Summary
Overview
Work History
Education
Skills
Personality Traits
Certification
Trainings Seminars
Disclaimer
Timeline
Generic
Sweta Suman

Sweta Suman

Sr.Service Desk Engineer
Noida

Summary

Competent with the challenging environment. Hardworking, energetic and quick learner for any task delegated. Enthusiast to learn and constantly upgrade knowledge. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

10
10
years of professional experience
1
1
Certification
2
2
Languages

Work History

Senior Technical Service Desk Engineer

Agreeya Solutions
5 2022 - Current
  • Serving Western Alliance Bank U.S clients with their application issues, troubleshooting computer issues
  • Providing technical training to new hire .
  • Internal Audits
  • P1, P2 incident management (creating priorities, providing initial information from L1 end)
  • Handling customer complaints or concerns quickly and professionally to maintain good customer relationships
  • Co-ordinate with various teams to get issue resolved for users.
  • Monitor incidents/requests to ensure that the SLA are respected.

Senior associate

NTT DATA IT Services
07.2019 - 05.2022
  • Worked in IT service desk L1 support with Viacom CBS project
  • Deals with request creations, incident creations, follow-ups, and escalations from U.S, U.K, and Mexico employees
  • Primarily support with Emails, chats, and calls
  • Provided technical training to new hires.
  • Published Newsletters and created training documents .

Process associate

Sopra Steria India Pvt ltd
12.2017 - 07.2019
  • Worked as process associate with the U.K client Affinity Water, processing request for U.K customers
  • Primarily support over emails.

Technical advisor

Wipro Calcutta
11.2014 - 06.2015
  • Worked in L1 Support for U.K employees for Talk Talk project, escalations and request management.
  • Running line test for ongoing issues and appointing local engineers.
  • Primarily support over chat, calls, and emails.
  • Was also part of fault management team.

Education

BCA - Computer Application

GSCW
Jamshedpur, India
04.2001 -

12th - PCMB

DAV
Jamshedpur, India
04.2001 -

10th -

DAV
Jamshedpur, India
04.2001 -

Skills

Information Technology Infrastructure Library (ITIL)undefined

Personality Traits

  • Excellent communication skill
  • Ability to grasp the new skills
  • Hard working and self-motivating

Certification

ITIL V4

Trainings Seminars

  • ITIL V4 Certified
  • Had completed one month training in TRF Jamshedpur
  • Had completed one month training in Jusco Jamshedpur
  • Given seminar on Hospital Management System
  • Attended workshop on developing applications for Android Platform
  • Attended AARUSH, a national level techno management fest

Disclaimer

I hereby declared that all the above points are best of my knowledge and belief.

Timeline

ITIL V4

03-2022

Senior associate

NTT DATA IT Services
07.2019 - 05.2022

Process associate

Sopra Steria India Pvt ltd
12.2017 - 07.2019

Technical advisor

Wipro Calcutta
11.2014 - 06.2015

BCA - Computer Application

GSCW
04.2001 -

12th - PCMB

DAV
04.2001 -

10th -

DAV
04.2001 -

Senior Technical Service Desk Engineer

Agreeya Solutions
5 2022 - Current

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Sweta SumanSr.Service Desk Engineer