Sudhanshu Ranjan Rout
Cuttack
Summary
Strategic network and incident manager with strengths in incident response and stakeholder communication. Owns service level agreement monitoring to ensure compliance and customer satisfaction. Coordinates cross-functional IT teams to reduce service disruption and improve incident management processes.
Overview
4
4
years of professional experience
Work History
Network and Incident Manager
PSNPL
10.2025 - Current
- Managed incident response operations, coordinating with IT teams to minimise service disruption.
- Coordinated with external stakeholders to communicate incident impacts and resolution plans effectively.
- Conducted regular audits of incident management processes, identifying areas for improvement.
- Monitored service level agreements SLAs to ensure compliance and customer satisfaction.
- Managed network infrastructure, including routers, switches, and firewalls, to maintain operational efficiency and security.
- Monitored network performance indicators, diagnosing and resolving issues to minimise downtime.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Provided technical guidance and support to staff, improving their understanding and use of network resources.
- Participated in planning and implementing network expansions and upgrades to support organisational growth.
L1 Desktop Support Engineer
Outworx Solutions PVT.LTD.
07.2025 - 09.2025
- Provided first-level technical support for desktop systems, including software installations and hardware configurations, to enhance user productivity.
- Resolved incoming user queries regarding computer operations, network connectivity issues, and application problems via phone, email, and in person.
- Configured network printers and resolved printing issues to ensure smooth operation.
- Delivered remote support using desktop-sharing software to assist off-site users.
- Assisted in the deployment of new hardware and IT assets across the organisation.
- Set up new workstations for users with proper cables, equipment and software.
- Managed user accounts, permissions, and email services to secure company data.
- Updated software for new functionality and improved security.
- Coordinated with third-party vendors for warranty repairs or replacements of faulty hardware, optimising asset utilisation and budget efficiency.
IT Service Desk Engineer
Infigrow Technologies PVT.LTD.
09.2022 - 06.2025
- Provided L1 technical support for hardware, software, network, and application issues.
- Managed incidents and service requests in ITSM ticketing while meeting SLA targets.
- Troubleshot Windows OS, MS Office, Outlook, Teams, printers, VPN, and Wi-Fi issues.
- Executed Active Directory tasks including password resets, account unlocks, and access checks.
- Monitored, prioritised, updated, and closed service desk tickets with accurate notes.
- Provided remote desktop support while guiding users through troubleshooting steps.
- Followed ITIL incident, service request, and major incident management processes.
- Resolved customer queries through clear communication and effective step-by-step solutions.
- Facilitated employee onboarding and offboarding with system setup, installations, and access provisioning.
- Performed network checks using ping, ipconfig, tracert, and nslookup tools.
Education
B.Tech - Electronics and Telecommunication Engineering
Ajay Binay Insitute of Technology
Cuttack, Odisha, India01-2022
12th - Science
Banki Jr. College, Banki
Cuttack, Odisha, India01-2018
Matric -
Saraswati Shisu Vidya Mandir, Tulsipur
Cuttack, Odisha, India01-2015
Skills
- Incident management
- Service level agreements
- Network management
- Network troubleshooting
- Performance monitoring
- ITIL framework
- Change management
- Stakeholder communication
Timeline
Network and Incident Manager
PSNPL
10.2025 - Current
L1 Desktop Support Engineer
Outworx Solutions PVT.LTD.
07.2025 - 09.2025
IT Service Desk Engineer
Infigrow Technologies PVT.LTD.
09.2022 - 06.2025
B.Tech - Electronics and Telecommunication Engineering
Ajay Binay Insitute of Technology
12th - Science
Banki Jr. College, Banki
Matric -
Saraswati Shisu Vidya Mandir, Tulsipur