Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nirmal Bose

Hamilton,Canada

Summary

Dynamic Enterprise Technical Support Analyst with a proven track record at Accenture, excelling in technical troubleshooting and customer service. Expert in ITIL frameworks and proficient in ServiceNow, I consistently resolve complex issues, enhance client satisfaction, and optimize workflows, ensuring seamless operations and effective communication during high-priority incidents.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Enterprise Technical Support Analyst

ACCENTURE
St-Catherines, ON, Canada
03.2025 - Current
  • Resolved complex hardware, software, and network issues for enterprise clients within SLA timelines.
  • Analyzed escalated technical problems through phone, email, and remote tools to maintain customer satisfaction.
  • Collaborated with engineering and product support teams to address critical incidents and perform root cause analysis.
  • Documented technical solutions and authored knowledge base articles to enhance internal processes.
  • Managed ticket lifecycle using ITSM tools like ServiceNow and Jira, ensuring timely updates and documentation accuracy.
  • Conducted log analysis and system diagnostics to identify bottlenecks and prevent service disruptions.
  • Handled high-priority incidents during on-call rotations, communicating effectively to minimize downtime.
  • Delivered proactive support to enterprise clients, optimizing technical environments and workflows.

IT SUPPORT SPECIALIST

LOGOS IT SOLUTIONS
Markham, ON, Canada
09.2024 - 02.2025
  • Resolved end-user IT issues including password resets, software inquiries, and hardware problems.
  • Provided one-on-one support via telephone, email, and other communication methods.
  • Performed on-site repairs for PCs, printers, and other peripherals.
  • Diagnosed and resolved minor network issues affecting LAN access.
  • Escalated complex issues to Tier 2 support technicians for further investigation.
  • Assisted PC and network technicians with troubleshooting and installation tasks.
  • Participated in moves, adds, and changes for employee network access.
  • Accurately logged work orders and maintained service desk documentation in JIRA and ServiceNow.

SERVICE DESK SENIOR ASSOCIATE

VERIDAY TECHNOLOGIES INDIA PRIVATE LIMITED
Kochi, India
09.2023 - 06.2024
  • Documented and managed incoming questions and service desk tickets in JIRA and ServiceNow.
  • Conducted system installations and upgrades to minimize service outages.
  • Collaborated with clients, including BMO, RBC, and CIBC, to implement website updates based on requests.
  • Resolved technical issues efficiently to ensure optimal performance.
  • Processed JIRA and ServiceNow tickets to maintain service quality.
  • Utilized HTML, CSS, JavaScript, and CMS platforms for website enhancements.
  • Executed quality assurance testing to verify updates met specifications and were error-free.
  • Performed system updates and maintenance to prevent service interruptions.

SERVICE DESK ASSOCIATE

NTT DATA
Banglore, India
09.2021 - 07.2023
  • Provided daily network status reports to operations team for informed decision-making.
  • Managed and resolved technical issues via online, chat, and phone channels.
  • Supported service desk tickets through JIRA and ServiceNow, ensuring timely resolution.
  • Independently troubleshot IT support issues such as data recovery and Office 365 applications.
  • Configured hardware and installed software programs for various organizational departments.
  • Monitored inbound ticket queue, prioritized tickets based on service type and SLA guidelines.
  • Analyzed IT incident reports to identify trends and improve support processes.
  • Ensured seamless integration of DNS management with Active Directory services.

TECHNICAL SUPPORT ASSOCIATE

McAfee (Intel Security)
Kochi, India
11.2014 - 07.2021
  • Promptly answered incoming support calls, documenting and resolving customer issues efficiently.
  • Troubleshot technical problems, diagnosing faults to restore functionality quickly.
  • Repaired network issues, minimizing downtime for clients through timely interventions.
  • Installed and configured hardware and software to align with user requirements.
  • Engaged with customers to swiftly identify root causes of issues.
  • Provided accurate feedback to customers on issue status and resolutions.
  • Managed VOIP system challenges, coordinating effective resolutions.
    Escalated unresolved issues to appropriate internal teams for further assistance.

Education

Bachelor of Computer Applications - Information And Computer Systems

Marian College
Kuttikkanam, Kerala, India
02-2011

Skills

  • Customer support and service
  • ITIL framework expertise
  • Technical support and troubleshooting
  • Complaint resolution strategies
  • IT support and maintenance
  • Networking and hardware upgrades
  • Service desk operations
  • ServiceNow proficiency
  • JIRA management skills
  • Active Directory administration
  • Remote desktop assistance
  • Helpdesk call management
  • Printer troubleshooting techniques
  • Hardware maintenance and inspection
  • Desktop support services
  • Client relationship management
  • Application support and integration
  • Backup and recovery solutions
  • Operating system management skills
  • User credential management strategies

Certification

  • Office Automation
  • Diploma in Computer Hardware
  • CCNA

Timeline

Enterprise Technical Support Analyst

ACCENTURE
03.2025 - Current

IT SUPPORT SPECIALIST

LOGOS IT SOLUTIONS
09.2024 - 02.2025

SERVICE DESK SENIOR ASSOCIATE

VERIDAY TECHNOLOGIES INDIA PRIVATE LIMITED
09.2023 - 06.2024

SERVICE DESK ASSOCIATE

NTT DATA
09.2021 - 07.2023

TECHNICAL SUPPORT ASSOCIATE

McAfee (Intel Security)
11.2014 - 07.2021

Bachelor of Computer Applications - Information And Computer Systems

Marian College

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Nirmal Bose