Suvankar Mondal
@suvankarmondal
IT Service Desk Analyst with 2+ years of technical support experience.
What I'm looking for
As an IT Service Desk Analyst with over two years of experience, I have honed my skills in technical support, specializing in platforms like Service Now and Salesforce. My role at Wipro involved managing over 200 daily helpdesk inquiries, where I successfully resolved 99% of IT support tickets within SLA. This experience has not only enhanced my troubleshooting abilities but also allowed me to contribute to a 10% reduction in recurring issues through effective diagnosis and resolution of hardware and software problems.
In my subsequent position at KPC Techno Vision Pvt Ltd, I provided remote desktop support, particularly in critical healthcare applications while ensuring compliance with HIPAA regulations. My commitment to minimizing downtime and enhancing productivity for end-users has been a driving force in my career. I am passionate about leveraging my expertise in IT service management to contribute to organizational success while continuously expanding my knowledge and skills in the field.
Experience
Work history, roles, and key accomplishments
IT Helpdesk Analyst
KPC Techno Vision Pvt Ltd
Jun 2024 - Present (1 year)
Delivered remote desktop support for a wide range of clients, addressing critical issues across medical applications and HIPPA compliance. Supported system-wide account unlocks, profile creation, and user access management through Active Directory and Wyse Management. Offered advanced support (L3) for clinical applications such as Allscripts, contributing to seamless healthcare operations.
IT Service Desk Analyst
Wipro
Jul 2022 - Present (2 years 11 months)
Provided technical support for over 200 daily helpdesk inquiries, specializing in Service Now and Salesforce platforms. Collaborated with teams to resolve 99% of IT support tickets within SLA using KACE Tickets and Active Directory. Diagnosed and troubleshooted hardware/software issues, including virtual desktop environments (Citrix), leading to a 10% reduction in recurring issues.
Education
Degrees, certifications, and relevant coursework
Prafulla Chandra College (South City)
Bachelor of Commerce, Commerce
Jadavpur University
NIELIT 'A' Level, Computer Applications
Brainware
Hardware & Networking, Hardware & Networking
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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