Open to opportunities

Deb Kumar Ghosh

@debkumarghosh

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Service Desk Team Lead who drives customer satisfaction through Active Directory, SSO/Okta, and process improvement.

India

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What I'm looking for

I’m seeking an opportunity to use my Service Desk technical expertise and leadership skills in a dynamic, challenging environment—while learning and growing with the organization through constant learning, hard work, and continuous improvement.

I’m an experienced Tech Lead for Service Desk, focused on delivering exceptional customer service while resolving complex technical issues. I’ve built training materials and supported teams across customer care and hardware support, including UK process handling at Wipro BPO.

At Dell International Services, I worked in the EMEA queue for Inspiron laptops, providing hardware support and consistently managing high ticket volumes. I developed and delivered technical onboarding training, streamlined support processes, and improved efficiency and resolution times.

Most recently, I’ve led service desk teams on North America medical care projects and later as a Global Service Desk Specialist (Team Lead) managing escalations and VIP support through ServiceNow. My work includes Active Directory, Azure SSO/app registration, OKTA and access management, Intune device management, MFA registration (Microsoft Authenticator), Zscaler issue resolution, and BitLocker-related device migration—while continuously coaching teams and driving continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Global Service Desk Specialist

Current

W S Atkins India Private Limited

Jul 2023 - Present (3 years)

Works as a Team Lead for global service desk, managing escalation calls/channels and prioritizing ServiceNow tickets for VIP users. Provides support across Active Directory, SSO/Okta, access management, desktop/printer troubleshooting, Azure app registration, Zscaler issues, Intune device management, MFA registration, and device migration/BitLocker issues.

Active Directory SSO Okta Access Management Azure App Registrations Zscaler Intune Bitlocker Floor Support Training ITIL Project Management Cross Functional Collaboration Stakeholder Engagement Change Management Conflict Resolution Risk Management Continuous Improvement

Tech Lead Service Desk

Cognizant Technology Solutions India Pvt Ltd

Feb 2020 - Jun 2023 (3 years 4 months)

Led service desk operations for Medical Care projects in North America, supporting Active Directory, SSO/Okta, access management, desktop and printer troubleshooting. Managed sourcing and service desk performance, led a team of 10, deployed a new ticket tracking system, and improved service metrics including response time and first call resolution.

Active Directory SSO Okta Access Management Team Management First Call Resolution Process Improvement

Technical Support Expert

Dell International Services Pvt Ltd

May 2010 - Sep 2010 (4 months)

Provided EMEA queue hardware support for Inspiron laptops and resolved technical support tickets. Delivered training to new team members and helped improve support processes and reduce product downtime and resolution times.

Hardware Support Technical Support Ticket Management Technical Troubleshooting Training Delivery Process Improvement Customer Satisfaction

Customer care executive

Wipro Bpo

Jun 2007 - Sep 2009 (2 years 3 months)

Handled UK customer care (British telecom) and resolved customer complaints in a timely manner to reduce escalations. Developed training materials for customer service team members to improve service delivery.

Customer Service UK Telecom Customer Support Complaint Resolution Customer Escalation And Training Materials