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Ritam Kayal

@ritamkayal

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IT support engineer at Wipro supporting Novant Health users with enterprise service desk and endpoint issues.

India

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What I'm looking for

I'm seeking to contribute to end-user computing and workplace IT support in a fast-paced enterprise environment.

At Wipro, I provide L1 IT support to clinical and administrative users at Novant Health, resolving incidents and service requests within SLA. I troubleshoot identity and access issues across Active Directory and Microsoft Entra ID.

I support Windows devices, Group Policy, and SCCM/Configuration Manager, and use Bomgar and Citrix for remote assistance. I document incidents, resolutions, escalations, and SLA progress in ServiceNow.

At Amazon, I supported North American customers with device setup, connectivity, and account configuration issues. I handled 5,000+ inquiries and mentored approximately 25 new joiners at Wipro through live call-barging sessions.

Experience

Work history, roles, and key accomplishments

Current

System Administrator L1

Current

Wipro

Jun 2025 - Present (1 year 4 months)

Deliver L1 enterprise IT support to clinical and administrative users, resolving incidents and service requests within SLA. Troubleshoot Active Directory, Microsoft Entra ID, Windows, and network issues, and document resolutions in ServiceNow.

Active Directory Microsoft Entra ID ServiceNow Citrix Bomgar MFA SCCM Group Policy VPN TCP IP DNS PowerShell Incident Management SLA Tracking

Virtual Customer Service Associate

Amazon

Sep 2024 - Jun 2025 (9 months)

Supported North American customers by voice, chat, and email, troubleshooting device and product setup, connectivity, and account configuration issues. Handled 5,000+ inquiries with a 95% first-contact resolution rate and managed 200+ escalated issues weekly.

Customer Support Troubleshooting Voice support Live Chat Email Support Escalation Management First Contact Resolutions

Education

Degrees, certifications, and relevant coursework

Techno Main Salt Lake

Bachelor of Computer Applications, Computer Applications

Activities and societies: Coursework: Operating Systems, Networking, Database Management, Object-Oriented Programming, Data Structures, Web Development

Bachelor of Computer Applications degree from Techno Main Salt Lake, completed in January 2024.