Open to opportunities

shashank Debnath

@shashankdebnath

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I resolve enterprise end-user IT issues across Microsoft 365, Windows, identity, and ITSM environments.

India

Message

What I'm looking for

I'm looking to continue supporting enterprise users in an IT support or service desk role where I can resolve technical incidents, manage identity and access needs, work with cloud and ITSM tools, and grow my L2 support capabilities.

I've supported end users at Cactus Communications, Accenture, and Artech Infosystems across high-volume enterprise service desk and desktop support environments.

At Accenture, I handled L1 technical support through chat, calls, and email, resolving software, hardware, VPN, licensing, shared mailbox, mobile device management, MFA, and access issues within business SLAs.

I manage ticket lifecycles, remote troubleshooting, Active Directory support, BitLocker recovery, IT asset allocation, and escalations. I'm ITIL v4 certified and bring hands-on experience with Microsoft 365, Azure AD/IAM, Windows, ServiceNow, and ManageEngine.

Experience

Work history, roles, and key accomplishments

SW/App/Cloud Tech Support Analyst

Accenture

May 2023 - May 2026 (3 years)

Provided L1 technical support to clients via remote troubleshooting, handling software and hardware issues. Managed active and backlog tickets, ensured SLA adherence, and performed additional tasks including ID/password management, MFA configuration, and VPN access troubleshooting.

L1 support SLA Ticket Management MFA VPN Active Directory Mobile Device Management Distribution Lists

Desktop Support Engineer

Artech Infosystems Pvt Ltd

Jan 2021 - Jan 2023 (2 years)

Provided remote end-user support for hardware and software issues. Managed Active Directory tasks, handled BitLocker encryption and recovery, and reduced ticket backlog through effective prioritization.

Remote Support hardware troubleshooting Active Directory Bitlocker