SURAJIT SATPATHY

• Working on Incident management Tools Service now
• Providing Level Tier 1/2 support to users on technical issues
• Providing AD support such as Reset/unlock windows password and troubleshooting any active directory issues
• Taking detailed notes on each issue and documenting the ticket
• Prioritizing help requests so the most urgent issues are addressed first
• Taking user system in to remote using Bomgar & Teams
• Troubleshooting basic network connectivity issues
• Configuring and troubleshooting Intune issues
• Providing technical support for Client's internal applications
• Diagnosing and resolving Microsoft Outlook, Office and Teams related issue
• Providing primary level support on Citrix VDI related issue
• Ensuring that solution and application SOP documentation is maintained to the highest quality and accuracy
• Ensuring that system is compliant on security parameters
• Ensuring System SCCM status should be healthy
• Escalating issues to higher support team with details
• Providing a high-level service to our customers and adhering to our strict SLAs for response and restoration times
• Ensuring that knowledge transition sessions are provided to new joiners.
• Served as primary point of contact for support relating to owned solutions and products.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Performed root cause analysis of reported issues to enact corrections.
• Documented faults and bugs for referral to development staff for use in updates.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Monitored systems in operation and quickly troubleshot errors.
• Performed root cause analysis and general troubleshooting.

• (Deputed at VI; a client of IBM as End User Support Engineer)

(Deputed at VI; a client of IBM as System Support Engineer (Project was taken over by Impact InfoTech Pvt Ltd.)

• (Deputed at Vodafone Idea Ltd; a client of IBM as Desktop Support Engineer. (Project was taken over by Orient Technologies Pvt Ltd.)

(Deputed at Food Corporation of India as Desktop Support Engineer)

(Deputed at Food Corporation of India as Desktop Support Engineer)

(Deputed at Axis Bank; a client of WIPRO InfoTech as Desktop Support Engineer)