Romok Chakraborty

Experience

1. Senior Information Technology Consultant

   Infosys BPM

   Sep 2024 — Present · Bengaluru, IN

   Provide first and second-level technical support for Windows operating systems (Windows 10, 11, or Server editions). Diagnose and resolve issues related to software, hardware, network connectivity, and user accounts. Address end-user queries and technical concerns in a timely manner. Manage Active Directory (AD) objects such as users, groups, and policies. Configure and troubleshoot Windows-based desktop, laptop, and virtual machines. Deploy and manage software updates and patches. Log, prioritize, and resolve incidents through a ticketing system (e.g, ServiceNow, Jira). Escalate complex issues to higher-level support or specialized teams. Maintain knowledge base articles and technical documentation for common issues. Generate and analyze reports on ticket resolution times and customer satisfaction. Provide guidance on Windows system best practices. Train users on basic troubleshooting and application usages. In-depth knowledge of Windows operating systems (desktop and server). Proficiency in tools like Microsoft 365, PowerShell, and Remote Desktop. Basic understanding of networking protocols (TCP/IP, DNS, DHCP). Familiarity with ITIL framework and ticketing tools. Problem-Solving Strong analytical and troubleshooting skills. Ability to diagnose root causes and implement effective solutions. To interact with end-users and stakeholders. Ability to explain technical concepts to non-technical users. Empathy and patience when dealing with users. Focus on delivering a positive end-user experience. Microsoft Certified: Modern Desktop Administrator ITIL Foundation Hands-on experience with Windows administration and troubleshooting.

Education

• Techno India University

  BCA

  2016 — 2019

• Institute of Engineering & Management, Kolkata

  Master of Business Administration - MBA

  2020 — 2022