ARKA PRATIM ROY
Gurugram
Summary
Detail-oriented IT Infrastructure Specialist and Development Quality Assurance Analyst with four years of enterprise experience in IT service delivery and process optimization. Currently a Senior Associate - Infrastructure, skilled in Active Directory, Microsoft Intune, and Tanium for identity management and application telemetry. Certified in Lean Six Sigma, with experience enhancing operational compliance and utilizing diagnostic frameworks to reduce system downtime and strengthen cybersecurity.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Associate - Infrastructure
Coforge Ltd
Greater Noida
11.2025 - Current
- Deploy critical enterprise applications and orchestrate remote system patching across thousands of distributed endpoints utilizing the Tanium platform and Microsoft Intune admin center, ensuring robust organizational endpoint security, vulnerability mitigation, and compliance.
- Spearhead enterprise-grade IT Service Desk operations, systematically analyzing and resolving complex Tier 2 and Tier 3 technical incidents for global client employees in strict alignment with ITIL frameworks and stringent Service Level Agreements (SLAs).
- Executed Major Incident Management (MIM) protocols during severe network and system outages, coordinating with cross-functional engineering escalation teams and external software/hardware vendors to restore critical services.
- Administered Identity and Access Management (IAM) protocols, executed user provisioning and role-based onboarding, and performed secure offboarding procedures using Active Directory and Microsoft Exchange Administration centers.
- Provided advanced technical support for systemic performance anomalies and network latency issues, leveraging Citrix Director for deep-level virtual session troubleshooting and remote machine diagnostics.
- Managed end-to-end IT hardware lifecycle processes, including diagnostic evaluations, procurement coordination, and replacement of defective core computing infrastructure and peripherals.
Quality Assurance Analyst & Service Desk Support
Teleperformance Global Business Private LTD
Gurugram
01.2022 - 11.2025
- Managed sophisticated quality assurance methodologies across the EMEA region, supporting five key countries through comprehensive operational audits, calibration sessions, and client reviews to drive continuous service enhancements.
- Delivered multi-channel technical and operational support utilizing ServiceNow ticketing frameworks, email, chat, and telephony to optimize complex issue resolution for global end-users.
- Proactively addressed backlog and aged ticketing queues to minimize SLA breaches in strict alignment with ITIL best practices, leading to exponentially enhanced user resolution times and drastically reduced system downtime.
- Led a high-impact First Contact Resolution (FCR) operational improvement initiative utilizing Lean Six Sigma Yellow Belt statistical methodologies, resulting in a substantial, quantifiable increase in regional FCR scores over a nine-month evaluation period.
- Maintained precise call logs and managed queue distribution algorithms while conducting targeted coaching sessions to improve cross-functional analyst performance.
- Documented service desk interactions, system root-cause resolutions, and escalation procedures to sustain a centralized knowledge base for operational continuity.
Customer Delight Executive
Globiva Services Private LTD
Kolkata
07.2021 - 01.2022
- Delivered prompt, professional responses to complex customer inquiries via multi-channel communications, ensuring optimal levels of client satisfaction and retention.
- Coordinated order placements, tracked logistical shipments, and processed product returns and exchanges to ensure smooth customer transactions.
- Applied corporate policies and compliance standards during client interactions to maintain high service quality and protect customer privacy.
Customer Service Executive
Kochartech Private LTD
Kolkata
01.2021 - 07.2021
- Managed customer accounts, updated critical information, processed secure payments, resolved billing disputes and technical issues.
- Collaborated with cross-functional team to streamline service workflows, achieving individual and team KPIs for resolution timeframes.
- Assisted customers with inquiries and resolved issues effectively.
- Coordinated communication between departments to enhance service delivery.
Education
Bachelors - English
Netaji Subhas Open University
Kolkata01-2024
Higher Secondary - Arts with Economics
Bandel ST John's High School
West Bengal01-2020
Secondary Education -
Bandel ST John's High School
West Bengal01-2018
Skills
- Core Infrastructure & Endpoint Telemetry: Active Directory (AD), Microsoft Exchange Admin, Microsoft Intune, Tanium Platform (Application & Patch Deployment), Citrix Director, Virtual Desktop Infrastructure (VDI) Diagnostics, Remote Desktop Support
- IT Service Management (ITSM): ITIL Best Practices, ServiceNow, Incident & Problem Management, Major Incident Management (MIM), SLA Enforcement, Outage Protocol Coordination, Ticket Backlog Optimization
- Process Engineering & Operations: Quality Assurance Auditing, Identity and Access Management (IAM), Compliance & Regulatory Standards, Lean Six Sigma Methodologies, Hardware Lifecycle Management, Vendor Coordination
- Communication & Leadership: Bilingual Proficiency (English - Advanced High, Hindi - Native, Bengali - Native), Client Relationship Management, Cross-Functional Technical Leadership, Root Cause Analysis Documentation
Websites
Languages
- Hindi
- English
- Bengali, Superior/Native
- Hindi, Superior/Native
- English, Advanced High
Languages
English
Advanced (C1)
C1
Hindi
Proficient (C2)
C2
Bengali
Native
Native
Certification
- Lean Six Sigma Yellow Belt
- Lean Six Sigma White Belt
- BEST Quality Training Certification
Timeline
Senior Associate - Infrastructure
Coforge Ltd
11.2025 - Current
Quality Assurance Analyst & Service Desk Support
Teleperformance Global Business Private LTD
01.2022 - 11.2025
Customer Delight Executive
Globiva Services Private LTD
07.2021 - 01.2022
Customer Service Executive
Kochartech Private LTD
01.2021 - 07.2021
Bachelors - English
Netaji Subhas Open University
Higher Secondary - Arts with Economics
Bandel ST John's High School
Secondary Education -
Bandel ST John's High School