Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Nirmal Bose

Hamilton,ON

Summary

Experienced IT professional with a proven ability to solve complex technical issues and provide reliable support. Recognized for dependability and skill in collaborating with teams to achieve goals. Demonstrated adaptability and technical expertise in various IT environments, ensuring smooth operations.

Overview

11
11
years of professional experience
1
1
Certification

Work History

IT SUPPORT SPECIALIST

LOGOS IT SOLUTIONS
09.2024 - Current
  • Resolve end-user IT issues, such as password reset, software questions, PC hardware problems, Internet connectivity, configurations, and so on
  • Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication
  • Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals
  • Diagnosing and resolving minor network issues (e.g
  • LAN access)
  • Recognize and escalate deeper and more complex issues to Tier 2 support technicians
  • Assist PC and network technicians by troubleshooting software, hardware, and network issues
  • Where necessary, assist network technicians in installing network interface cards, hubs, switches, network cabling, and so on
  • Participate in moves, adds, and changes to network and systems access for new, departing, or promoted/demoted employees
  • Accurately log work orders/IT tickets and resolutions into IT software management system; maintain vigilant maintenance of this process
  • Prioritize work orders/IT tickets according to severity
  • Conduct timely repair of IT equipment covered by third-party vendor

SERVICE DESK SENIOR ASSOCIATE

VERIDAY TECHNOLOGIES INDIA PRIVATE LIMITED
01.2023 - 01.2024
  • Managed, prioritized, and documented incoming questions and service desk tickets in JIRA and ServiceNow
  • Conducted system installations, upgrades, and maintenance procedures to prevent service outages
  • Analyzed IT incident reports and inquiries to identify trends, providing recommendations to prevent future issues
  • Collaborated with internal departments to ensure IT requirements were met
  • Documented processes and maintained comprehensive service desk records
  • Collaborated with high-profile clients including BMO, RBC, and CIBC to manage and implement website updates based on official requests
  • Resolving technical issues quickly and efficiently
  • Resolving Jira and ServiceNow tickets
  • Utilized HTML, CSS, JavaScript, and CMS platforms to perform updates and enhancements to client websites
  • Conducted quality assurance testing to ensure all updates were error-free and met client specifications
  • Performing system updates, tests, and maintenance to avoid service interruptions

SERVICE DESK ASSOCIATE

NTT DATA
01.2021 - 01.2023
  • Provided daily network status reports to the operations team
  • Provided support for service desk tickets coming in in JIRA and ServiceNow
  • Provided technical assistance for mobile devices, printers, desktop computers, scanner configurations, and printers
  • Managed and resolved technical issues and inquiries initiated online, via chat, and phone
  • Extensive experience managing Windows and Linux servers in diverse IT environments
  • Independently troubleshot and resolved various IT support issues including data recovery, Office 365, OneDrive, MS Teams
  • Set up hardware and installed a range of software programs at the request of the organization's different departments
  • Keeps a watchful eye on the inbound ticket queue, accurately triggering new tickets in JIRA and ServiceNow and supports the team in prioritizing them according to service type and SLA guidelines
  • Received, prioritized, documented, and actively resolved end-user help requests and incidents
  • Proficient in DNS management and ensuring seamless Active Directory services integration
  • Analyzed IT incident reports and service requests to identify trends
  • Work with SQL to Create, Pull, and evaluate queries to support investigative work
  • Troubleshooting and Issue Resolution: Investigate and resolve issues related to Active Directory, authentication, and access control in a timely and efficient manner

TECHNICAL SUPPORT ASSOCIATE

McAfee ( Intel Security )
01.2014 - 01.2020
  • Answer incoming support calls quickly, gather necessary details, document customer issues, and resolve various problems while providing excellent customer service
  • Troubleshot technical issues and diagnosed faults
  • Repaired faults and resolved network issues
  • Installed and configured hardware and software
  • Engaged with customers to quickly identify the root of their problems
  • Provided timely and accurate customer feedback
  • Overseas and resolve issues with VOIP systems
  • Followed up with clients to ensure problem resolution
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

Education

Bachelor of Computer Applications -

Marian College
Kuttikkanam, Kerala

Skills

  • Customer Support
  • ITIL
  • Technical Support
  • Complaint resolution
  • IT Support
  • Networking
  • Troubleshooting
  • Service desk
  • ServiceNow
  • MS SQL Server 2000
  • Ticketing Systems
  • JIRA
  • Active Directory
  • Remote Desktop
  • Helpdesk call support
  • Help desk experience
  • Printer troubleshooting
  • Hardware maintenance
  • Ticketing system proficiency
  • Desktop support
  • Client relationship building
  • Application support
  • Technical equipment inspection
  • Backup and recovery
  • Hardware upgrades
  • Telecommunications network oversight
  • Operating system management
  • Application integration

Certification

  • Office Automation
  • Diploma in Computer Hardware
  • CCNA

Languages

English
Native or Bilingual
Malayalam
Native or Bilingual

Timeline

IT SUPPORT SPECIALIST

LOGOS IT SOLUTIONS
09.2024 - Current

SERVICE DESK SENIOR ASSOCIATE

VERIDAY TECHNOLOGIES INDIA PRIVATE LIMITED
01.2023 - 01.2024

SERVICE DESK ASSOCIATE

NTT DATA
01.2021 - 01.2023

TECHNICAL SUPPORT ASSOCIATE

McAfee ( Intel Security )
01.2014 - 01.2020

Bachelor of Computer Applications -

Marian College

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Nirmal Bose