Reading books, Watching Entrepreneurial Stories
Hi, I’m
Abhisekh Banerjee
Technical Lead
Cuttack,Odisha
Summary
Talented Technical Lead adept at integrating resources into business operations and developing innovative technical solutions to diverse issues. Strong history of managing highly effective teams to execute complex projects within stringent timeframes. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
years of professional experience
16
years of post-secondary education
3
Languages
Work History
HCL TechnologiesNoida
Technical Lead
05.2020 - 08.2023
Job overview
- Maintained close communication with clients throughout project life cycles for accurate progress reporting and prompt issue resolution.
- Implemented continuous integration and deployment strategies for faster release cycles and improved application reliability.
- Facilitated knowledge sharing sessions within team to improve skillsets and encourage innovative solution development.
- Mentored junior developers through regular 1-on-1 meetings, providing guidance on best practices, coding standards, and career growth opportunities.
- Manage day to day operational tasks, team members.
- Assisting end users on tickets received from L1 or Service Desk agents Coordinating with resolver groups for faster resolution
- Manage L2 support Incidents, Tasks tickets for desktop and periphery related issues
- Handling team of 10 people for L2 to support Symphony & BYOD (Bring Your Own Device)
- Assisted user for HR login related issues, such returning from leave, terminated, absconding, start date, etc.
- Assisted user with laptop issues for file corruption, file association, windows errors, etc.
- Real time assistance to end users through remote desktop for system and application related issues
- Guided users in setting up emails on their personal iPhone/Android phones
- Helped users in correcting email setup on iPhone/Android phones
- Guiding users with process of securing their phones incase of damage/loss/theft.
- MFA correction or account setup for using personal iPhone/Android devices
- Guided users with Kronos view only interface for not able to access their payrolls, schedule rosters, etc
- Assisting end users with PTO, attendance, scheduling and activity related issues on Kronos
- Managing SLA, feedbacks, FCR analysis, ageing tickets, preparing roster, etc.
- Creating & managing runbook during project transition Handling L2 escalation on calls & tickets to improve performance.
- Coaching team members, sharing feedbacks for continuous improvement. Strong people management, leadership & coaching skills.
- Conduct weekly team meetings, feedbacks, training and identifying areas of improvement
- Collect and analyze performance data such as KPI and SLA for enhancing productivity.
- Ensuring Knowledge Base, Training, Staffing, etc is updated Driving weekly meetings with client & stakeholders.
- Team development: Create growth maps for team members.
- Identifying areas of improvement within the team and translating these into development plans
- Optimizing team efficiency and ensuring consistent improvements in productivity. Ensuring a high level of team morale and employee satisfaction.
- Real-Time monitoring of daily work log to ensure a zero percent backlog of ageing tickets.
- Proactively monitoring high priority and critical incidents (P1/P2) for quick resolution
- Daily and monthly goal setting for productivity.
- Ownership of account to meet KPIs, targets set by management.
- Coordinating within various teams, functions, resolver groups and locations to ensure seamless delivery
- Conducting interviews and picking the best applicant for the job.
- Creating training resources such as digital presentations, process manuals.
- Regular 1-0-1 discussions with the L2/SME for performance, training needs, growth and career development
- Publishing team stats regularly and ensuring timely feedback is given
- Client interaction for process improvement suggestion, weekly meetings, discussions etc.
- Scrub data for variance positive or negative in SLA/KPI and other metrics
- Coordinate with service desk and other resolver groups to ensure the technical/process issues being faced by the engineers/agents are resolved
- Conduct regular team huddles and share important information with respect to process/procedures
- Ensuring knowledge management process is followed and any new solution is kept updated within the knowledge base. Also participating in reviewing existing KBs for updates/changes
- Other organizations level responsibilities like participating in hiring drives, interviews, training activities, performance appraisals, etc.
- Team rewards and recognition, appreciation to keep existing engineers motivated
- Tracking SLA/KPI/backlog etc. to ensure these are green and in control
- Led a team of agents to successfully deliver high-quality software projects on time or project KPI's and critical SLA and within budget constraints.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
Accenture Services Private LimitedGurgaon
IT Operations
05.2014 - 01.2018
Job overview
- Handling end-user queries (Email/Chat/Inbound & Outbound Calls) at various levels.
- Scheduling and executing process training sessions to prepare and assist new joiners.
- Observing daily operations of team employees and identifying any areas of improvement.
- Measuring effectiveness of training sessions and preparing individual or team progress reports.
- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction
- Facilitate and conduct meetings with team members and present process performance review.
- Application handling for hospital users to assist them with their queries.
- Assisting users to complete night audits with their application.
- Collaborating with L3 team and/or resolver groups to provide real time updates to end-users
- Act as first point of contact for staff who need support and guidance.
- Ensuring continuous adherence to existing processes.
- Meeting or exceeding client service levels
- Handling L2 escalation on calls & tickets to improve performance.
- Handling daily Tasks, Requests, Incidents
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Followed systematic instructions and proper procedures necessary for successful maintenance of on-site IT operations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Monitored customer service operations to confirm compliance with quality standards.
