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)
Service Management
Complaint ResolutionServiceNow (SNOW), ITSM & BMC RemedyEffective CommunicationDatabaseFundamentals of computerCCFamiliar with Tableau dashboard and SQL QueriesPersonality 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