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Engineer Technical Support

Middlesex, New Jersey, 08846, United States
May 17, 2018

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Moumita Paul Halder

**** ********* *****, ***. **.# 2626, Edison, NJ - 08817

Cell:+1 (480) 465- 3388



Resourceful IT Helpdesk Engineer with five years of helpdesk and service desk experience providing software,client/server technical support. Proven capacity to troubleshoot issues and resolve issues quickly in high volume, 24X7 technical service desk and helpdesk. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.


Technical Troubleshooting

Service and support

Software Installs

Problem Diagnosis

Phone and online support

Client/Server models

Preventive Maintenance

Customer Service

Complaint Handling


People person


Operating System : Windows, Linux(basics)

Package : MS OFFICE((Word, Excel, Outlook, PowerPoint, Access)

Browsers : Chrome; Safari; Firefox; MS Edge; IE; Opera

Database : Oracle 9i & 10G (DBA track), SQL Server


Completed following certifications:

1. Oracle Certified Professional (OCP)

2. Microsoft Certified System Administrator (MCSA)

3. Achieved Wipro Competency Certification for SQL 7.0

4. Completed the course named Hardware and PC maintenance


Total Working Experience : 5 years +

April 16,2007 to September 03,2009 - Sr. Engineer, Wipro Infotech Ltd.

Database Administration and Helpdesk


December 01,2006 to April 14,2007 – Retainer, Wipro Infotech Ltd.

Engineer – Helpdesk Management.

July 08,2004 to November 30,2006 – Helpdesk Call Co-coordinator and Technical


P & R Services (Leading business partner of

Wipro InfoTech Ltd.)



August 16, 2007 to September 03,2009 : Worked for Family Credit Limited

(Societe Generale Group),

as a Database Administrator, looking after the loan processing databases -oracle 9i & 10G- running on windows & solaris platform respectively.

Job Role : Oracle Database Administration and Helpdesk

Engineer, Facility Management, Mail


Provided technical support via telephone, email, and remote desktop control

Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues

Documented and tracked all received requests in incident management system.

Collected and updated data to assist with customer issues and concerns.

Performing daily check on databases

All DBA related activities e.g.

Performing periodic database performance tuning.

Monitoring & maintenance of all production databases

Perform online/cold Backup and assist in recovery with proper backup

Installation, Configuration, Setup and troubleshooting of Oracle 9i and 10G Databases

Co-ordination with Application and database software vendors

Maintain UAT databases with latest production backup on an adhoc basis

Taking backup & test their recovery-periodically.

Implemented physical standby databases.

All Facility Management related calls

Lotus Notes Installation & Configuration at client end.

Lotus Notes troubleshooting related calls

Lotus Domino Administration related jobs

November 25, 2004 to January 16, 2007 : Posted at ITC Center, Calcutta, providing Technical Support at WDIS Helpdesk (Whole Sale Dealer Information System – A Project of ITC) and directly reporting to the Project Manager of Wipro InfoTech Ltd.

Post : Technical Support Engineer & Backup DBA

Job Role : Database Management, Helpdesk Management,

Server Management

Provided technical support via telephone, email, and remote desktop control

Performing periodic system performance tuning. Change the system configuration parameters and reorganizing the disk space etc.

Monitoring & tuning of database

Assist in recovery of databases

Installation, configuration and troubleshooting of SQL Server 2000 Personal Edition.

Support to problem in Remote Diagnostic Tool

Registering and updating the antivirus tool on the server with the latest virus signature file every week / as & when available

1st level diagnosis and troubleshooting of Operating System.

Configure & troubleshooting Lotus Notes mail

All sorts of documentation done in MS Excel related to Helpdesk operations.

Vendor Management

July 08,2004 to November 24,2004: Posted at Haldia Petrochemicals, Application Research and Development Center, Salt Lake, as call co–ordinator and directly reporting to Project Manager of Wipro Infotech Ltd.

Post : Helpdesk Call Coordinator and Technical Support

Job Role : Helpdesk Management, Vendor Management

All sorts of documentation done in MS Excel related to Helpdesk operations

Partnered with Tier II and Tier III help desk peers to resolve complex problems that required escalation

Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.


Passed Secondary Examination under WBBSE in the year 1998 scoring 84.1% .

Passed Higher Secondary Examination under WBCHSE in the year 2000 scoring 71.8%.

Passed Bachelor of Computer Application under WEST BENGAL UNIVERSITY OF TECHNOLOGY scoring 85.2%.



Father’s Name : Prabir Kumar Paul

Date of birth : 07th October, 1981

Sex : Female

Nationality : Indian

Languages Known : English, Hindi, Bengali (Read, Write & Speak)


Date: - 04.17.2018

Moumita Paul Halder

Place:- Edison, NJ Signature

Contact this candidate