- Supported operations during lunches, breaks and coverage for open positions.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Collaborated with customers to learn business operations and capitalize on up-selling and cross-selling opportunities.
Accretive Health Services Private LimitedGurgaon
Senior IT Analyst
01.2013 - 03.2014
Job overview
- Counterpart for User IT and Server Management functionalities.
- Creating user ID on different tools including Active Directory (OU-Organizational Units).
- Created, Updated, Modified user accounts using process related tools
- Maintaining Level 1, Level 1.5, Level II and End User Computing (EUC) levels tasks using RDS.
- Working on software issues like Outlook, file corruption, etc.
- Increased user satisfaction by providing timely, effective technical support and training resources.
- Collaborated with cross-functional teams to develop customized IT solutions for unique business challenges.
- Monitored employee tasks to gauge business functions and inefficiencies.
IBM Global ServicesGurgaon
Senior Practioner
03.2010 - 12.2012
Job overview
- Fixing to computer and peripherals on Microsoft Windows platforms
- Worked on AD (Level 1) to add/delete/modify users
- Adding/removing/modifying groups for various accesses, enabling/disabling end-users’ account.
- Managing queues, along with end-to-end floor support.
- Dispatching tickets within team to provide end-to-end resolution to end-users.
- Strong knowledge of SLA and also managed queued to meet SLA targets.
- Worked on Citrix platforms, RDP and SCCM tools to access clients’ laptops/desktops.
- Used SCCM tool to push software on client’s machine directly
- Implemented innovative approaches to problem-solving, leading to more effective resolutions for complex client issues.
- Led cross-functional team to successfully complete major projects, exceeding client expectations.
- Mentored junior practitioners, fostering their professional growth and enhancing team capabilities.
- Streamlined workflow processes for increased efficiency and productivity within our team.
Wipro Private LimitedKolkata
Senior Associate
09.2008 - 03.2010
Job overview
- Responsible for installation and troubleshooting of office systems, Printer, Systems, Laptops
- Responsible for troubleshooting ISP related issues on calls & emails.
- Boosted overall team morale by creating positive work environment and encouraging open communication channels among colleagues.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Spoke to customers in native language to increase loyalty and establish relationships.
- Trained and supported new team members, maintaining culture of collaboration.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Managed customer relations through communication and helpful interactions.
- Identified customer needs and wants to enhance customer experiences
- Greeted customers and offered assistance for increased customer satisfaction.
- Analyzed customer data to identify trends and anticipate customer needs.
- Trained and mentored junior staff on customer service strategies and techniques.
- Monitored customer service metrics and performance indicators to identify areas of opportunity.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Increased customer service success rates by quickly resolving issues.
Education
The University of BurdwanBurdwan, West Bengal
Bachelor of Computer Application from Computer Applications
09.2004 - 07.2007
De Nobili School (C.I.S.C.E.)Sijua, Dhanbad, Jharkhand
Higher Secondary from Science Education
03.2002 - 02.2004
De Nobili School (C.I.C.S.E.)Sijua, Dhanbad, Jharkhand
Matriculation from General Studies
03.1991 - 02.2002
Skills
Mentoring & Coaching
People ManagementConducting Interviews
Documentation review
Kronos & Peoplesoft
Email setup (iPhone/Android)
Cross Functional Team Leadership
Customer Relationship Management
Customer-Oriented & Service
Multitasking Abilities
Process Improvement
Project Leadership
Accomplishments
- Awarded by Manager for Best performance in Wipro, IBM, Accretive Health.
- Received consistent hikes due to improved performance and maintaining stacks at par excellence
- Won Star Talent AchieveR (STAR) award and trophy for best performance in IBM
Additional Information
- Simple, Extrovert, Self-Confident, Hardworking, Faithful, Spiritual
- Web Page designing of Durgapur Steel Plant, File-Track System
- Won runners-up Certificate & Medal for Cricket
- Three-weeks Vocational training from C & IT department of ISPAT Bhavan from Durgapur Steel Plant.
Interests
Listening to music, Netsurfing and Swimming, Watching Tennis
Listening to music, Netsurfing and Swimming, Watching Tennis
Disclaimer
I, Abhisekh Banerjee, hereby declare that all the above details furnished are true to the best of my knowledge.
Timeline
Technical Lead
HCL Technologies
05.2020 - 08.2023
IT Operations
Accenture Services Private Limited
05.2014 - 01.2018
Senior IT Analyst
Accretive Health Services Private Limited
01.2013 - 03.2014
Senior Practioner
IBM Global Services
03.2010 - 12.2012
Senior Associate
Wipro Private Limited
09.2008 - 03.2010
The University of Burdwan
Bachelor of Computer Application from Computer Applications
09.2004 - 07.2007
De Nobili School (C.I.S.C.E.)
Higher Secondary from Science Education
03.2002 - 02.2004
De Nobili School (C.I.C.S.E.)
Matriculation from General Studies
03.1991 - 02.2002