---
title: "Archana R. - Desktop Engineer in Mumbai | Tal"
description: "Meet Archana R., Desktop support Engineer based in Mumbai."
image: "https://tal.club/meet/archana-r/share-image"
---

# Archana R\. on Tal

## Headline

Desktop support Engineer

## Location

Mumbai

## Work experience

Desktop Engineer at Wipro, Jun 2024 \- Present · 2 yrs 1 mo

Desktop Support Engineer at Wipro, Jun 2024 \- Present · 2 yrs 1 mo, Handle escalated tickets from L1 support and provide advanced technical resolution \(30–40 tickets daily\)\. Troubleshoot complex desktop, laptop, and remote access issues for enterprise users\. Resolve incidents within defined SLA timelines while maintaining 95%\+ compliance\. Diagnose and resolve Windows 10/11 operating system issues\. Troubleshoot application errors including MS Office, Outlook, VPN, and Citrix\. Resolve network connectivity issues \(LAN/Wi\-Fi/VPN\)\. Troubleshoot printer and peripheral device issues\. Support Active Directory tasks including user account unlock/reset and access provisioning/deactivation\. Handle Remote Desktop \(RDP\) and VPN configuration/troubleshooting\. Update and manage incidents in ServiceNow ticketing tool\. Maintain and update Knowledge Base \(KB\) articles for recurring issues\. Track recurring incidents and suggest process improvements to reduce repeat tickets\. Utilize Bomgar remote tool for secure remote troubleshooting support\.

Technical Support Engineer at Capita, Mar 2023 \- Mar 2024 · 1 yr 1 mo, Vikhroli

Service Executive at Capita, Mar 2023 \- Mar 2024 · 1 yr 1 mo, Provided enterprise broadband and network troubleshooting support\. Logged, categorized, and prioritized incidents as per SLA guidelines\. Performed desktop and application\-level troubleshooting\. Coordinated with backend teams for complex issue resolution\. Maintained high customer satisfaction and service quality metrics\.

Service Desk Engineer at Concentrix, Jan 2021 \- Dec 2022 · 2 yrs, Thane, Maharashtra, India

Service Desk Analyst at Concentrix, Jan 2021 \- Dec 2022 · 2 yrs, Installed and configured hardware, operating systems, and software applications\. Provided remote troubleshooting for desktop and MS Office\-related issues\. Assisted users with email configuration and system access problems\. Maintained accurate documentation of incidents and resolutions\. Ensured adherence to IT service management standards\.

## Education

Bachelor of Technology, Computational Science, Mumbai university

Master's Degree, Computational Science, Maharashtra State Board of Technical Education \(MSBTE\)

[View the original profile](https://tal.club/meet/archana-r)

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