Alpita Biswal profile photo 1 on Tal

Alpita Biswal

Cloud Tech Support Senior Analyst

Greater Bengaluru Area

7+ years of work experience

Accenture
Dec 20205 yrs 5 mosPresent

Bangalore Urban, Karnataka, India

Accenture
Dec 20205 yrs 5 mosPresent

Managing work assignments and ensuring optimal performance across all functions. Provide automation ideas to reduce manpower and align work smoothly. Collaborate with Help Desk management to handle Tier 1 issues and optimize team schedules for efficiency. Maintain record of team escalations and regional issues, facilitating prompt resolutions and management reporting. Generate detailed report on ticket distribution to ensure adherence to documentation standards Disseminate new technical information to enhance team capabilities and client support. Ensure Service Level Agreements are met while setting realistic performance goals for the team. Support project timelines and changes, ensuring alignment with business objectives. Prepare accurate & timely reports. Document Technical Knowledge in the form of notes & manuals. Refer to the internal database or external resources to provide accurate tech solutions. Oversee a team of more than 100 members with multiple locations and LOBs. Research & Identify solutions to software and hardware issues. Diagnose & troubleshoot technical issues including account setup & Network configuration. Following up with users to ensure the problem is resolved after the troubleshooting or fix. Walk users through the process of installing the software on their machines & configuring the application. Acting as the initial point of contact for all computer & system related concern from users/clients. Preparing and sending dashboards to management for tracking reports. Coordinate daily operation for Tier I and II support, ensuring high-quality service delivery. Collaborated with management to drive continuous improvement and exceed performance objectives. Analyzed ticket data to identify trends and improve escalation processes. Configured and installed communication systems, enhancing operational efficiency. Engaged with team members to ensure a positive work environment and address needs.
Wipro Limited
Jun 20191 yr 7 mosDec 2020

Bengaluru, Karnataka, India

Wipro Limited
Apr 20191 yr 9 mosDec 2020

Send Technical documents to customers who have lost or misplaced theirs. Helping users to troubleshoot issues, they encounter while using a software and provide actionable tips to resolve the problem. Take Remote control over users’ system when necessary to resolve problem Speaking to users to quickly get to the root of their problem and analyze a fix. Talking users through a series of actions to resolve a problem Researching and Identifying solutions to software & Hardware issues. Track computer system issues through to resolution, within agreed time limits Properly Escalate unresolved issues to appropriate internal teams Ensure all issues are properly logged Prioritize & manage several open issues at one time. Adding users to proper Active Directory Groups when requested. Providing appropriate applications to users after proper approval. Troubleshoot a variety of hardware and software issues, improving overall system reliability. Managed Office 365 Installations and troubleshooting, ensuring seamless user experience. Administered Citrix applications, providing remote support to offsite users. Documented and tracked help desk requests, refining processes for improved service delivery. Utilized Microsoft Exchange Management Console for account management and support. Fielded calls from users regarding IT break/fix issues, achieving an 85% first-call resolution rate. Monitored call queues to maintain target abandonment rates and response times. Oversaw technical support for multiple applications including Bluezone (AS400), OKTA, Zscaler, Global Protect, Adobe, Cypress, CDAS, Webex, JAVA issues and many more.

Education

MITS School of Biotechnology, 2P, Infocity, Patia, Chandaka Industrial Estate, Bhubaneswar

B Sc in Biotechnology, Biotechnology

MITS School of Biotechnology, 2P, Infocity, Patia, Chandaka Industrial Estate, Bhubaneswar

20163 yrs2019
St. xavier's High School

12th Standard, CBSE

St. xavier's High School

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Headline

Cloud Tech Support Senior Analyst

About

Experienced Service Desk Lead / Technical Support SME with 7 years of experience managing enterprise IT support operations across global organizations. I specialize in incident and problem management, SLA optimization, and major incident resolution, while mentoring high-performing service desk teams. Skilled in ITIL best practices, ServiceNow, Microsoft 365, Active Directory, Azure, and AWS, I work to streamline IT support processes, enhance knowledge management, and ensure top-tier end-user satisfaction. Passionate about improving service desk efficiency and enabling teams to deliver rapid, reliable IT support, I thrive in fast-paced environments where problem-solving, collaboration, and technical expertise intersect.

