Rahul Mazumder
Kolkata,India
Summary
Service Desk Analyst at Microland Limited with proven expertise in Microsoft 365 support, Active Directory administration, and L1/L2 technical support, achieving 95%+ customer satisfaction (CSAT) scores while consistently meeting service level agreements (SLAs). Excelled in resolving complex hardware, software, and connectivity issues, and Active Directory user management through advanced troubleshooting, including system log analysis, Group Policy verification, and registry edits. Demonstrated exceptional problem-solving skills in SAP GUI support, VPN configuration, printer setup, and ITSM platform management, enhancing user experience and driving operational efficiency in high-volume service desk environments.
Overview
2
2
years of professional experience
7
7
Certifications
Work History
Service Desk Analyst (L1/L2)
Microland Limited
Bangalore , India
11.2023 - Current
- Delivered L1 and L2 technical support for hardware, software, and network connectivity issues in a high-volume IT service desk environment.
- Administered user accounts, permissions, security groups, and group memberships in Active Directory and Azure AD, in line with access management policies.
- Supported Microsoft 365, troubleshooting, and resolving issues related to Exchange Online, Teams, OneDrive, and SharePoint for enterprise users.
- Performed advanced troubleshooting using system log analysis, Group Policy (GPO) verification, and registry modifications to resolve complex incidents.
- Provided application support for SAP, including password resets, basic SAP GUI configuration, and user access-related issues.
- Handled core end-user operations such as printer setup, VPN access configuration, network drive mapping, and workstation connectivity.
- Consistently achieved Customer Satisfaction (CSAT) scores above 95%, while meeting or exceeding incident and request Service Level Agreements (SLAs).
- Maintained an average First Contact Resolution (FCR) rate of approximately 80%, reducing escalations, and improving the end-user experience.
Education
Bachelor of Computer Application -
Institute of Engineering & Management
Kolkata, West Bengal, IndiaHigher Secondary Education - Computer Science
Ramakrishna Vivekananda Mission
BarrackporeIndian Certificate of Secondary Education -
Ramakrishna Vivekananda Mission
BarrackporeSkills
- Active Directory management
- Azure Active Directory configuration
- Group Policy Object management
- Microsoft 365 administration
- Windows troubleshooting and optimization
- SAP GUI support
- Registry editing for Windows resolution
- System log analysis
- Multi-Factor Authentication setup
- IT Service Management platforms
- Printer and network configuration
- Network drive mapping
- VPN setup and support
- Computer networking fundamentals
- Log analysis and incident reporting
- Software installation and troubleshooting
- Endpoint and web security best practices
Certification
Introduction to Cybersecurity by Cisco Networking Academy.
Accomplishments
Achieved 95%+ CSAT scores and an 80% FCR rate at Microland Limited, consistently meeting SLAs while resolving L1/L2 incidents for over 500 end users monthly.
Hobbies and Interests
- Travelling
- Playing Football
- Swimming
Languages
- English (Proficient)
- Bengali (Proficient)
- Hindi (Beginner)
Projects
- Heart disease prediction
- Machine learning using Python
- Smart agriculture using IoT, Internet of Things (IoT), AI/ML, and Python
Timeline
Service Desk Analyst (L1/L2)
Microland Limited
11.2023 - Current
Bachelor of Computer Application -
Institute of Engineering & Management
Higher Secondary Education - Computer Science
Ramakrishna Vivekananda Mission
Indian Certificate of Secondary Education -
Ramakrishna Vivekananda Mission