SURAJ KUMAR JHA
New Delhi
Summary
Experienced with troubleshooting and resolving technical issues rapidly to minimize downtime. Utilizes strong customer service skills to deliver high-quality support and enhance user satisfaction. Track record of maintaining operational efficiency through effective problem-solving and teamwork.
Overview
4
4
years of professional experience
Work History
Service Desk Engineer
M&C Saatchi Mobile
Remote
04.2025 - Current
- Acting as a first point of contact for users and customers.
- Identifying and diagnosing issues and problems.
- Categorizing and recording queries
- Handles incidents, tracks their progress, and ensures timely resolution, often working with other IT teams.
- Escalating unresolved problems to a higher level of support, if needed.
- Processes user requests for various services, such as software installations, access permissions, or hardware requests.
- Maintains and updates a repository of knowledge articles and troubleshooting guides, allowing users to self-service and find solutions quickly.
Service Desk Engineer
Admiral India ltd - Client - Elephant Insurance
06.2024 - Current
- Acting as a first point of contact for users and customers. Identifying and diagnosing issues and problems.
- Categorizing and recording queries. Providing solutions to issues. Monitoring issues from start to resolution. Escalating unresolved problems to a higher level of support, if needed.
- Creating Virtual Private Cloud, managing VPCs, troubleshooting issue regarding VPCs and managing VPCs inventory. Working on Patch management.
- Working on Incident like Five 9 issue, Password , OKTA issue, Guidewire issue, Network drive related issue etc. Working on SolarWinds Ticketing Tool.
Senior Analyst
HCLTech - Client - Marsh & Mclennan
06.2023 - 06.2024
- Installing, configuring, and maintaining desktop computers, peripheral equipment, and software within established standards and guidelines.
- Working with vendor support contacts to resolve technical issues within the desktop environment.
- Troubleshooting and repairing hardware and network connectivity issues.
- Providing end-user support, resolving technical issues, and providing technical assistance for all Operating System and workstation applications.
- Performing system upgrades including the installation of new hardware and software.
- Ensuring systems interconnect seamlessly with diverse systems and active directories.
- Documenting incidents, problems, and resolutions for future reference and for the knowledge base.
Senior Engineer
Microland - Client - Bank of America
06.2022 - 06.2023
- Troubleshooting hardware and software issues, and providing technical assistance for applications and operating systems
- Setting up computers, installing software, and maintaining peripheral equipment
- Guiding users on how to use hardware and software, and providing basic training on computer operation and management
- Recording logs of support, incidents, problems, and resolutions
- Establishing and following access controls to ensure the security of desktop computers and data
- Advising on software and hardware upgrades, and recommending purchases
- Troubleshooting network connectivity issues, and testing network connections
- Creating technical reports and manuals, and keeping up with current breakthroughs in computing technology
- Escalating more complex problems to higher levels of IT support.
Desktop Support Engineer
Renovision Automation Services (RASPL) - Wipro Limited
08.2021 - 05.2022
- Worked as Desktop Support Engineer & Resolved all software & Hardware Issue, Configured laptop and desktop as per company compliance policy.
- Maintaining an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades.
Education
Bachelor of Science - Mechanical
West Bengal University of Technology
Durgapur07.2015
12th - Science
ST. Helen School
06.2011
10th - Science
Kendriya Vidyalaya Command Hospital
05.2009
Skills
- Desktop Support
- SLA
- LAN Troubleshooting
- Printer Support
- DNS
- Remote Support
- IP Addressing
- Networking
- Asset Management
- VMware VSphere
- Qualys
- Active Directory
- Ticketing Tools
- Computer Hardware
- DHCP
- Outlook Configuration
- OS Installation
- OSI Model
- Service Now Ticketing
- IT Support
- Patching
- Intune
- Exchange Administrator
Languages
English
Hindi
Bengali
Timeline
Service Desk Engineer
M&C Saatchi Mobile
04.2025 - Current
Service Desk Engineer
Admiral India ltd - Client - Elephant Insurance
06.2024 - Current
Senior Analyst
HCLTech - Client - Marsh & Mclennan
06.2023 - 06.2024
Senior Engineer
Microland - Client - Bank of America
06.2022 - 06.2023
Desktop Support Engineer
Renovision Automation Services (RASPL) - Wipro Limited
08.2021 - 05.2022
12th - Science
ST. Helen School
10th - Science
Kendriya Vidyalaya Command Hospital
Bachelor of Science - Mechanical
West Bengal University of Technology