Open to opportunities

Amit Biswas

@amitbiswas1

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CCNA-certified IT Support Specialist delivering SLA-compliant L1/L2 help desk and merchant POS payroll support.

India

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What I'm looking for

I’m looking for a Work From Home role in IT Support / Help Desk / Technical Support / Payroll Support, where I can deliver SLA-compliant L1/L2 support, remote troubleshooting, POS and payroll issue resolution, and strong end-user training.

I’m a CCNA-certified IT Support and Help Desk professional with 4+ years of experience in technical support, POS system administration, payroll support, merchant onboarding, incident management, and end-user training. I deliver first-call resolution, maintain SLA compliance, and train 500+ merchants using Petpooja POS—billing, KOT, inventory, menu setup, MIS reports, and the payroll module.

I support merchants remotely with TeamViewer, AnyDesk, and RDP, troubleshoot L1/L2 issues, and handle network diagnostics and VPN support. I also manage incident management and escalations for POS errors, printer malfunctions, connectivity issues, and software deployment failures, while keeping accurate CRM ticketing records aligned with ITIL practices.

Experience

Work history, roles, and key accomplishments

Current

Merchant Trainer & IT Support

Current

Petpooja

Feb 2022 - Present (4 years 4 months)

Delivered end-user training to 500+ restaurant merchants on Petpooja POS and payroll modules, creating SOPs and knowledge base documentation adopted region-wide. Provided L1/L2 remote help desk support and managed payroll and incident escalations, maintaining 95%+ first-call resolution within SLA timelines.

Help Desk Support Remote Support Payroll Support Merchant Onboarding & Training Network Diagnostics & VPN Support

Back Office Executive

Netmeds

Sep 2022 - May 2023 (8 months)

Managed back-office operations including data entry, order processing, and payroll record maintenance for a pharmacy platform. Coordinated with support and logistics teams to resolve order discrepancies and system issues efficiently.

Back Office Operations Data Entry Order Processing

Customer Service Associate

Firstsource Pvt. Ltd.

Provided customer support, resolved service queries, and maintained accurate service records using CRM ticketing systems. Contributed to team knowledge base documentation to improve support consistency.

Customer Support Support Ticketing Systems Knowledge Base

Education

Degrees, certifications, and relevant coursework

Cisco Systems

Cisco Certified Network Associate (CCNA), Networking

Earned the Cisco Certified Network Associate (CCNA) certification covering routing, switching, network diagnostics, TCP/IP, and subnetting.

Jetking Infotrain

Diploma in Computer Hardware & Networking, Computer Hardware & Networking

Completed a Diploma in Computer Hardware & Networking focused on hardware troubleshooting, networking fundamentals, Windows OS, and system administration.