Helpdesk Analyst
Resume:
Subarna Banerjee
Certified Google IT Support Professional
***********@*****.***
CAREER OBJECTIVE
I am a motivated and skilled individual seeking new opportunities in IT Support.
2 years of experience in analyzing and maintaining system logs on Linux based operating systems. Also, experience in handling documentation using MS Office suits.
SKILLS
MySQL, Tableau, Microsoft Excel, Basic computer architecture, operating systems (including Linux & Windows), remote connection and virtual machines, computer networking, software management, troubleshooting and customer services, VPNs and proxies, routing concepts, permissions, package and software management, process management, system administration, implementing/managing directory services, data management and recovery, cGMP, GLP.
CERTIFICATION
Google IT support professional – Coursera Dec 2019 to June 2020
Technical Support Fundamentals
•Installation process of operating system
•Understanding Internet and modern world network systems
•Knowledge over various applications under the hood of a computer system
•Common problem-solving methodologies and soft skills in Information Technology domain
Computer Networking
•Five-layer model of computer network
•TCP/IP communications and standard protocols
•Network troubleshooting tools and techniques
•Working principles of DNS and DHCP
Operating Systems with power user access
•Understanding of windows operating system
•Understanding Unix based operating systems
•Hands-on commands on Unix/Windows terminals
System Administration and IT Infrastructure Services
•Directory services
•LDAP authentication and group policies
IT Security
•Basic cybersecurity
•Knowledge over basic cryptography
Business Metrics for Data-Driven Companies from Duke University (June 2020)
Mastering Data Analysis in Excel from Duke University (July 2020)
EDUCATION
Master in Pharmaceutical and Fine Chemical Technology (2008 to 2010)
University College of Science and Technology, West Bengal, India
Bachelor’s in pharmacy (2003 to 2007)
Gupta College of Technological Sciences, West Bengal, India
PROFESSIONAL EXPERIENCE
Helpdesk Analyst - Artech Information Systems, USA Aug 2020 – Present
Provide Level 2 support to the client.
Identify issues and escalate issues when necessary.
Resolve end-user incidents and process requests upon the first contact via Phone, Email and Chat
Escalate user issues to appropriate resources when necessary.
Perform software, hardware and basic network troubleshooting.
Clearly document user issues and troubleshooting steps.
Maintain technical documentation.
Perform other duties as assigned.
Analyst Cradel Pharmaceuticals Pvt. Ltd. India Sep. 2011 - July 2012
Documentation by using Microsoft Excel.
Preparing results format and making final reports by using Microsoft Office.
Maintaining logs and software management in Linux OS.
Calibration and Validation of instruments.
Analyst Cradel Pharmaceuticals Pvt. Ltd. India Aug 2007 to Sep 2008
Documentation and making final reports by using Microsoft Excel.
Preparing results format by using Microsoft Office.
Maintaining logs in Linux OS.
Contact this candidate