Urshita Saha
Senior IT Analyst
Bengaluru
Summary
Highly skilled Service Desk Engineer with 8 years of experience in providing technical support and troubleshooting for end-users. Proficient in IT systems, handling SAP concur queries,. Adept at resolving technical issues promptly to ensure minimal downtime and maximum productivity.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
5
5
Certifications
4
4
Languages
Work History
Colleague Support Engineer
VMWare
3 2021 - Current
- Managed and maintained SAP Concur system, including configuration, troubleshooting, and user support
- Implemented system upgrades and patches, ensuring minimal disruption to operations
- Developed and delivered user training sessions to enhance utilization and efficiency of SAP Concur tools
- Collaborated with cross-functional teams to gather requirements and implement customizations to meet business needs
- Monitored system performance and generated reports to identify areas for improvement and optimization
- Ensured compliance with company policies and industry regulations related to expense management and travel
- Provided technical support to end-users regarding SAP Concur functionality and processes
- Resolved user issues and inquiries in a timely and professional manner, maintaining high levels of customer satisfaction
- Conducted system testing and validation to ensure accuracy and reliability of SAP Concur data.
IT Senior Analyst
Goldman Sachs
09.2018 - 03.2021
- Provided top-tier technical support to end-users, resolving hardware and software issues in a timely manner
- Documented support requests, troubleshooting steps, and solutions in the ticketing system
- Assisted in the creation and maintenance of knowledge base articles for common issues
- Collaborated with colleagues to tackle complex technical problems and escalate to higher support tiers when necessary
- Participated in on-call rotations to provide after-hours support
- Conducted in-depth analysis and root cause investigations for recurring technical issues
- Maintained a high level of customer satisfaction through effective communication and issue resolution.
Senior System Engineer
Infosys
07.2015 - 02.2018
- Provide Level 2 technical support to end-users via phone, email, or chat, ensuring timely issue resolution
- Diagnose and troubleshoot hardware and software problems, escalating to Level 3 support when necessary
- Assist in the installation, configuration, and maintenance of software applications and hardware components
- Collaborate with cross-functional teams to resolve complex technical issues and improve customer satisfaction
- Document support interactions, troubleshooting steps, and resolutions in the ticketing system
- Create and update knowledge base articles to enhance the efficiency of Level 1 support
- Participate in on-call support rotation for after-hours technical issues.
Education
Bachelor of Science -
MES Degree College Of Arts, Commerce & Science
06.2012 - 05.2015
Pre University College - undefined
ST.Anne's College
05.2012 - 05.2015
Kickoff Agile - undefined
Project Management Institute
Confluence Fundamentals Badge - undefined
Atlassian
VMWare SaaS Essentials - undefined
VMWare
Skills
Ability to Work Under Pressure
Communication Skills
Microsoft Office
ITIL
Scrum Master
Google Workspace
SAP Concur
Travel and Expense
Expense Delegation
Certification
ITIL 4 Foundation, Bengaluru, 09/01/22
Details
BENGALURU, 09766689829, usaha685@gmail.com
Awards
- Elevate Our Best- VMWare, Bengaluru, 09/01/23, For the contribution and dedication towards Hackathon to make the event a success.
- At Our Best Recognition-VMWare, Bengaluru, 08/01/22, For the maximum number of CSATs received providing the best support and keeping the colleagues updated on priority requests.
- Insta Award- Infosys, Bengaluru, 05/01/19, For maximum of CSAT received.
Timeline
IT Senior Analyst
Goldman Sachs
09.2018 - 03.2021
Senior System Engineer
Infosys
07.2015 - 02.2018
Bachelor of Science -
MES Degree College Of Arts, Commerce & Science
06.2012 - 05.2015
Pre University College - undefined
ST.Anne's College
05.2012 - 05.2015
Colleague Support Engineer
VMWare
3 2021 - Current
Kickoff Agile - undefined
Project Management Institute
Confluence Fundamentals Badge - undefined
Atlassian
VMWare SaaS Essentials - undefined
VMWare