Open to opportunities

Swagoto Chatterjee

@swagoto365

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Experienced IT Support Specialist | ITSM & ITIL Professional with a passion for seamless operations.

India

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What I'm looking for

I am looking for a role that fosters growth, embraces new technologies, and values customer satisfaction.

I am an experienced Technical Support and Desktop Engineer with over 12 years of expertise in ensuring seamless IT operations for businesses and end-users. My proven track record includes troubleshooting complex issues, maintaining system uptime, and delivering user-friendly solutions across Windows, Mac, and Linux environments. I am skilled in hardware/software troubleshooting, Office 365 L2 support, and network connectivity, utilizing ITSM tools like ServiceNow and Jira to enhance productivity. Throughout my career, I have demonstrated a strong commitment to ITIL best practices, incident management, and customer support. My recent role as an IT Support Specialist at Google Workspace involved providing Tier 1 & 2 technical support for Microsoft products, managing user accounts, and ensuring optimal desktop performance. I am passionate about learning new technologies and helping organizations build resilient IT infrastructures, and I look forward to contributing my skills to a dynamic team.

Experience

Work history, roles, and key accomplishments

Current

IT Support Specialist

Current

Upwork

May 2024 - Present (1 year 1 month)

Provided Tier 1 & 2 technical support for Microsoft products including Windows, Office 365, and Active Directory. Troubleshot hardware/software issues, managed user accounts, and performed system upgrades. Supported end-users via remote tools, resolved connectivity and printer issues, and ensured optimal desktop performance.

Windows Office 365 Active Directory Remote Tools Security Protocols Patch Management Customer Service

Senior Analyst (Morgan Stanley Project)

HCL Technologies

Jan 2022 - May 2024 (2 years 4 months)

Provided ITSM/Application support to US/EU/APAC clients, specializing in Microsoft M365 Administration, Active Directory, and ServiceNow. Managed Citrix VDI, SSO & Multifactor Authentication, and troubleshot MS Outlook, VPN, and network connectivity. Supported various IT infrastructure components and applications.

Active Directory ServiceNow Citrix SSO Multi Factor Authentication Outlook)VPN ITSM

Service Desk Analyst

Hubstaff

Aug 2019 - Dec 2021 (2 years 4 months)

Responded to incoming IT support requests, resolving network, hardware, and software issues for US/EU clients. Performed technical maintenance, software installations, and updates. Ensured efficient resolution of user problems.

IT Support Installation Maintenance Customer Service Ticketing Systems

IT Technical Support Engineer

Upwork

Jun 2017 - Aug 2019 (2 years 2 months)

Resolved network, hardware, and software issues for US/EU clients, providing comprehensive IT support. Conducted technical maintenance, software installations, and system updates. Ensured smooth operation of client systems.

IT Support Installation system updates

Network Administrator

Prototyze

Jun 2015 - Jun 2017 (2 years)

Managed and maintained network infrastructure, ensuring optimal performance and security. Performed network troubleshooting, configuration, and upgrades. Supported network-related issues for the organization.

Network Administration Network Security Infrastructure Management

Technical Support Engineer

PMPL Broadband

Jan 2011 - Oct 2014 (3 years 9 months)

Provided technical support for broadband services, resolving customer connectivity and service issues. Assisted users with troubleshooting and ensured high levels of customer satisfaction. Maintained service uptime and documented support interactions.

Technical Support Connectivity Issues Customer Service