Suman Chakraborty

Helpdesk Engineer- Rehoboth McKinley Christian Health Care Services.

• Provided remote technical support to end-users via call, email, and chat using the Remote Desktop tool, ZohoAssist.
• Provided training and developed SOPs to support the IT Service Desk.
• Provided printer and scanner support remotely.
• Handled the email firewall gateway to block or whitelist domains in the organization's network.
• Helped the server team update the patch for non-reporting systems to WSUS.
• Handled the Exchange Admin Center to create or modify a user's mailbox, shared mailbox, or distribution list.
• Handled onboarding/offboarding tickets reported in Spiceworks. Created and terminated AD accounts, and provided or revoked access to specific applications and services, e.g., VPN, shared folder, etc. By adding or removing AD groups.
• Helped higher management with the weekly reports to ensure quality service.

Incident Management & Problem Coordinator – World Bank Group.

A successful and certified ITIL Incident Management professional with extensive analytical and problem-solving experience.

Investigating, diagnosing, and resolving mission-critical ITIL problems with knowledge of IT operating systems.

Identify recurring incidents and identify the resolution with the CI owner (Problem Coordinator).

• Identify, map, analyze, and optimize core business system services to achieve.

Dramatic improvements in critical operational performance measures, including quality, service, and performance, throughout the.

Continual Service Improvement lifecycle.

• Analyze, implement, and improve ITSM services, including Incident, Problem, and Service Desk Management.

• Act as an escalation point for the day-to-day functions of the Service Desk team, including.

Incident and Problem Management as it relates to the scope of Service Delivery.

Provide knowledge and input as a subject matter expert (SME) on projects, as required, to increase efficiency.

Global Solution Center Analyst and Incident Coordinator- Publicis Sapient

• Handling calls, emails, and chat support.
• Creating the user's email ID, shared mailbox, and distribution list from Office 365 and Exchange Server.
• User ID creation and used to provide access
• Oracle, Management Reporting, Taleo, and Stellant account creation.
• Account activation or deactivation, as per the user termination request.
• Number allocation for MS Teams from the Lync Server through a script.
• User data flow checking through SQL Server Management Studio and SQL Developer.
• Monitoring SLA and distributing incidents and requests as Incident Coordinator (ServiceNow).
• Used to provide company VPN access, along with client VPN.
• Used to troubleshoot MAC/Windows issues (Outlook, Teams, software deployment through SCCM, VPN, BitLocker, MAC).
• Device security encryption, etc., through Bomgar, GoToAssist, and Microsoft Remote Assistance escalated from L1.
•  Used to provide shared drive/Shared folder access from file server and AD(adding security group)

Global Service Desk and Global Dealer Support – Volvo Cars Corporation.

• Monitoring incidents, as well as major incidents (P1/P2) (ServiceNow).
• Application Support as VIDA administrator (Global Dealer Support).
• Office 365 L2 support.
• Mainframe account administration.
• Pull print support, Lotus Notes database administration.
• SAP user's account administration.
• Software deployment through SCCM, and AD groups modification to provide access to the end user.

Desktop Support L2- PwC India

• Monitoring incidents and service requests in ServiceNow as per SLA.
• Active Directory user administration. Group policy update.
• SCCM troubleshooting, WSUS server management.
• Build a new laptop with Windows 7, 8, or 10 through WDS. Domain joining, BitLocker encryption, G Suite configuration (MobileIron). IBM Lotus Notes issue and Aura troubleshooting.
• Websense administration and configuring Client VPN, VDI issue, Group Policy update, Windows Defender issue, McAfee DAT version.
• Update: password synchronization issue, Java exception, and browser issue; host entries error troubleshooting, shared drive creation.
• Backup and restoration from a file server, used Bomgar representative.