Sourav BaruaSourav BaruaAddress: Building No.5, Air View Colony, Konea Argahara, Hal Post, Bangalore - 17 

Telephone: +91 7026527379 / +91 8553608129Email: stealth88@outlook.com

Professional responsibility Worked as Tier 2 and SME Preparing report for client on issues outstanding Analysed D-Sat calls / cases on technical aspect Handled escalations Managed Tier 2 queue inflow and dispatching Coaching new team members Providing SME support to new hires IT Operations IT infrastructure IT service Delivery Remote Desktop Support L2 Managed team backlogs IT Helpdesk and providing support to company employees. Ensuring compliance as per company guidelines. Preparing for a healthy long term relationship with the users and ensuring full satisfaction

and resolution.

Key Skills D-Sat Analysis Remote Desktop Support Virtual Machine Lotus Notes Windows OS Network RSA Secure ID MS Office Suite Avaya (Softphone) Computer Hardware AIO Network Printer

Objective Looking to secure a challenging new role where skills, knowledge and previous experience

can be applied and enhanced. Graduate with over 5.5 years of experience in providing advanced technical support. Skills in cementing a healthy long term consumer relationship geared towards generating

business.

Career summary

SR TECHNICAL ANALYST | HCL TECHNOLOGIES | PRESENT (2 YRS 4 MONTHS+, 14-)Preparing report for client on issues outstanding, providing support to company employees (onshore and offshore), providing access as per department, providing training to new hires, handling escalations, analysing D-Sat, managing team backlogs, managing Tier 2 queue inflow and dispatching, providing SME support to team, L1 & L2 support, Remote Desktop Support.

TECHNICAL ANALYST | COMANTRA E-SOLUTIONS PVT LTD | (1 YR 3 MONTHS, 10-12)Providing support to company employees (onshore and offshore), providing access as per department, managing IT assets, Remote Desktop Support

TECHNICAL ANALYST | WIPRO | (2 YRS, 07-09)Providing support to company employees (onshore and offshore), providing access as per department, Remote Desktop Support

Education

GRADUATION | 2013 | IGNOU· Major: B.Com

H.S. | 2007 | WEST BENGAL BOARD· Major: Commerce

Personal details

Interests: Biking, Food, Reading, Chess