Baishnabi Patra
Project Coordinator
Mumbai
Summary
Dynamic Project Coordinator and Service Desk Executive with a proven track record at Syndrome Technology Pvt. Ltd., adept in stakeholder relationship management and utilizing ticketing tools like Microsoft CRM Dynamics 365. Excelled in reducing cost variances by 15% and enhancing service response times, demonstrating exceptional problem-solving aptitude and adaptability.
Overview
2
2
years of professional experience
2
2
Languages
Work History
Project Coordinator
Syndrome Technology Pvt. Ltd.
01.2023 - 06.2024
- Allocated project resources and tracked progress, resulting in 100% adherence to project timelines.
- Assisted in budget planning and scope statement development for 5+ major projects, contributing to a 15% reduction in cost variances.
- Scheduled bi-weekly stakeholder meetings, documented key updates, and shared detailed reports, enhancing project visibility by 25%.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
- Streamlined procurement processes for project resources, cutting down on delays and fostering smoother project execution.
Service Desk Executive
Syndrome Technology Pvt. Ltd.
11.2023 - 01.2024
- Handled 300+ tickets per month via Microsoft CRM Dynamics 365, achieving 100% adherence to 15-minute response SLA.
- Monitored and refreshed support stock monthly; optimized support stock availability by 15% by coordinating with the purchase and logistics teams.
- Performed initial troubleshooting for network devices (routers, switches) and escalated complex issues to appropriate engineers.
- Generated 20+ monthly RMA and TAC cases via OEM portals, ensuring a 90% timely resolution rate and reducing SLA breaches by 10%.
- Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.
Service Desk Executive
WAISL Pvt. Ltd.
10.2022 - 04.2023
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Managed high-priority (P1, P2) and routine (P3, P4) tickets, achieving a 95% compliance rate with ticket SLAs.
- Analyzed ticket flows weekly and provided insights to enhance service response times by 20%.
- Configured MS Outlook accounts, resolved email and printer issues, and conducted password resets, leading to a 30% reduction in repeated support requests.
- Published daily performance reports, tracking over 200 issues monthly and improving client communication.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Streamlined service desk operations for increased productivity through effective task prioritization and time management.
Education
Bachelor in Technology - Instrumentation And Electronics Engineering
College of Engineering And Technology, Bhubaneswar
Odisha 04.2001 -
Diploma - Electrical Engineering
Vikash Polytechnic Technic, Bargarh
Odisha 04.2001 -
Skills
Ticketing Tools: BMC Remedy, Ifix, Microsoft CRM Dynamics 365
Core Skills
Negotiations
Stakeholder relationship management
Meeting facilitation
Specification detailing
Problem-solving aptitude
Adaptability
Ticket Management & SLA Adherence
Resource Coordination & Project Documentation
First-level Troubleshooting & Issue Resolution
Customer Service Excellence & Multi-Tasking
Timeline
Service Desk Executive
Syndrome Technology Pvt. Ltd.
11.2023 - 01.2024
Project Coordinator
Syndrome Technology Pvt. Ltd.
01.2023 - 06.2024
Service Desk Executive
WAISL Pvt. Ltd.
10.2022 - 04.2023
Bachelor in Technology - Instrumentation And Electronics Engineering
College of Engineering And Technology, Bhubaneswar
04.2001 -
Diploma - Electrical Engineering
Vikash Polytechnic Technic, Bargarh
04.2001 -