Soumya Roy

Soumya Roy - Resume (IT Support Engineer) Soumya Roy IT Support Engineer | Technical Troubleshooting | CRM & SLA Management | SQL | Power BI | ServiceNow Phone: - | Email:-| Location: Howrah, India LinkedIn: linkedin.com/in/soumya-roy-2a854620a Total Experience: 12 Years 11 Months ---------------------------------------------------------------------------------- PROFESSIONAL SUMMARY Experienced IT Support Engineer with over 12 years in technical support, system administration, and customer operations. Demonstrated success in managing SLA-driven environments, resolving hardware/software issues, and delivering superior customer support. Skilled in SQL data queries, ServiceNow case handling, Salesforce CRM, and documenting detailed SOPs and support guides. Known for collaborative troubleshooting, proactive follow-ups, and improving operational workflows with a data-first mindset. ---------------------------------------------------------------------------------- PROFESSIONAL EXPERIENCE IT Services Partner Paychex IT Solutions | Jul 2022 May 2024 - Provided Tier 1 and Tier 2 support for internal users, resolving software issues, access management, and device setup. - Applied ITIL processes to meet SLAs, track ticket aging, and manage incident resolution documentation. - Troubleshot and escalated technical issues using ServiceNow, Active Directory, and Intune. - Created technical documentation, process guides, and contributed to knowledge base content and training modules. - Worked with SQL-based reporting and supported Power BI dashboards to analyze resolution timelines and SLA breaches. Soumya Roy - Resume (IT Support Engineer) Lead Operations SME Concentrix | May 2019 Jul 2022 - Handled escalated user requests and delivered KPI-driven support across multiple client accounts. - Maintained CRM accuracy, monitored tickets, and participated in RCA sessions with L3 engineers. - Used data to highlight support gaps, collaborated with product teams for automation solutions. Subject Matter Expert Teleperformance | Feb 2017 May 2019 - Delivered frontline technical support for software and system issues; documented recurring incidents. - Supported knowledge sharing sessions and conducted team huddles to address troubleshooting strategies. Sr. Technical Support Associate Limtex Infotech Ltd. | Sep 2013 Jan 2016 - Delivered technical support for Windows and Mac OS, resolving recurring access and application errors. - Supported call logging, case documentation, and knowledge transfer. Earlier Roles: IBM, Wipro, Firstsource Supported telecom and enterprise clients with Tier 1 troubleshooting and CRM logging. Built customer rapport and documented support cases efficiently. ---------------------------------------------------------------------------------- KEY SKILLS - Windows OS Support & Troubleshooting - CRM Systems: Salesforce, ServiceNow, Intune - SQL Querying & Basic Data Analysis - SLA Management & Ticketing Metrics - Knowledge Base Documentation & SOPs - Endpoint Compliance & Configuration - Cross-Functional Collaboration & RCA - Power BI Dashboarding & Reporting ---------------------------------------------------------------------------------- Soumya Roy - Resume (IT Support Engineer) EDUCATION Bachelor of Commerce (B.Com) | Calcutta University | 2008 ---------------------------------------------------------------------------------- CERTIFICATIONS - ITIL v4 Foundation Service Management - Power BI Business Intelligence ---------------------------------------------------------------------------------- LANGUAGES: Bengali (Native), English, Hindi HOBBIES: Knowledge Sharing, Troubleshooting Labs, Gaming, Technical Blogging