Cricket
Sovan Adhikary
IT Support Specialist
Kolkata,WB
Summary
Strategic Application Support Engineer with 8 years troubleshooting and resolving application issues and performance deficiencies. Skillful at supporting wide-ranging spectrum of desktop and mobile applications. Keen to educate customers on proper app usage and correct problematic behaviors in assigned software titles.
Overview
3
3
Languages
4
4
Certifications
7
7
years of post-secondary education
9
9
years of professional experience
Work History
Senior Application Support Engineer
GE
Bangalore, Karnataka
04.2019 - Current
- Evaluated project requirements and specifications and developed software applications that surpassed client expectations.
- Consulted with engineering team members to determine system loads and develop improvement plans.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Responded to customer requests for products, services and company information.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Delivered onsite technical support for 30000 employees.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Monitored systems in operation and input commands to troubleshoot areas such as Doc Management Web application and API.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Processed over 100 support requests weekly for technical assistance on wide range of issues related to Web Application,sharepoint and One Drive.
- Created service level agreement for IT operational functions including help desk operations.
- Documented all software development methodologies in technical manuals to be used by Level 2 support specialist in future projects.
- Coordinated with Devlopment team (L4) s to evaluate and improve software and hardware interfaces.
- Led team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
- Met architecture compatibility and guidelines through effective troubleshooting.
- Planned and developed interfaces using Tableau and PowerBI that simplified overall management and offered ease-of-use.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs and enhancements.
IT Consultant
Capgemini
Kolkata, WEST BENGAL
01.2016 - 03.2019
- Evaluated project requirements and specifications and developed software applications that surpassed client expectations.
- Consulted with engineering team members to determine system loads and develop improvement plans.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Developed product documentation to communicate and align key components of upcoming features and products to internal teams.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Monitored systems in operation and input commands to troubleshoot areas such as eb application and sharepoint.
- Devised solutions to operations issues related to web application. working closely via phone, email, live chat and web teleconference.
IT Support Specialist
MaxMobility Pvt.Ltd.
Kolkata, WEST BENGAL
08.2013 - 12.2015
- Created help desk tickets, troubleshot and resolved desktop issues.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Monitored systems in operation and input commands to troubleshoot areas such as .net web Application and sql.
- Devised solutions to operations issues related to .net and SQL, working closely via phone, email, live chat and web teleconference.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Processed over 100 support requests weekly for technical assistance on wide range of issues related to .net and sql.
IT Technical Support Representative
Ganapati Infotech Pvt.Ltd.
Kolkata, WEST BENGAL
12.2011 - 07.2013
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Processed over 70 support requests weekly for technical assistance on wide range of issues related to Antivirus, Microsoft teams, Skype
Education
High School Diploma -
04.2005 - 04.2007
BBA - Marketing Management And Research
04.2007 - 11.2011
Skills
Application support
Technical issues analysis
Technical documents comprehension
Microsoft Office Specialist (MOS) Expert
Requirements analysis
Project Management
Project lifecycle management
Agile framework
Root Cause Analysis
Process automation
Quality assurance
Analytics
Certification
ITIL
Accomplishments
- Best Employee in 2019 award.
- Trained and led technical support teams of more than 17 support specialists.
- Increased number of resolved job tickets by 30% over previous year.
- Supervised team of 17 staff members.
- Resolved product issue through consumer testing.
- Documented and resolved P1 which led to decrease SLA.
Interests
Cooking
Web Series
Photography
Timeline
Python
05-2020
C#
07-2019
Senior Application Support Engineer - GE
04.2019 - Current
ITIL
03-2019
SQL
06-2017
IT Consultant - Capgemini
01.2016 - 03.2019
IT Support Specialist - MaxMobility Pvt.Ltd.
08.2013 - 12.2015
IT Technical Support Representative - Ganapati Infotech Pvt.Ltd.
12.2011 - 07.2013
Heritage Institute Of Technology - BBA, Marketing Management And Research
04.2007 - 11.2011
Krishnapur Adarsha Viddya Mandir - High School Diploma,
04.2005 - 04.2007