Location

Greater Bengaluru Area

Work experience

Cloud tech support senior analyst at Accenture, Dec 2020 - Present · 5 yrs 5 mos, Bangalore Urban, Karnataka, India

Senior Technical Support Analyst at Accenture, Dec 2020 - Present · 5 yrs 5 mos, Managing work assignments and ensuring optimal performance across all functions. Provide automation ideas to reduce manpower and align work smoothly. Collaborate with Help Desk management to handle Tier 1 issues and optimize team schedules for efficiency. Maintain record of team escalations and regional issues, facilitating prompt resolutions and management reporting. Generate detailed report on ticket distribution to ensure adherence to documentation standards Disseminate new technical information to enhance team capabilities and client support. Ensure Service Level Agreements are met while setting realistic performance goals for the team. Support project timelines and changes, ensuring alignment with business objectives. Prepare accurate & timely reports. Document Technical Knowledge in the form of notes & manuals. Refer to the internal database or external resources to provide accurate tech solutions. Oversee a team of more than 100 members with multiple locations and LOBs. Research & Identify solutions to software and hardware issues. Diagnose & troubleshoot technical issues including account setup & Network configuration. Following up with users to ensure the problem is resolved after the troubleshooting or fix. Walk users through the process of installing the software on their machines & configuring the application. Acting as the initial point of contact for all computer & system related concern from users/clients. Preparing and sending dashboards to management for tracking reports. Coordinate daily operation for Tier I and II support, ensuring high-quality service delivery. Collaborated with management to drive continuous improvement and exceed performance objectives. Analyzed ticket data to identify trends and improve escalation processes. Configured and installed communication systems, enhancing operational efficiency. Engaged with team members to ensure a positive work environment and address needs.

System Administrator at Wipro Limited, Jun 2019 - Dec 2020 · 1 yr 7 mos, Bengaluru, Karnataka, India

Technical Support Analyst at Wipro Limited, Apr 2019 - Dec 2020 · 1 yr 9 mos, Send Technical documents to customers who have lost or misplaced theirs. Helping users to troubleshoot issues, they encounter while using a software and provide actionable tips to resolve the problem. Take Remote control over users’ system when necessary to resolve problem Speaking to users to quickly get to the root of their problem and analyze a fix. Talking users through a series of actions to resolve a problem Researching and Identifying solutions to software & Hardware issues. Track computer system issues through to resolution, within agreed time limits Properly Escalate unresolved issues to appropriate internal teams Ensure all issues are properly logged Prioritize & manage several open issues at one time. Adding users to proper Active Directory Groups when requested. Providing appropriate applications to users after proper approval. Troubleshoot a variety of hardware and software issues, improving overall system reliability. Managed Office 365 Installations and troubleshooting, ensuring seamless user experience. Administered Citrix applications, providing remote support to offsite users. Documented and tracked help desk requests, refining processes for improved service delivery. Utilized Microsoft Exchange Management Console for account management and support. Fielded calls from users regarding IT break/fix issues, achieving an 85% first-call resolution rate. Monitored call queues to maintain target abandonment rates and response times. Oversaw technical support for multiple applications including Bluezone (AS400), OKTA, Zscaler, Global Protect, Adobe, Cypress, CDAS, Webex, JAVA issues and many more.

Education

B Sc in Biotechnology, Biotechnology, MITS School of Biotechnology, 2P, Infocity, Patia, Chandaka Industrial Estate, Bhubaneswar

12th Standard, CBSE, St. xavier's High School