Trainer Technical Support

Certifications

Name: Abhishek Nath

Address:

**, ***** ******, ****** *********, Kolkata 700084

E-mail:

***********@*****.***

Contact no:

+91-629******* / 983*******

Professional Summary

Accomplished ITIL v4 certified Technical Support Engineer with over 2.7 years of information technology support experience and expertise in Infrastructure Services. Exceptional abilities in Incident, Access and Knowledge Management. Worked as a TTL(Technical Trainer Lead) providing both Quality & Technical training to new jonnies. Have hands on experience as Knowledge Manager as well.

Academic Qualification

Qualification Board/University Year of Passing Percentage B.Tech (ECE) MAKAUT 2018 86.6

Higher Secondary WBCHSE 2014 70.33

Secondary WBBSE 2012 79

Work Experience

Company Name Designation Joining Date End Date Experience Capgemini Senior Analyst/Software Engineer 26th October, 2018 Till date 2.7years

• ITIL v4

• Microsoft Azure Fundamentals

• Cyber Security Foundation Professional Certificate (CSFPC) Accomplishment

• Certificate of Recognition for being one of the top performers

• Worked as a TTL(Technical Trainer Lead) providing Quality & Technical training to coworkers/new joiners Project Profile

Client #1 AAT, NA Hosting

Role Service Desk L1 Support

Duration 30th October, 2018 to 5th January, 2020

Scope of Work:

• Monitoring incidents and User Service Requests end-to-end.

• Creating and documenting tickets and closing them within SLA using BMC Remedy ITSM ticketing tool, Service NOW(SNOW)

• Providing technical support involving desktop, laptop, network hardware or network services.

• Hands on experience on Active Directory, Citrix, O365, Exchange, deploying software through SCCM and PowerShell

• Incident & Access management

• Coordinating with respective support team (Server, Network or Application Support)

• Training new analytics joining in the team.

• Manage client escalations and reporting.

• Monitoring server performance.

Client #2 American Family & Insurance

Role L2 Technical Support Specialist/Knowledge Manager Duration 6th January, 2020 to till date

Scope of Work:

L2 Technical Support

• Remote support for Citrix Virtual Machine (VM) related issues through Citrix Cloud/Citrix Director/RDP.

• Incident Management.

• Access management - Azure Portal, Corporate directory, Active Directory(User's Account Management, Shared Drive and Shared Mailbox), O365, Exchange, Proofpoint.

• Worked as a TTL(Technical Trainer Lead) and provide technical training to the new joiners.

• Resolving tickets and closing them within SLA using ServiceNow (SNOW) Tool.

• Coordinating with respective support team (Server, Network or Application Support), handle critical Escalations.

• Interact with clients, daily and weekly process updates, SOP update

• Support of macOS Catalina/Bigsur

• Network troubleshoot through Meraki.

Knowledge Manager

• Creating/updating Knowledge Bases or Articles.

• Preparing FCR reports, ticket analysis and Chat transcript analysis for BOT

• Creating relevant BOT Flows and suggesting various automation ideas in SNOW

• Actively participate in any new application UAT/transition and cascade it to the team

• Responsible in driving the internal and external client audits OMMI/PEN TEST performed

• Utilized exceptional communication and collaboration abilities to improve site productivity and support achievement against operational targets.

Personal Details

Name: Abhishek Nath

Nationality: Indian

Gender: Male

Marital Status: Unmarried

Date of Birth: 22nd October, 1996

Blood group: AB+

Languages Known: English, Bengali and Hindi.

Date:

Place: Kolkata Signature

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