Sudarshan Roy
Technical Specialist General Professional
Bengaluru
Summary
Highly skilled Technical Specialist General Professional with 5 years of experience in IT support. Proficient in troubleshooting and resolving issues on various operating systems including Windows, MAC, Linux and Salesforce. Extensive knowledge of service now ticketing and Intune. Proven track record in supporting new joiners and ensuring smooth onboarding processes. Committed to delivering exceptional technical support and providing efficient solutions to enhance overall productivity. Strong problem-solving abilities and excellent communication skills. Adept at working in fast-paced environments and collaborating with cross-functional teams. Seeking to leverage my expertise and contribute to the success of a dynamic organization.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Technical Specialist General Professional
IBM India Pvt LTD
8 2021 - Current
- Diagnosed and resolved technical issues promptly, ensuring minimal downtime and maximum productivity
- Installed, configured, and maintained computer systems, peripherals, and software applications
- Documented and updated IT processes, procedures, and troubleshooting guides to enhance efficiency and knowledge sharing
- Ability to adapt quickly to new operating systems and technologies, with passion for continuous learning and professional development
- Familiarity with ITIL best practices and ticketing systems
- Experience with configuring and deploying Intune policies and profiles for device management, security, and compliance
- Proficient in managing mobile devices using MDM and applications using Microsoft Intune
- Knowledgeable in integrating Intune with Azure Active Directory (AAD) for identity and access management
- Provided technical support to users via call, email, chat and in-person, addressing hardware, software, and networking issue
- Evaluated emerging technologies for potential inclusion in future projects or as enhancements to current systems
Associate
Wipro Limited
06.2020 - 08.2021
- Responded to customer inquiries via call, email, and chat in a timely and professional manner, providing assistance with product information, troubleshooting, and issue resolution
- Built and maintained strong relationships with clients to foster trust and loyalty
- Escalated complex or unresolved technical and billing issues to appropriate teams or management for further assistance and resolution
- Resolved customer complaints and concerns effectively, striving to exceed customer expectations and ensure satisfaction
- Maintained accurate records of customer interactions and transactions using CRM software
- Identified opportunities for process improvements and contributed to the development of knowledge base articles and customer support resources
- Documented and tracked customer issues and resolutions using ticketing systems, ensuring thorough documentation and follow-up.
Advisor
24/7.ai
04.2018 - 09.2019
- Created customer support strategies to increase customer retention.
- Provided excellent customer support by addressing inquiries and resolving issues promptly.
- Provided exceptional customer support through active listening, problem-solving, and clear communication skills.
- Solved moderately complex issues while maintaining top-quality customer support.
- Provided exceptional customer support, troubleshooting and resolving technical problems efficiently.
- Provided exceptional customer support by promptly addressing concerns and resolving technical issues.
Education
Bachelor of Technology - Applied Electronics & Instrumentation Engineering
Gurunanak Institute Of Technology
Kolkata 08.2013 - 07.2017
Skills
Windows OS proficiency
MacOS Expertise
Linux OS Familiarityt
Excellent Communication
Microsoft Office
Microsoft Intune
Teamwork and Collaboration
IT support
Problem-Solving
Salesforce
Active Directory Management
Incident Management
ITIL Framework
Hyper-V Management
Customer service excellence
Languages
English
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Associate
Wipro Limited
06.2020 - 08.2021
Advisor
24/7.ai
04.2018 - 09.2019
Bachelor of Technology - Applied Electronics & Instrumentation Engineering
Gurunanak Institute Of Technology
08.2013 - 07.2017
Technical Specialist General Professional
IBM India Pvt LTD
8 2021 - Current
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