Binayak Chowdhury

· Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process

· Point of contact for all Major Incidents

· Provide exceptional communication and transparency of planned activities and status to team members and other partners and stakeholders within the company

· To run the Priority 1 / Priority 2 process effectively, leading the Technical Teams/Support Groups through troubleshooting and customer communications

· Process Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes

· Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.

· Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements

· Represent the first stage of escalation for Incidents

· Manage incident management bridge calls with support teams, on-call support application teams and management

· Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected

· Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process

· Identify, initiate, schedule, and conduct incident reviews

· Interface with LOB leads and managers – work to develop strategic relationships with key partners outside of major incidents

· Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable

· Determines if an incident needs to be escalated according to priority and severity of the issue

· Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents

· Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements

· Involved in troubleshooting of Lenovo products including Laptops, desktops over the phone and remotely.

· Involved in taking remote access session of clients and troubleshoot user queries.

· Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system.

· Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible.

· Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements.

· Supports and maintains user account information including rights, security and systems groups.

· Document troubleshooting steps and service restoration details.

· Provide specialized investigation and diagnosis of all Incidents and Service Requests.

· Troubleshot Internet explorer and Outlook express issues.

· Verify resolution with end-users and resolve assigned Incidents.

· Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator.

· Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process.

· Creates incident related performance analysis and reporting for review by IT management.

· Develops process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed.

· Providing Level 1 & Level 2 support for the Users relating to Operating System and Network Issues.

· Installations of software and responsible for ensuring compliance with all software licensing.

· Deliver just-in-time support both at the Help Desk and across campus and respond to departmental technical emergencies to minimize data loss meet deadlines and support needs of users.

· Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows OS based end points (Laptops Desktops & Thin Clients) and Microsoft Office.

· Kept in constant touch with vendors to resolve problems as quickly and efficiently as possible.

· Installed and maintained Windows and desktop software, service packs, patches, and anti- virus updates.

· Worked with third party vendors to resolve issues with hardware or software covered by annual maintenance agreements.

· Identified protocol problems and strengths, collected data on customer experience to assist in development of training materials for end users.

· Trained with senior system engineers to enhance my personal technical skills as a Technical Support Engineer and learned internal process for escalating cases and approving or denying handovers to specific verticals.

· Participated in team meetings weekly, ask questions and provide input on case backlog, technical process, and new processes within the department.

· Involved in handling US inbound calls and supporting customers across North America & Canada.

· Diagnose and troubleshoot technical issues, including account setup and network configuration.

· Ask customers targeted questions to quickly understand the root of the problem.

· Troubleshoot, analyze, resolve, and document a variety of complex problems associated with application software, Web services and hardware.

· Build sustainable relationships and trust with customer accounts through open and interactive communication.

· Maintain and evaluate performance and security of enterprise systems and make recommendations for improvements/upgrades.

· Installing and configuring new equipment’s and software on the network and for customers.

· Track computer system issues through to resolution, within agreed time limits

· Updated management on a regular basis through reports and presentations and via email.

· Analyzing & developing key components using methodology prescribed techniques.

Properly escalate unresolved issues to appropriate internal teams.