Saurodeep De
@saurodeepde
I resolve technical incidents and improve service operations across Windows, Microsoft 365, and Active Directory environments.
IndiaWhat I'm looking for
I've delivered first-line technical support at NextGen Inc., resolving Windows, Microsoft 365, hardware, and software issues for more than 100 end users while maintaining over 98% SLA compliance for P1/P2 incidents.
I investigate recurring system failures, implement corrective actions, and improve service operations. My root-cause work reduced repeat incidents by approximately 30% and cut average resolution time by 20% in my first quarter.
Previously at Koch Industries, I handled 30–50 daily ServiceNow incidents across hardware, Windows, Microsoft 365, and connectivity issues, achieving a 95%+ first-call resolution rate on Tier-1 requests. I also improved escalation workflows and reduced ticket backlog by 25% while supporting Active Directory access, onboarding, offboarding, and planned changes.
Alongside support operations, I bring data analytics skills in SQL, R, and Tableau, plus engineering simulation experience in MATLAB, Simulink, Simscape, and Altair MotionView. I'm pursuing opportunities in technology or AI consulting where I can combine troubleshooting, analysis, and process improvement.
Experience
Work history, roles, and key accomplishments
Lead Technology Customer Support
NextGen Inc.
Jul 2025 - Present (1 year 1 month)
Delivered first-line technical support across Windows OS and Microsoft 365 environments, resolving hardware and software issues for 100+ end-users while maintaining 98%+ SLA compliance. Conducted root cause analysis on recurring system failures, reducing repeat incidents by ~30% and cutting resolution time by 20%.
Service Desk Analyst
Koch Industries
Apr 2022 - Apr 2023 (1 year)
Handled 30-50 daily incidents via ServiceNow covering hardware troubleshooting, Windows OS issues, Microsoft 365 access, and network connectivity, achieving 95%+ first-call resolution rate. Identified systemic escalation gaps through trend analysis, reducing ticket backlog by 25% over 3 months.
Education
Degrees, certifications, and relevant coursework
University of Windsor
Master of Engineering, Mechanical Engineering
Pursued a Master of Engineering in Mechanical Engineering, focusing on advanced engineering principles and applications.
Christ University
Bachelor of Technology, Mechanical Engineering
Completed a Bachelor of Technology in Mechanical Engineering, building a strong foundation in engineering fundamentals.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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