BISWARANJAN DAS
Deputy Manager
New Delhi
Summary
To make a sound position in corporate world and work enthusiastically in team to achieve goal of the organization with 15+ years strong experience across varied teams in the BPS industry focused on bringing forth knowledge and skills, which include an in- depth understanding of business process operation, automation tools, technologies. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
20
20
years of professional experience
Work History
Deputy Manager
HCL Technologies
03.2022 - Current
- Working as a PMO for RPA intelligent automation and Transformation solutions
- Managing PowerPlatform application planning, Project documentation on technical specs, migration and presentation planning along with junior developers
- Have completed two projects and an upgrade project in progress
- One power apps model driven app for resource management and demand fulfilment
- The other project that I have created is a PowerApps Application form with SharePoint for PreSales Data Entry and Power BI dashboard/reporting for all deals
- Next PowerApps upgradation project is in progress
- Preparing and organizing regular deals reports/analytics using Power Platform/Dashboards/PPTs for senior leadership and management
- Regular update of the Staff Augmentation deals tracker and sharing the same with management
- Creating detailed data insights, program reports and presentations for the leadership
- Ensuring consistent implementation of innovation methodology, tools, and reporting at country, regional & global level
- Facilitate communications between project teams, delivery management and stakeholders
- Facilitate internal functions in creation of business case for new solutions development
- Effectively managing multiple tasks and stakeholders of all levels by prioritizing urgency and importance
- Identify automation opportunities within the Practice to reduce time spent on and speed the delivery of the end product to the Client.
Assistant Manager
Wipro Ltd
08.2019 - 03.2022
- Capacity planning and forecasting for all new business deals signed under consumer financial accounts along with planning/forecasting for 1800 current headcount
- Coordination with transition team for new business deal and understanding and planning the new hire requirements for smooth transition
- Co-ordinating with Operations Heads, HR, TA and Finance Team for hiring requisition validation and position creation
- Headcount planning, validation, managing BBI reporting for all Financial accounts to identify revenue leakage
- Preparing and organizing regular reports/dashboards/PPTs for SDA/Ops management/LOB heads
- Managing Requisitions, validating and publishing all internal employee movements and external hiring
- Actively participating in team engagement and improvement opportunities within the team.
Sr Executive
Wipro Ltd
06.2017 - 07.2019
- Managing support queue for Microsoft Dynamics CRM, RAVE CRM and responding to customer queries in
- MS Solve
- Managing duties on floor and assigning cases on real-time basis to keep the engineers engaged
- Attending triage calls on Office 365, MS Exchange and MS Azure to upgrade technical skills about
- Microsoft Products and Processes.
- Actively participating in team engagement and people management activities to make sure everybody is having something to work on
- Recognized and awarded as best in support role for Microsoft client across Wipro locations.
Senior Executive
Wipro Ltd, Vodafone Apollo Project
12.2015 - 06.2017
- Worked with Pre-sales & solutions team for an analytics powered Next Gen Customer Experience (NGCE) platform, servicing pursuits across verticals
- Program managed the project delivery & application support team
- NGCE Application support, management (BMC Remedy Incident Management, Application Testing and
- Release / Deployment Management, Change management)
- Analyzing RFPs, SRS (Software Requirement Specification) Design document and discussing/coordinating with other teams for impact analysis for change and deployment management
- Proactive monitoring and Analysis of Application and DB servers (NGCE & IVR) for Disk Space, Memory
- DB tables and Processes using MySQL
- Preparing and managing on demand, weekly and monthly report of BPO team scores, FCR Report, IVR call report and KEDB (Known Error DataBase)
- Reporting bi-hourly NGCE application, IVR and DB status.
Senior Associate
Wipro Ltd
11.2014 - 12.2015
- Calling/following up Customers to fix technical issues with HP Printers and upselling warranty and printer parts
- Hardcore technical troubleshooting on phone for HP printer issues (Wired/Wireless/USB) both in
- Windows and Mac OS
- Taking escalation calls for dis-satisfied customers
- Attending client conference calls for discussing unresolved issues and sharing updates.
Senior Associate (Content Writer)
Wipro Ltd
10.2010 - 10.2014
- Creating, Editing and updating technical contents (Printers/Desktops/Laptops) using the online authoring tools (CMS) and keeping the HP Internal Knowledgebase up to date
- Mentoring and providing support to agents on floor
- Assisting the agents in finding troubleshooting information and providing technical support to agents as and when required on the work floor
- Attending client conference calls for discussing about new documents on unresolved issues and sharing updates with team
- Recognized for significant contribution to the HP Ops delivery in mentoring and support tool development (Diagnostic tool).
Associate
Wipro Ltd
12.2008 - 10.2010
- Handling technical chats to support HP customers to fix technical issues with HP printers (Wired/Wireless/USB) in Windows and Mac OS
- Documenting/updating case details as per the guidelines and sending follow-up mails to customers
- Sharing/discussing unresolved issues with Team lead for appropriate resolutions.
Support and IT
Yarnz Exports Pvt. Ltd
04.2003 - 12.2008
- Planning, installing, managing and upgrading hardware/software and networking related products (Windows Server 2003, Win 7 and Win 8)
- Planning, designing, uploading and managing Website data (ASP, PHP, HTML, Flash CS3 and
- Photoshop CS3)
- Domain management, e-mail administration, installing, troubleshooting and support to all e-mail clients for end-users
- Database designing and maintenance with SQL Server or MS Access.
Education
MBA - IT
Amity University
GNIIT - Systems
NIIT University
B. Sc. - undefined
Utkal University
Trained and assessed on RPA Automation Anywhere and Power BI. Internal Training/assessment on WFM Basics, Scheduling and Forecasting Microsoft Certified Professional (MCP) in: Windows Server 2003 (MCP ID - 3369326) & Office 365 (MCP ID - 15623744). Trained on Windows Server, AWS Cloud, My SQL and MAC OS ITIL Foundation Training and Assessment – - undefined
Skills
PMO, Project Management, Power Platform, Power BI, Analytics, RPA Solutionig
Timeline
Deputy Manager
HCL Technologies
03.2022 - Current
Assistant Manager
Wipro Ltd
08.2019 - 03.2022
Sr Executive
Wipro Ltd
06.2017 - 07.2019
Senior Executive
Wipro Ltd, Vodafone Apollo Project
12.2015 - 06.2017
Senior Associate
Wipro Ltd
11.2014 - 12.2015
Senior Associate (Content Writer)
Wipro Ltd
10.2010 - 10.2014
Associate
Wipro Ltd
12.2008 - 10.2010
Support and IT
Yarnz Exports Pvt. Ltd
04.2003 - 12.2008
MBA - IT
Amity University
GNIIT - Systems
NIIT University
B. Sc. - undefined
Utkal University
Trained and assessed on RPA Automation Anywhere and Power BI. Internal Training/assessment on WFM Basics, Scheduling and Forecasting Microsoft Certified Professional (MCP) in: Windows Server 2003 (MCP ID - 3369326) & Office 365 (MCP ID - 15623744). Trained on Windows Server, AWS Cloud, My SQL and MAC OS ITIL Foundation Training and Assessment – - undefined
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