Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
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Snehasish Sarkar

Fort Worth

Summary

Professional with a strong background in IT support and technical troubleshooting. Skilled in diagnosing and resolving hardware and software issues, managing networks, and providing exceptional customer service. Known for effective team collaboration, adaptability, and delivering results in fast-paced environments. Proficient in various operating systems, network configurations, and IT service management tools. Reliable and flexible, ensuring seamless IT operations and user satisfaction.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Support Specialist

HCL America
03.2023 - 03.2025
  • Resolved technical issues for end-users, enhancing system functionality and user satisfaction.
  • Analyzed support tickets to identify trends, improving response times and resource allocation.
  • Provided technical support via phone, email, and chat platforms to address user needs.
  • Troubleshot hardware and software issues using diagnostic tools and remote access software.
  • Maximized office efficiency through proficient use of Microsoft Office Suite tools.
  • Administered Office 365 environment to ensure seamless user access and system performance.
  • Configured security settings to protect sensitive organizational data effectively.
  • Supported remote users by troubleshooting VPN connectivity issues for uninterrupted access.

Infra Analyst-Tech Support

State Farm
Richardson
02.2001 - 02.2023
  • Supported incident management processes, ensuring timely resolution of technical issues.
  • Led team initiatives to enhance customer support efficiency and service quality.
  • Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
  • Developed and maintained Windows Server, Active Directory, DNS, DHCP, Group Policy and other system services.
  • Managed user accounts within Active Directory services environment including password resets, account unlocks.
  • Configured and maintained Active Directory services, including user accounts and group policies.
  • Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
  • Managed escalated support tickets, ensuring timely responses and effective problem-solving strategies.
  • Optimized workflows within the support team, implementing ticket management best practices to reduce response time significantly.
  • Exceeded departmental targets in terms of resolved cases per month continuously throughout tenure as a Tier 2 Technical Support Specialist.
  • Managed user accounts including authentication systems such as Active Directory, LDAP.

Support Associate

Fujitsu ICL
Dallas
12.1999 - 01.2001
  • Facilitated support for over 10K McDonald's POS systems and associated peripherals such as cash registers, receipt printers, customer order displays, headsets, and resolved network issues.

Technical Support Representative

Flashnet ISP
Fort Worth
01.1998 - 01.2000
  • Provided technical support for Internet, FTP, and email issues to over 1,000 clients.
  • Leveraged expertise in TCP/IP, DHCP, WINS, and DNS protocols to improve troubleshooting efficiency.

Education

Bachelor of Science -

Jamshedpur Co-Operative College

Diploma in Computer applications -

Indian Institute of Science
India

Skills

  • Technical support and troubleshooting
  • Customer relationship management
  • Conflict resolution and negotiation
  • Team collaboration
  • Analytical thinking and problem solving
  • Effective listening
  • Strong communication
  • Resourcefulness and adaptability
  • Attention to detail
  • Dependable work ethic

Certification

  • Diploma in Computer Applications, Indian Institute of Science, India
  • CompTIA A+
  • MCP
  • C-programming language

Accomplishments

Gained recognition several times by Dev Team for precise case documentation allowing for better and faster root cause resolution.

Languages

English
Full Professional
Hindi
Full Professional
Bengali
Full Professional

Timeline

Support Specialist

HCL America
03.2023 - 03.2025

Infra Analyst-Tech Support

State Farm
02.2001 - 02.2023

Support Associate

Fujitsu ICL
12.1999 - 01.2001

Technical Support Representative

Flashnet ISP
01.1998 - 01.2000

Bachelor of Science -

Jamshedpur Co-Operative College

Diploma in Computer applications -

Indian Institute of Science

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