Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Accomplishments
Timeline
Generic
SWAPNIL GUHA

SWAPNIL GUHA

Gurgaon

Summary

Dynamic IT Support Project Manager at Fiscalnote with a proven track record in vendor management and project execution. Demonstrates expertise in Okta administration and team leadership to enhance operational efficiency and drive successful IT initiatives. Committed to fostering collaboration and delivering exceptional support in fast-paced environments.

Overview

13
13
years of professional experience
1
1
Certification

Work History

IT Support Specialist

Fiscalnote
Gurgaon
07.2022 - Current
  • Chosen as the system owner of FiscalNote's MS 365, Google
    Workspace, and Jamf infrastructure, slack admin receiving the best
    possible performance reviews year-over-year
  • Develop and implement standard operating procedures (SOPs) to streamline support processes and enhance team efficiency.
  • Conduct regular training sessions to ensure the team is up-to-date with the latest technologies and industry best practices.
  • Analyze support ticket trends to identify recurring issues and implement preventive measures.
  • Collaborated with vendors to procure IT equipment and negotiated favorable service contracts.
  • Implemented system upgrades and patches to ensure the security and stability of the IT environment.
  • Project Management: Experience in managing projects from initiation to completion.
  • Successfully negotiated contract renewals with vendors, securing advantageous terms and service-level agreements (SLAs) that aligned with the organization's evolving needs.
  • Implemented a proactive contract renewal calendar to ensure that all agreements were reviewed and renewed well in advance, minimizing any disruptions to IT services.
  • Reviewed budget and subcontractor estimates in detail and analyzed for accuracy with scope of work relevancy in mind.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.

IT Support Specialist

BMTG
Gurgaon
02.2022 - 06.2022
  • Call Log and Incident Management via BMC Remedy & ServiceNow Incident, Support Mailbox & Incident Queue Management
  • Remote Assistance for PC Anywhere Deploy and image workstations for new and existing employees and continue to support these builds with upgrades and patches, and monitoring for any deviations
  • VoIP, Zoom, Slack, Confluence, JIRA, Google Apps, Okta, JAMF, Meraki, Oomnitza Maintain and monitor the hardware and software lifecycle for all Better end-user assets.
  • Okta configuration and management Complete lifecycle of user from onboarding till offboarding via OKTA Provision, manage and troubleshoot employee laptops Perform user account management activities.
  • Maintain and enforce IT best practices, policies and procedures Facilitate the builds and updates of all computer images (MAC & Windows) Create all required documentation including standards, configurations and diagrams.
  • Maintain constant communication with Security, SaaS, Infrastructure and Support departments. L1/L2 Service Support via Remote, Email & Calls to the internal clients. Active Directory Management (Creation, Modification and Deletion of User Accounts, Security Groups, etc.

IT Analyst

TCS
09.2012 - 02.2022
  • Developed a comprehensive lifecycle management strategy for IT assets, including planning for equipment upgrades, replacements, and end-of-life disposal.
  • Oversee the operational responsibilities of the team, ensuring timely and effective resolution of user issues.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Offered new customers training to reduce frustration and improve customer satisfaction.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Creation, Modification and Deletion of Mailbox and Distribution List.
  • Took care of vendor management & onboarding and negotiation of quotes along with the procurement team.
  • Worked as a Subject Matter Expert for the IT triage team and Level-2 specialists.
  • Performed troubleshooting and repaired peripheral devices such as printers, scanners and laptop {windows and MAC).
  • Created user accounts and assigned permissions.

Education

BTech - Instrumentation And Control

SRM University
chennai
06-2012

Skills

  • Vendor Management and negotiation
  • Procurement
  • Okta Administration
  • IT System Administration
  • Troubleshooting - MacBook and Windows Stakeholder
  • Access Management
  • Inventory management
  • Incident Management
  • Technical troubleshooting
  • Identity and access management
  • Desktop Support
  • IT AV&C Tools - Zoom, Slack, Lucidchart, Mondaycom, Miro, Krisp
  • IT Admin Tools - G Suite, Okta, Office 365, JAMF, Intune, WorkspaceOne (AirWatch), Active Directory, Appspace, PagerDuty, Slack
  • Jamf Admin
  • New hire onboarding
  • IT Security tool: Twingate, SentinelOne, NordLayer
  • Ticketing Tools: Jira,Zendesk, Freshservice, ServiceNow
  • ITIL foundation
  • Project management

Certification

ITIL Foundation certificate in IT Service Management 2014

Languages

  • English
  • Hindi

Accomplishments

  • Elected as the most consistent performer in the IT team in Fiscalnote for the past 6 months.
  • Team handling for 5-6 employees across the globe.
  • Surpassed customer satisfaction goal, achieving a 98% rating in service, response time, and issue resolution.
  • Consistent Top performer in terms of metrics while working with TCS.
  • Awarded Employee of the month in project in TCS.
  • Awarded All-Star of the Month by TCS Best Team award.

Timeline

IT Support Specialist

Fiscalnote
07.2022 - Current

IT Support Specialist

BMTG
02.2022 - 06.2022

IT Analyst

TCS
09.2012 - 02.2022

BTech - Instrumentation And Control

SRM University

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