Biswaprajna Thumb
Summary
Experienced Service Desk Support Engineer with knowledge of Active Directory, Microsoft Entra ID, and Microsoft 365. Skilled in troubleshooting and solving user and system issues in enterprise IT environments. Currently working as a Service Desk Engineer, supporting daily IT operations in a 24/7 environment, managing incidents, following SLA targets, and providing quality customer support. Good at working with technical teams, handling escalations, and improving IT support services with a customer-focused approach.
Overview
7
7
years of professional experience
Work History
Service Desk Engineer
Bell Integration
09.2025 - Current
- Provided first-line IT support to users via phone, email, and remote support, diagnosing and resolving technical issues efficiently while maintaining clear and professional communication.
- Managed user accounts and performed password resets using Active Directory.
- Processed leaver tickets, including account deactivation and access removal.
- Provided support for Microsoft 365, Active Directory, and Microsoft Entra ID(Azure Active Directory0, ensuring smooth user access and account management.
- Assisted users with Microsoft Outlook and Microsoft Teams configuration and troubleshooting.
- Created and managed distribution lists (DLs) and user mailboxes.
- Configured mobile devices and set up Multi-Factor Authentication (MFA) for new employees.
- Coordinated with senior IT support teams to ensure timely resolution of escalated incidents, maintaining service continuity and user satisfaction.
- Escalated complex technical issues when required, ensuring effective communication and follow-up.
- Maintained accurate documentation of incidents, troubleshooting steps, and resolutions.
- Delivered professional, customer-focused IT support services while maintaining high user satisfaction.
Service Desk Engineer
Mashreq Bank
11.2024 - 02.2025
- Delivered second-line IT support to over 3000 users within a remote support environment.
- Assisted user onboarding and offboarding, and access requests.
- Managed Active Directory accounts, group policies, and access requests.
- Managed and maintained groups in Microsoft Entra ID (Azure Active Directory), including adding and modifying user group memberships.
- Logged and managed incidents while ensuring clear user communication.
- Supported Outlook, OneDrive, and SharePoint access issues for remote workers.
- Supported Microsoft 365, Active Directory, and endpoint-related incidents and service requests.
- Troubleshot VPN connectivity issues and supported secure remote access for end users.
- Provided timely resolution of escalated technical incidents while maintaining a strong focus on customer service.
- Performed password resets and account unlocks for users via Active Directory and Microsoft Entra ID.
- Provided on-call support and contributed to the resolution of critical incidents.
- Provided consistent end-user support with a strong focus on service quality, incident resolution, and customer experience.
Help Desk Analyst
ENCORA INNOVATION LABS PVT LTD
11.2023 - 11.2024
- Provided remote IT support for Windows devices and Microsoft 365 users in a hybrid working environment.
- Performed password resets and account unlocks via Active Directory and Microsoft Entra ID.
- Resolved access and functionality issues across Microsoft Outlook, Microsoft Teams, OneDrive, and SharePoint for remote users.
- Supported Windows devices, including software installations, updates, and basic troubleshooting.
- Managed employee onboarding and offboarding requests, ensuring correct access provisioning and secure account termination.
- Logged, tracked, and updated incidents in the IT service management system.
- Troubleshot VPN connectivity and remote access issues for end users working offsite.
- Escalated complex technical issues to second-line support teams where necessary, ensuring timely resolution.
- Maintained accurate documentation of incidents, troubleshooting steps, and resolutions in line with IT procedures.
Junior IT Support Engineer
VEGAM SOLUTION
01.2019 - 10.2023
- Provided IT support to internal users.
- Supported Windows devices, software installations, and hardware replacements.
- Troubleshot VPN connectivity issues and supported secure remote access for end users.
- Logged and managed incidents while ensuring clear user communication.
- Assisted with laptop builds, user onboarding, and access requests.
- Provided on-call support and contributed to the resolution of critical incidents.
- Developed strong foundational skills in customer service, troubleshooting, and IT service delivery in a fast-paced support environment.
Education
Biju Patnaik University of Technology | 2014 – 2018
Skills
Active Directory, Azure AD, Entra ID
VPN, Wi Fi, DNS, DHCP troubleshooting
Timeline
Service Desk Engineer
Bell Integration
09.2025 - Current
Service Desk Engineer
Mashreq Bank
11.2024 - 02.2025
Help Desk Analyst
ENCORA INNOVATION LABS PVT LTD
11.2023 - 11.2024
Junior IT Support Engineer
VEGAM SOLUTION
01.2019 - 10.2023
Biju Patnaik University of Technology | 2014 – 2018