Madhulika Karmakar
Stockholm
Summary
Dynamic IT professional with a proven track record, excelling in user access administration through Active Directory and delivering exceptional help desk support. Skilled in Office 365 and Active Directory management, adept at resolving complex incidents, enhancing user satisfaction, and managing assets efficiently. Demonstrates strong problem-solving abilities and a commitment to improving service delivery.
Overview
14
14
years of professional experience
Work History
IT Support Technician
Acne Studios AB
Stockholm
09.2022 - Current
- Deliver local and remote Tier 1 IT support for hardware and software to company personnel.
- Manage the configuration and setup of user accounts and systems (onboarding/offboarding).
- Maintain an inventory of all IT equipment in the organization.
- Channel problematic products to appropriate external service providers.
- Work with internal teams to deliver accurate information to users and service accounts.
- Resolve complex technical problems related to Office 365 applications.
- Manage user accounts in Active Directory and Azure AD Connector.
- Prioritize incoming incidents based on severity and urgency.
- Maintain positive working relationship with fellow staff and management.
- Create knowledge base articles for frequently encountered incidents to facilitate faster resolution times.
Senior Analyst
HCL Technologies
06.2015 - 04.2017
- Communicated with system users to ensure accounts were setup properly and to diagnose and solve operational problems
- Developed and wrote procedures for installation, use and troubleshooting of communications hardware and software
- Coordinated installation of new equipment
- Setup equipment for employee use, performed and ensured proper installation of cables, operating systems and appropriate software
- Met deadlines while maintaining high quality deliverables
- Worked as level 2 specialist in supporting business users for various software issues like outlook, MS applications, company owned applications, Mobile management including escalation from L1 support and printer issues
- Deployed software on user´s machines through SCCM
Analyst
HCL Technologies
08.2012 - 05.2015
- Identified and resolved problems through root cause analysis and research
- Engaged in user support interactions via telephone, chat and email platforms
- Managed over 50 users calls per day
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Addressed user customer service concerns and decided when to escalate problems to specialist team members
- Patched software and installed new versions to eliminate security problems and protect data
- Handled Active Directory for basic creation, deletion and extension of user account
Technical Support Engineer
Vcustomer Services Pvt. Limited
06.2011 - 07.2012
- Company Overview: The process was the helpdesk to American Airlines employees
- The main objective of the American airlines' helpdesk is to provide the assistance to the American Airlines employees
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
- Troubleshot minor problems and reported larger technical issues
- The process was the helpdesk to American Airlines employees
- The main objective of the American airlines' helpdesk is to provide the assistance to the American Airlines employees
Education
Bachelor's of technology - Information Technology
Uttar Pradesh Technical University
Uttar Pradesh, India06.2010
Skills
- Office 365 Proficiency
- User access administration through Active Directory
- Resolving Problems and Incidents
- Help Desk Support
- ServiceNow ticketing tool
- Active Directory management
- Printer support
- Incident management
- Hardware installation
- Asset management
- Intune Device Management
Languages
- Hindi, Native
- English, C2 Proficient
- Swedish, A2 Elementary
References
References available upon request.
Timeline
IT Support Technician
Acne Studios AB
09.2022 - Current
Senior Analyst
HCL Technologies
06.2015 - 04.2017
Analyst
HCL Technologies
08.2012 - 05.2015
Technical Support Engineer
Vcustomer Services Pvt. Limited
06.2011 - 07.2012
Bachelor's of technology - Information Technology
Uttar Pradesh Technical University
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