Hirabjyoti Gogoi
Dubai,UAE
Summary
Highly skilled IT professional with extensive expertise in technical proficiency, network monitoring, and remote support. Demonstrates exceptional problem-solving abilities and a strong understanding of service desk operations and ITIL principles. Adept at incident management, change management, and vendor support, ensuring seamless service delivery and user satisfaction. Proven track record in troubleshooting, documentation, and time management. Career goal: to leverage technical skills and experience to drive innovative solutions in a dynamic IT environment.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Service Desk Engineer
HTC Global Services (Client Engineering Office)
Dubai, UAE
05.2023 - 03.2025
- Logging, tracking, and resolving IT incidents and service requests via ticketing systems
- Providing first-level support for hardware, software, network, and system issues
- Guiding end-users through troubleshooting steps and offering remote support
- Escalating unresolved incidents to appropriate IT teams or higher-level support
- Keeping users informed about incident status, outages, and expected resolution times
- Maintaining accurate records of incidents, solutions, and technical procedures
- Managing user accounts, passwords, and permissions following security policies
- Proactively monitoring IT infrastructure to identify and address potential issues
- Following ITIL best practices and company protocols for efficient service delivery
- Identifying recurring issues and contributing to knowledge base articles and process enhancements
Sr. Associate IT OPS Services
COFORGE (Client Virgin Australia)
Gr Noida, India
08.2021 - 04.2023
- Work with other teams to identify improvement opportunities and ensure end-to-end success of Incident Management process
- Led efforts to restore service in timely manner for critical business functions, applications, and infrastructure services as part of 20-member team (offshore onshore), comprised of professionals from several different countries and time zones
- Implemented and executed major incident management processes including invocation, ownership, escalation, communication, and restoration of service
- Used ITIL best practices to support affected business units by managing, directing, coordinating, and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units
- Creates incident related performance analysis and reporting for review by IT management
- Prepared documentation and reporting for executive team on weekly, monthly, and quarterly basis
- Doing comprehensive examination of problem's core causes, including who, what, when, where, why, and how it originated.
Senior Analyst Incident Management
Teleperformance
Gurgaon, India
10.2016 - 07.2021
- Quickly responds to all notifications of unplanned service interruptions from Client
- Evaluate Severity, Potential Impact, and Response Requirements based on initial information provided by First Person
- Ensure proper escalation procedures are followed and correct support teams are engaged
- Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties
- Documenting Key actions and events during conference call
- Communicate and provide incident briefings to Support Teams
- Ensuring timely (SLA) coordination and completion of incidents, outages, alerts
- Maintaining reports and incident tracker till time of incident closure
- Writing RCA of any production impact with concern support team
- Attending daily operations Review meeting for open incidents
- Providing monthly reports for O1 to O4 incident logged for month
- Sending email communications to support team to get all alerts & incident resolved within SLA
- Handling knowledge transfer for new resources coming on board and facilitation ad-hoc trainings for Technical Fulfillment Groups for any updates or refresher trainings for better understanding
- On call support during weekend and holidays as needed
NOC Engineer
System3 Net Technologies PVT Ltd
Delhi, India
06.2015 - 07.2016
- Hand on experience in monitoring tools: Nagios, PRTG Network Monitor, Groundwork, MRTG, ICINGA
- Continuously monitor network performance and health
- Detect and respond to network incidents, such as outages or performance degradation
- Escalate issues to higher-level support teams when necessary
- Diagnose and troubleshoot network issues promptly
- Collaborate with other IT teams to resolve complex problems
- Document all incidents, including their nature, resolution, and impact
- Manage and respond to alerts generated by network monitoring systems
- Prioritize alerts based on severity and potential impact
- Communicate with internal teams and external vendors to coordinate incident response
- Depending on organization's needs, NOC teams often work in shifts to provide 24/7 monitoring and support
- Maintaining backup for company’s important data
- Installation of new servers, test and configure new workstations and software
- Provide Training to new data Centre employees on system operations
- Check in and out any equipment to prevent loss
- Works with vendors to plan and execute all preventative maintenances of UPS and generators supporting Data center.
- Working on Anti spam servers, releasing mail, Blacklisting and Whitelisting Domain
- Maintain inventory of hardware and networking devices inside Server room
- Hand on experience in ticketing tools: OS Ticket, Groove, Service now, Service Desk
- Provide helpdesk support and resolve user difficulties by either explaining them over phone or via remote
- Following up with different vendors in case of downtime or failure
- Monitoring and maintaining computer systems and networks
- Hand on experience of remote tools like Team Viewer, LogMeIn client
Education
Bachelor of Computer Applications - Computer Science
New Delhi Institute For Information Technology & Management
New Delhi, India 08.2012 - 12.2015
Skills
- Technical Proficiency
- Communication Skills
- Problem-Solving
- Documentation
- Time Management
- Network Monitoring
- Incident Management
- Problem Management
- Change Management
- Vendor Support
- Troubleshooting expertise
- Active Directory
Certification
- CompTIA A+
- CompTIA N+
- ITIL Foundation
- CCNA
- MCSA
- MCSE
Languages
English
Native
Hindi
Native
Monitoring Tools
- PRTG
- MRTG
- NAGIOS
- Groundwork
- Icinga
Ticketing Tools
- Service Now
- Manage Engine
- Service Desk
- OS Ticket
- Groove
Timeline
Service Desk Engineer
HTC Global Services (Client Engineering Office)
05.2023 - 03.2025
Sr. Associate IT OPS Services
COFORGE (Client Virgin Australia)
08.2021 - 04.2023
Senior Analyst Incident Management
Teleperformance
10.2016 - 07.2021
NOC Engineer
System3 Net Technologies PVT Ltd
06.2015 - 07.2016
Bachelor of Computer Applications - Computer Science
New Delhi Institute For Information Technology & Management
08.2012 - 12.2015
- CompTIA A+
- CompTIA N+
- ITIL Foundation
- CCNA
- MCSA
- MCSE
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