Saurabh Suman Ranjan

Leads IT support and infrastructure management, resolving complex application issues and streamlining operations to ensure secure, seamless user access and high operational efficiency.

• Resolved complex application login issues and troubleshot two-factor authentication (2FA) solutions like DUO and Microsoft Authenticator, ensuring secure and seamless user access.
• Streamlined password management and account processes, including VDI user resets and Active Directory administration, enhancing access control and security.
• Managed and tracked incidents through BMC Remedy, ensuring timely issue resolution and efficient management of Citrix Director accounts to optimize operational efficiency.
• Provided comprehensive hardware and software support for laptops for VIP and regular users, maintaining optimal system performance and smooth business operations.
• Strengthened user authentication security and access control, resolving technical issues to ensure continuous and efficient operations across the organization.

Delivered expert technical support for Microsoft products, troubleshooting complex issues for Microsoft Dynamics 365, and enhancing customer satisfaction.

• Provided expert technical support for Microsoft products, including troubleshooting and resolving complex issues related to Microsoft Dynamics 365 via chat, voice, and email channels.
• Managed customer issues independently and collaborated with Managers and Subject Matter Experts (SMEs) for resolution, ensuring timely escalation to Project Managers when necessary.
• Conducted advanced troubleshooting to diagnose and resolve IT issues on customer premises related to Microsoft products, preparing Root Cause Analysis (RCA) for recurring breakdowns.
• Supported the continuous evolution of processes and billing related to consumer architecture, handling chat support and billing queries for North American customers.

Provided technical support for Nokia network devices, managed incidents, and improved service delivery for South African customers.

• Delivered technical support for Nokia network devices, troubleshooting and resolving issues related to Fibre Gateway Devices, VPN connections, switches, CPEs, and extenders.
• Created, documented, and escalated incidents, problems, and change requests in line with established ticketing standards and SLAs.
• Supported end users with daily VDI operations, providing timely updates and effective resolutions using the Nokia Service Desk ticketing system.
• Prepared detailed RCAs for service breakdowns, contributing to process improvements and enhancing service delivery for South African customers.

Managed and maintained helpdesk operations for a data center project, acting as SPOC for all datacenter-related activities in accordance with ITIL V4 practices.

• Managed and maintained helpdesk operations for a data center project, serving as the Single Point of Contact (SPOC) for all datacenter-related activities, adhering to ITIL V4 practices.
• Logged, tracked, and escalated incident, change, and service requests, ensuring alignment with service level agreements (SLAs) and effective issue resolution.
• Monitored and managed infrastructure alerts, configuration items, and service levels, ensuring service quality met client expectations and internal standards.
• Created and presented MIS reports for management, interacting with clients to ensure SLA compliance and issue follow-ups.

Served as the Single Point of Contact (SPOC) for all datacenter-related activities, overseeing helpdesk operations in alignment with ITIL V4 and ISO 20000 & 27000 compliance.

• Served as the Single Point of Contact (SPOC) for all datacenter-related activities, overseeing helpdesk operations in alignment with ITIL V4 standards and ensuring ISO 20000 & 27000 compliance.
• Logged, tracked, and escalated incident, change, and service requests using internal ticketing tools; performed basic troubleshooting and escalated technical issues to appropriate teams.
• Monitored alerts from various infrastructure devices, managed configuration items, tracked service levels, and ensured SLA adherence through timely reporting and client communication.
• Generated MIS reports for management review, maintained and updated the helpdesk system for operational efficiency, and coordinated with vendors for SLA performance and issue resolution.

Managed Windows Server 2003 environment and service desk operations, ensuring efficient incident management and minimal business disruption.

• Managed Windows Server 2003 environment and day-to-day service desk operations, utilizing Engine Plus, BMC Remedy, Jira, and ServiceNow for efficient incident management.
• Collaborated with the Incident Response Team to resolve P1-P4 issues, ensuring prompt service restoration and minimal business disruption.

Provided deskside and remote IT support via VDI, resolved user issues, and administered Windows Server 2003 to ensure high availability and continuity of IT services.

• Provided deskside and remote IT support via VDI, resolving user issues through ServiceNow and maintaining regular system backups using SAN for Goa and Ranchi locations.
• Administered Windows Server 2003 and delivered onsite support to the Goa region, ensuring high availability, reliability, and continuity of IT services.

Providing technical assistance to users working from both home and office for an insurance company based in South America. Resolving login issues, managing access controls, and supporting software and hardware-related problems to ensure seamless operations.

Worked on a project-based role with Microsoft through Teleperformance, providing premium customer support to clients. Addressed high-priority customer issues and ensured excellent service delivery under contractual agreements.

Nokia installed fiber devices at customer locations and provided network support. Responsibilities included resolving network faults and addressing customer issues to ensure uninterrupted service.

Served as a Service Desk Engineer at the client location in Ranchi, providing technical support for the State Data Centre Project. Managed various IT-related issues to ensure seamless service delivery.

Acted as the first point of contact for IT-related issues within the pharmaceutical domain across the region. Focused on handling escalated tickets raised by pharmaceutical employees, specializing in incident management and ensuring efficient problem resolution.

Provided comprehensive IT support for the State Data Centre Project, including incident management, troubleshooting, and technical assistance to ensure smooth operations and timely issue resolution.