application deployment via SCCM
- Handled escalations and ensured SLA compliance for incident resolutions
- Analyzed SCCM log files for troubleshooting and maintenance
- Created PowerShell scripts for automation and process improvements
- Managed Azure Virtual Machines and user access via Azure AD
TECHNICAL SUPPORT SPECIALIST
WhiteHat Jr
09.2020 - 12.2021
- Provided first-line technical support via ServiceNow
- Resolved issues related to Office 365, SharePoint, and Azure cloud services
- Deployed and maintained endpoint security solutions
- Configured and activated Office 365 user accounts and email services
- Delivered VMware support and provisioned virtual machines
- Monitored network performance and implemented security policies
SENIOR COMPUTER FACULTY
CEC
08.2018 - 12.2020
- Taught courses in networking, database management, and web design
- Provided IT support for the institution’s network infrastructure
- Assisted with computer lab setup and maintenance
- Supported security policies and user account management
PRACTITIONER
Concentrix
08.2015 - 01.2016
- Provided technical troubleshooting for DishTV services
- Managed customer records and technical documentation
- Improved issue resolution efficiency through process optimization
Education
Master of Computer Application - Computer Application
BP Poddar Institute Of Management & Technology
Kolkata, West Bengal07.2015
Bachelor of Computer Application - Computer Application
Siliguri Institute Of Technology
Siliguri, West Bengal09.2012
High School Diploma - undefined
Raymond Memorial Higher Secondary School
Falakata, West Bengal05.2008
10th Class - undefined
Kendriya Vidyalaya
New Bongaigaon, Assam05.2005
Skills
- Windows Administration
- Office 365 Administration
- Office 2019
- ServiceNow
- Zen Desk
- Azure AD
- Cloud Infrastructure
- SCCM Patch Management
- SCCM Deployment
- Network Security
- Troubleshooting
- VMware
- Virtual Machines
- ITIL Process Management
- Incident Management
- Change Management
- Problem Management
- PowerShell Scripting
- Automation
- Intune
- Endpoint Security
- Active Directory
- User Access Management
- SharePoint Administration
- VPN Configuration
- Firewall Configuration
- RSA SecurID
- Microsoft Outlook
- Citrix Secure Hub
- Rx Home
- Zscaler
- Citrix Endpoint Management
- Bomgar
- AnyDesk
- Team Viewer
- SlashRTC
- Ring Central
Timeline
TECHNICAL PROCESS SPECIALIST
Infosys BPM
12.2023 - Current
SERVICE DELIVERY ANALYST
GalaxE.Solutions PVT LTD
12.2021 - 01.2023
TECHNICAL SUPPORT SPECIALIST
WhiteHat Jr
09.2020 - 12.2021
SENIOR COMPUTER FACULTY
CEC
08.2018 - 12.2020
PRACTITIONER
Concentrix
08.2015 - 01.2016
Bachelor of Computer Application - Computer Application
Siliguri Institute Of Technology
High School Diploma - undefined
Raymond Memorial Higher Secondary School
10th Class - undefined
Kendriya Vidyalaya
Master of Computer Application - Computer Application
BP Poddar Institute Of Management & Technology
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