Diganta Mukherjee

• Monitored and distributed workloads by assigning tasks efficiently
• Facilitated knowledge transfer to onboard new team members
• Prepared SOP for common and recurring issues to streamline processes
• Conducted daily queue monitoring and scheduled application checks
• Reported project progress to stakeholders regularly
• Developed comprehensive knowledge base for reference
• Preparation and revision Runbook for effective workflow management periodically
• Provided leadership and guidance to team
• Prepared and presented weekly reports to stakeholders
• Assisted new team members in organizing their work and tasks
• Identified and evaluated CSI ideas, discussing them with clients for approval
• Coordinated business continuity planning (BCP) activities
• Mentored new team members periodically to enhance their skills
• Conducted internal audits of completed requests and jobs to ensure quality
• Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.
• Evaluated employee performance regularly, providing constructive feedback and coaching for continuous improvement.
• Developed comprehensive training materials for onboarding new employees, resulting in increased team productivity.
• Optimized resource allocation by carefully analyzing staffing needs based on historical data and projected growth trends.
• Maintained close communication with clients throughout project life cycles for accurate progress reporting and prompt issue resolution.
• Managed team of technicians, ensuring optimal performance and customer satisfaction.
• Ensured compliance with industry best practices and regulatory requirements through regular audits and process reviews.
• Maintained high levels of customer satisfaction by consistently meeting or exceeding quality assurance metrics.
• Collaborated closely with other departments to address cross-functional issues, improving overall company operations.
• Fostered inclusive work environment that promoted collaboration, innovation, and mutual respect among team members.
• Provided timely assistance to end-users by effectively prioritizing and delegating service requests.
• Reduced ticket resolution time with thorough analysis and effective troubleshooting techniques.
• Championed continuous process improvement initiatives, leading to increased efficiency and effectiveness of service desk team.
• Contributed to develop of long-term IT strategies by providing valuable insights from a service desk perspective.
• Implemented proactive monitoring measures to identify potential issues before they became widespread problems.
• Established clear communication channels between the service desk team and other business units, facilitating seamless issue escalation and resolution processes.

• Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
• Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
• Assisted in training new team members on service desk procedures, tools, and best practices.
• Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
• Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
• Improved service desk efficiency by streamlining processes and implementing best practices.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
• Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
• Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
• Resolved common user concerns by utilizing preset issue resolution scripts.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Coordinated hardware replacements/upgrades when necessary for end-user devices.
• Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
• Provided after-hours support as needed to minimize business impact during downtime events.
• Proactively identified recurring issues and worked with relevant departments to implement solutions.
• Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance.
• Consistently met or exceeded key performance indicators related to service quality and response times.
• Conducted regular reviews of service desk metrics to identify areas for improvement and implement enhancements accordingly.
• Researched and identified solutions to technical problems.
• Created user accounts and assigned permissions.
• Generated reports to track performance and analyze trends.

• Managed analysis and implementation of new ideas to drive continual improvement for the project, resulting in a more streamlined customer experience
• Provided L2 support for various applications and addressed admin-related issues, ensuring smooth business operations
• Monitored and distributed workloads by efficiently assigning tasks, optimizing team productivity
• Conducted daily queue monitoring and scheduled checks on applications to proactively identify and resolve issues
• Assisted new team members in organizing their work, facilitating smoother integration and productivity
• Demonstrated expertise in functional Application Support, documentation, testing, and reporting, contributing to efficient project management
• Independently collaborated with onshore Stakeholders/Clients on a daily basis, showcasing strong coordination and multitasking abilities
• Applied troubleshooting skills to address and resolve technical issues, ensuring optimal system functionality
• Spearheaded the implementation of efficient customer-facing technologies, processes, and applications to enhance the overall customer experience.

Grade: Pass