DEBAJYOTI DATTA
Service Delivery & Project Management
Ghaziabad
Summary
Seeking challenging assignments for Project Management on IT Infrastructure Deployment & Development, Business Continuity Planning and Service Delivery with a Technology-driven Organization of repute to effectively leverage my industry experience and enhance my functional knowledge ever more. PROFESSIONAL SYNOPSIS 32+years of rich, diverse and insightful Industry experience as a Techno-Commercial professional in Project Management, IT Infrastructure Management, Network Management, Technical Support, System Administration, Pre & Post-sales Support and IT Consultancy Services. Positive Attitude, Loyalty, Sincerity, Team Building and Hard work coupled with the will and an aptitude to learn and adapt. Team Leadership with hands-on exposure in handling end to end implementation of IT Projects and Operations. Responsible for high level of customer satisfaction thru effective account management. Comprehensive understanding of networking and server concepts pertaining to LAN, WAN, Wireless, Security, IT Communication, WAN protocols, Networking devices administration and maintenance. Significant insight to all phases of networking projects – Requirement Analysis, Network design, Product selection and Evaluation, Technical and commercial negotiations, Implementation and Management. An effective communicator with relationship management skills and ability to relate to people of any level of business and management. Significant experience in working with steering committees and other project managers. Presently leading a team of 100+ skilled technocrats PAN India.
Performance-driven Vice President with [Number] years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment. Veteran [Job Title] with top-level skills in [Skill]. Likeable personality and customer-focused background coupled with expertise in [Area of expertise]. Ready to tackle new challenges and build success with exciting organization.
Overview
36
36
years of professional experience
2
2
years of post-secondary education
5
5
Certifications
Work History
Associate Vice President - Service Delivery
Presto Infosolutions Pvt Ltd
New Delhi
2017.04 - Current
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
- Maximized productivity by supervising, mentoring and scheduling team of 200+ customer support personnel to meet organizational and operational objectives.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Led and executed customer support team strategy to reach company support goals.
- Generated status and performance reports to facilitate continuous improvement.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Completed complex project management tasks on time and under budget to meet department goals.
- Planned, designed and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
General Manager - Support Operations
Presto Infosolutions Pvt Ltd
New Delhi
2011.04 - 2017.03
- CAPEX-OPEX Model)
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Generated status and performance reports to facilitate continuous improvement.
- Liaised with marketing team to define customer outreach strategy to optimize customer engagement.
- Conducted progress and development meetings with support staff to enforce updates to company goals and policies.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
General Manager (Projects)
Presto Infosolutions Pvt Ltd
New Delhi
2007.08 - 2011.03
- Met project deadlines without sacrificing build quality or workplace safety.
- Developed and initiated projects, managed costs and monitored performance.
- Accelerated progress by continually reviewing performance, budgets and project timelines.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Modified and directed project plans to meet organizational needs.
- Drove team success through shared vision and recognition of quality performance.
Deputy General Manager
Amtrak Technologies Pvt Ltd
New Delhi
2001.04 - 2007.07
- Increased profit by streamlining operations.
- Spearheaded department training to enhance employee performance and boost employee productivity.
Manager - Customer Support
Amtrak Technologies Pvt Ltd
New Delhi
2001.04 - 2007.07
- Onboarded new employees with training and new hire documentation.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Cross-trained existing employees to maximize team agility and performance.
Manager - Customer Support
Hitex Network Systems Ltd
New Delhi
1996.03 - 1998.07
- Spearheading Video, Data and, - Project Management, Implementation, Operations and Support Services
- Responsible for Design, Implementation and Management of various LAN/WAN/CAN/SWAN projects
- Team building
Customer Service Manager
Standards Media (India) Pvt Ltd
New Delhi
1993.04 - 1996.03
- Heading a team of dedicated engineers of the Customer Support team
- Facilities Management
- Pre-Sales Support
- Customer & OEM Relationship, A solution provider in Data and IT solutions
- System Integrators for COMPAQ
- Authorised Service Center for COMPAQ.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Accomplished multiple tasks within established timeframes.
- Took ownership of customer issues and followed problems through to resolution.
- Generated customer satisfaction surveys to analyze results into action plans.
Area Executive (East)
Standards Media (India) Pvt Ltd
Kolkata
1990.06 - 1993.03
- Sales & L1 post-sales support
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Increased customer satisfaction by resolving issues.
- Participated in team-building activities to enhance working relationships.
Education
Bachelor of Science - Commerce
University of Kolkata
Kolkata 1984.06 - 1986.05
Skills
Functional expertise in Deployment and Management of IT infrastructure, Applications, Servers, Desktops, Operating Systems, Peripherals & Networks for large and medium sized enterprises with diversified experience in Project Management, Network Management, Technical Support, Escalation Management, Issue Resolutions, Customer Support.undefined
Accomplishments
- Certifications : IPv6 Forum Certified Engineer (Silver)
Certification
Educational Qualification : Graduate (BCom), University of Calcutta
Timeline
Associate Vice President - Service Delivery
Presto Infosolutions Pvt Ltd
2017.04 - Current
General Manager - Support Operations
Presto Infosolutions Pvt Ltd
2011.04 - 2017.03
General Manager (Projects)
Presto Infosolutions Pvt Ltd
2007.08 - 2011.03
Deputy General Manager
Amtrak Technologies Pvt Ltd
2001.04 - 2007.07
Manager - Customer Support
Amtrak Technologies Pvt Ltd
2001.04 - 2007.07
Manager - Customer Support
Hitex Network Systems Ltd
1996.03 - 1998.07
Customer Service Manager
Standards Media (India) Pvt Ltd
1993.04 - 1996.03
Area Executive (East)
Standards Media (India) Pvt Ltd
1990.06 - 1993.03
Bachelor of Science - Commerce
University of Kolkata
1984.06 - 1986.05
Educational Qualification : Graduate (BCom), University of Calcutta
Professional, Polycom Certified RPX/TPX/OTX Implementer
Certified Ethical Hacker v4.0 (Expired)
SANRAD Certified Virtual Switch Analyzer
HP Certified Cluster Installer
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