Abhik Chatterjee
Kolkata
Summary
Dedicated and experienced IT Support Executive with over 11 years of comprehensive expertise in providing technical assistance, providing support, vendor management, stakeholder engagement, handling critical queries and escalation, maintaining SLA validation, resolving issues as raised and delivering continuous service to the end customers within the defined timeline. Proven track record of managing IT operational activities, ensuring seamless operations to the client as well as our end customers. Seeking to leverage skills and experience in a challenging IT environment to contribute to an organizational success.
Overview
18
18
years of professional experience
Work History
IT Executive
ITC Infotech
Kolkata
05.2013 - Current
- Worked in ITC limited in house project under the Electronic Data Interchange team for more than 5 years where my primary role is to provide support to our distributors across all over India as per the client requirement
- Created WD code mapping inside the central database during the rollout process post allocation
- Handled the ITC's wholesale distributor end to end rollout process and completed all rollout activities within the timeline based as per the SLA
- Configured the release patch settings and deployed the same inside the WD systems for the DMS application through the central database
- Extracted warehouse outbound data received at central database and prepared different types of reports and distributed the same to all business users as per the requirement
- Coordinated with Branch as well as with the Business team on daily basis to understand their requirements
- Thoroughly analyzed the branch requirements and raise a CR if needed
- Prepared the daily basis open call logs data escalated/received at EDI end and shared the same to all stakeholders or business team
- Working currently in an ITC limited in house project under the Implementation team as an Implementation consultant for more than 6 years where my primary job role is handling support vendors, collaborated with support vendors, stakeholders and internal teams in order to resolve the query raised by our end customers
- Collaborated with cross functional teams to implement new technologies and upgrades,ensuring seam less integration with existing system
- Managing critical escalations from branch and provided the smooth support through on calls,mails to them within the given timeline
- Documenting standard operating procedures(SOP) on daily basis as per the client requirement
- Coordinating with the support vendors on daily basis in order to resolve the call logs raised by our end customers
- Collaborating with the internal development teams against the critical cases to provide solutions to endusers within the defined timeline
- Regularly liaising with support vendors to keep them informed about the new releases and other activities
- Coordinating with the branch,business teams,assessing their requirements,and raising change request as needed
- Organize training programs to enhance vendor knowledge
- Arrange the meetings on daily basis with the support vendors for SLA validation
- Preparing MIS reports based upon the daily call logs data raised from our end customers and deliver the same to all stakeholders as per their requirement
IT Operation Analyst
Prayag Infotech India
Kolkata
03.2010 - 05.2013
- Provided first-line technical support(L1) to customers as per their requirements
- Collaborated with cross-functional teams in case of critical queries raised by the users
- Managed critical escalation raised from the branch end and provided smooth support to them within the given timeline
- Worked here as a back office executive and prepared data/MIS report monthly or weekly basis based upon the requirement given from the client
IT operation analyst
Craft Creations
Kolkata
04.2007 - 03.2010
- Provided customer support overcalls, chats,and mails
- Managed critical escalation overmails/calls and delivering solution against thesame
- Worked here as a delivery executive in order to fullfill the customer requirements
- Participated in on-call rotation to provide after-hours support for critical incidents and emergencies if logged
Education
Sarsuna College -
University of Calcutta
Kolkata, India01.2007
HigherSecondaryEducation -
West Bengal Board
Kolkata, India01.2003
SecondaryEducation -
West Bengal board of secondary education
Kolkata, India01.2001
Skills
- Microsoft SQL Server
- Oracle Database
- Microsoft Excel
- DMS
- Vendor Management
- Client Management
- Stakeholder Engagement
- Data Management
- Microsoft Power BI
- User Acceptance Testing
- Project Management
Timeline
IT Executive
ITC Infotech
05.2013 - Current
IT Operation Analyst
Prayag Infotech India
03.2010 - 05.2013
IT operation analyst
Craft Creations
04.2007 - 03.2010
Sarsuna College -
University of Calcutta
HigherSecondaryEducation -
West Bengal Board
SecondaryEducation -
West Bengal board of secondary education
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