Suraksha Pandey
Kolkata,West Bengal
Summary
Results-driven IT professional with over 3.5 years of experience in IT service desk operations, incident management, and technical troubleshooting. Demonstrated expertise in resolving complex technical issues, managing user accounts, and maintaining secure network infrastructure while ensuring exceptional customer satisfaction. Proficient in ITIL-based processes, system administration, and cross-functional collaboration to deliver scalable IT solutions. Adept at leveraging Generative AI to automate ticket triage, accelerate root cause analysis, and enhance knowledge base creation—optimizing incident resolution times and improving overall efficiency.
Overview
3
3
years of professional experience
Work History
Senior Systems Engineer
Cognizant Technology Solutions
02.2025 - Current
- Active Administered Active Directory (SSO) for user lifecycle management, including account creation, access provisioning, and secure password resets.
- Collaborated with Tier II & Tier III support teams to resolve escalated technical issues, ensuring timely and effective resolutions.
- Took ownership of high-priority incidents, driving escalation, stakeholder communication, and resolution tracking in compliance with Major Incident Management guidelines.
- Delivered advanced troubleshooting for hardware, software, and application issues, escalating complex cases to specialized teams when necessary.
- Configured VPN access, Remote Desktop connections, and performed network diagnostics for DNS and DHCP to maintain seamless connectivity.
- Implemented Microsoft 365 Copilot for automated ticket triage and intelligent incident categorization, reducing manual effort by 30% and improving SLA compliance.
- Leveraged Generative AI (M365 Copilot) for predictive root cause analysis and dynamic knowledge base generation, achieving a 25% reduction in average resolution time.
- Designed and deployed a dynamic ITS Dashboard using Lovable as part of the Vibe Coding initiative, enabling real-time visibility into KPIs and improving decision-making efficiency.
- Engaged in continuous learning by reviewing airline-specific knowledge articles, attending domain-focused training sessions, and shadowing experienced team members to understand common airline processes, then applying this knowledge when resolving tickets to ensure accurate and context-aware support.
Analyst/Software Engineer
Capgemini Technology Services
04.2024 - 02.2025
- Provide Tier-1 technical support to end-users, diagnosing and remediating hardware, software, and network-related incidents in accordance with ITIL best practices.
- Monitor, prioritize, and resolve service requests and incident tickets within defined SLAs using enterprise ticketing systems.
- Administer user provisioning, including account creation, role-based access control (RBAC), and permissions management across organizational systems.
- Execute scheduled system maintenance activities, including deployment of software updates, security patches, and configuration changes to ensure compliance.
- Facilitate knowledge transfer through structured training programs for end-users and mentoring sessions for team, to enhance technical proficiency and adherence to operational standards.
Associate/Software Trainee
Capgemini Technology Services
07.2022 - 03.2024
- Provide frontline technical support for hardware, software, and network issues.
- Manage and prioritize incidents and service requests within ITSM tools, maintaining adherence to defined SLAs.
- Perform core administrative tasks, including user account provisioning, access management, and scheduled backups.
- Deliver remote assistance via secure remote desktop solutions, troubleshooting issues and guiding end-users effectively.
Education
Diploma - Electrical Engineering
Narula Institute of Technology
01.2022
Higher Secondary - undefined
Bani Mandir Railway High School
01.2018
Secondary - undefined
H. B. Vidyapith
01.2015
Skills
- Client Gateway: VMWare Horizon Client, Citrix, XenApp, Windows App
- Operating Systems: Windows 11, Windows 10, Windows 7, iOS
- VPN: Pulse Secure, Cisco AnyConnect
- Ticketing Tools: ServiceNow, Cherwell Service Management
- Software Deployment: Altiris, SCCM, Microsoft Endpoint Manager
- Generative AI: M365 CoPilot, Lovable
- Domain: Airlines
- Soft Skills: Customer Service, Training & Development
Languages
English
Full Professional
Hindi
Native or Bilingual
Bengali
Professional Working
Timeline
Senior Systems Engineer
Cognizant Technology Solutions
02.2025 - Current
Analyst/Software Engineer
Capgemini Technology Services
04.2024 - 02.2025
Associate/Software Trainee
Capgemini Technology Services
07.2022 - 03.2024
Higher Secondary - undefined
Bani Mandir Railway High School
Secondary - undefined
H. B. Vidyapith
Diploma - Electrical Engineering
Narula Institute of Technology