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
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
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