Arka Banerjee
Senior Systems Engineer And SPOC
Kolkata
Summary
Desirous of an IT Service Management role in a challenging workplace that welcomes innovative ideas and offers growth opportunities and a positive environment for accomplishing projects. Looking for a challenging role in a reputable organization to utilize technical, database, and management skills for the growth of the organization as well as to enhance knowledge about new and emerging trends in the IT sector.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
12
12
Certificates
Work History
Senior Systems Engineer
Tata Consultancy Services Ltd.
Kolkata
06.2015 - Current
- Performed root cause analysis to provide resolutions for production issues.
- Collaborated with clients to determine need and devise appropriate software and hardware solutions.
- Managing over 2500 Customers including VIPs and VVIPs across globe.
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Worked with stakeholders to determine implementation and integration of system-oriented projects.
- Created manuals and taught training sessions to educate co-workers on new systems.
- Assisted employees with resolving network problems at remote locations.
- Coordinated with stakeholders to design and develop high-end software applications.
- Created flowcharts, diagrams and other documentation.
- Researched software and systems products to determine purchase recommendations.
- Optimized networked software and operating systems by applying updates and patches.
- Improved and deployed billing automation, accounting and real-time reporting and analytics capabilities.
- Completed software updates and assessed security patches for optimized computer use.
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
- Negotiated with vendors, outsources and contractors to secure contracts and set SLAs.
- Checked for accuracy and functionality during implementation of new systems.
- Automated data collection activities to increase productivity.
- Created system design models and specifications to support system programmers and development teams.
- Performed cost-benefit and ROI analyses for proposed systems.
- Collaborated with executive team to define business requirements and systems goals.
- Documented system configuration, mapping and processes.
- Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
- Delivered helpdesk service and support to customers.
- Suggested system updates or changes after conduct in-depth technical reviews.
- Tested and analyzed equipment design and performance feasibility to determine potential ROI.
- Conducted end-user reviews for modified and new systems.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
- Verified compliance with applicable performance metrics and compatibility expectations.
Mortgage Underwriter
Tata Consultancy Services Ltd.
Kolkata
01.2014 - 05.2015
- Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines.
- Applied grades to each loan application based on established criteria to keep institutional risk low.
- Evaluated performance of less experienced underwriters and helped improve overall work quality by implementing improvement plans.
- Worked with processing team members to communicate errors and obtain missing information for current applications.
- Reviewed team underwriting decisions to identify incorrect actions and reverse previous decisions when merited.
- Maintained mortgage program compliance with federal agencies such as VA, HUD and FNMA.
- Checked personal and team calculations to validate information and underwriting decisions.
- Verified integrity of applicants' information to minimize fraud.
- Balanced risk against profitability to make optimal business decisions and guided junior team members in making similar critical decisions.
- Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records and current financial status.
- Trained junior team members in underwriting procedures and loan quality grading standards.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Proactively identified solutions for customers experiencing credit issues.
- Monitored pipelines to track and log status of loans.
- Managed customers of Northern America for Citibank.
Mortgage Loan Processor
Tata Consultancy Services Ltd.
Kolkata
01.2012 - 12.2013
- Set up and completed loan submission packages.
- Completed denial and cancellation procedures on applicable files.
- Maintained compliance with privacy and security requirements, as well as federal statutes covering Mortgage loans.
- Checked daily reports each morning to identify priorities or issues for escalation to supervisor.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Oversaw file input in mortgage software and grant-specific software.
- Coordinated closing process with attorneys, title companies and government clerks.
- Worked with customers via email to answer questions, process transactions and resolve issues.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Prepared file for final clear-to-close for branch management.
- Evaluated approvals against established bank and government lending standards.
- Communicated with originator and applicant concerning progress of loan file.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Handled any conditions sent from underwriting departments.
- Reviewed and validated details of loan applications and closing documentation.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Assessed customer account histories to determine previous compliance with payment plans and loan terms.
- Filed completed loan applications with underwriting and made approval or denial recommendations.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Produced and submitted completed loan packages to title and escrow professionals.
- Managed customers of Northern America for Citibank.
CSA
Firstsource Solution Ltd.
Kolkata
08.2010 - 08.2011
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Provided amazing customer service by greeting customers, attending to orders and addressing specific requests.
- Handled products and equipment in accordance to safety guidelines to create safe working and shopping environment.
- Demonstrated safe practices and procedures in store by adhering to company standards.
- Gained familiarity with company products to answer customer questions and make recommendations.
- Connected with customers by listening to concerns and answering questions.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Contributed ideas and practical solutions to support process improvement efforts.
- Connected with customers to address questions and resolve issues through phone.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Communicated professionally with colleagues, freelancers and clients.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Effective liaison between customers and internal departments.
- Managed regular and corporate customers complain and quarries of Rest of West Bengal for Vodafone IN.
Education
Bachelor of Arts - Food And Nutrition
University of Calcutta
Kolkata 01.2006 - 03.2009
Bachelor of Science - Hotel And Tourism Management
Nightingale Institute of Management Studies (NIMS)
Kolkata 01.2007 - 03.2010
Skills
Standard operating procedures
Network infrastructure administration
Process documentation
Organizational improvement
Infrastructure management
Requirements gathering
Design and implementation
Data analysis
Root Cause Analysis
Quality assurance
Troubleshooting
Cost estimates
Project Management
Customer proposals
Complex project delivery
Certification
ITIL Foundation Level
Timeline
User Acceptance Testing_Foundation
08-2021
Digital Microsoft Azure Certification
04-2021
Lean Bronze Certification
02-2021
Enterprise Solutions : SAP - Business Communication Foundation
12-2020
ITIL Service Strategy (ITIL-SS)
01-2020
ITIL Continual Service Improvement (ITIL-CSI)
01-2020
ITIL Service Design (ITIL-SD)
12-2018
ITIL Service Transition (ITIL-ST)
11-2018
ITIL Service Operation
10-2018
ITIL Foundation Level
03-2017
Senior Systems Engineer
Tata Consultancy Services Ltd.
06.2015 - Current
Lean Six Sigma Green Belt (ICGB)
07-2014
Mortgage Underwriter
Tata Consultancy Services Ltd.
01.2014 - 05.2015
US Mortgage Advance
08-2012
Mortgage Loan Processor
Tata Consultancy Services Ltd.
01.2012 - 12.2013
CSA
Firstsource Solution Ltd.
08.2010 - 08.2011
Bachelor of Science - Hotel And Tourism Management
Nightingale Institute of Management Studies (NIMS)
01.2007 - 03.2010
Bachelor of Arts - Food And Nutrition
University of Calcutta
01.2006 - 03.2009