Joy Das
Hyderabad
Summary
Dynamic Environment Analyst with proven expertise at Rimini Street in ERP troubleshooting and incident management. Adept at leading teams and enhancing service delivery through effective communication and performance analysis. Skilled in case review reporting and vendor management, ensuring high-priority incidents are resolved efficiently.
Overview
12
12
years of professional experience
Work History
Environment Analyst
Rimini Street
12.2021 - Current
- Involving application troubleshooting and handling the incidents of ERP based Platform like EBS, Oracle, SAP, PSFT.
- Handling the escalation and scheduling proper prioritization call on a weekly basis.
- Scheduling a biweekly call for case reviews of High priority incidents and maintaining monthly reports.
Incident Manager
Accenture
Hyderabad
12.2017 - 12.2021
- Incident managers own the Major Incident operations end to end.
- Prioritize and assign all Incidents, Service Requests, Changes, and Problems assigned to the team’s Service Now queue to the folks on the shift and ensure timely addressal as per the priority.
- Experience in running the Microsoft across all Organization.
- Familiar with Service / Performance Management and Dashboard solutions.
- Handling a team size of 20 people and performing the quality audits to check the parameters met by the folks.
Customer Service Associate
Amazon Development Centre
Hyderabad
11.2016 - 11.2017
- Taking calls and attending meetings with Stake Holders to understand customer's requirement and delivering the same.
- Customer Service Associate on digital devices on Kindle And Alexa for USA and Canada
IT Technical Support Executive
WIPRO INFOTECH
07.2015 - 10.2016
- Involved in providing remote IT support to the people (customers, partners, and internal Users) of various fields and varying degree of technical knowledge from various geographical areas across the globe.
- Resolving the escalated issues within SLA period.
IT Technical Helpdesk Executive
SYSNET GLOBAL TECHNOLOGIES
09.2014 - 07.2015
- Familiar with Lotus Notes and its applications.
- Troubleshooting of hardware, OS and Application issues in Desktop, Laptop, air cards, VPN account, wireless and internet issues.
- Onsite co-ordination and customer interfacing.
- Providing Remote Support to UBI Pan India.
Education
B. Tech - Mechanical
Asansol Engineering College
01-2012
HS -
Zinc Smelter School
Vizag01-2008
X -
DPS
Vizag01-2006
Skills
- Incident Management
- Change Management
- Problem Management
- Service Desk
- SLA/SOW
- Team Management
- Interpersonal communication
- Writing skills
- Speaking skills
- Customer escalations
- Vendor management
- Business Continuity Management
- ERP troubleshooting
- Case review reporting
- Microsoft Office Suite
- Customer relationship management
- Performance analysis
- Team leadership
Accomplishments
- Handled application and configuration related to Alexa and Kindle Devices
- Experienced in Server Support and Active Directory related queries
- Worked for applications like Citrix and various application tools for manufacturing units
- Experienced in Ticketing tools like Service Now and my Connect
- Maintained all admin and application credentials from security server vault
- Maintained the archive SharePoint site by updating the Archive location
Career Span
Rimini Street, Environment Analyst, 12/27/21, Present, Application troubleshooting and handling incidents of ERP based Platform like EBS, Oracle, SAP, PSFT, Handling escalation and scheduling proper prioritization calls on a weekly basis, Scheduling biweekly calls for case reviews of high priority incidents and maintaining monthly reports, Accenture, Incident Manager, 12/01/17, 12/01/21, Owned the Major Incident operations end to end, Prioritized and assigned all Incidents, Service Requests, Changes, and Problems, Experience in running Microsoft across all organizations, Handled a team size of 20 people and performed quality audits, Amazon Development Centre, Customer Service Associate, 11/01/16, 11/01/17, Took calls and attended meetings with stakeholders to understand customer requirements, Delivered solutions based on customer needs, WIPRO INFOTECH, IT Technical Support Executive, 07/01/15, 10/01/16, Provided remote IT support to customers, partners, and internal users, Resolved escalated issues within SLA period, SYSNET GLOBAL TECHNOLOGIES, IT Technical Helpdesk Executive, 09/01/14, 07/15/15, Troubleshot hardware, OS, and application issues, Provided remote support to UBI Pan India
Technical Aspects
- Troubleshooting problems pertaining to performance tuning network administration
- Remotely diagnosing, troubleshooting IT solutions of remote computers
- Understanding of Security & Quality standards
Corresponding Address
Diamond A 211, MPR Urban city, Patancheru, Hyderabad, Telangana, 502300
Languages
- Hindi
- Bengali
- Telugu
- English
Extracurricular Activities
Playing tennis and badminton Participation of anchoring in social functions and internal events
Hobbies and Interests
- Playing tennis and badminton
- Playing computer games like counter strike
- Listening to music
Projects
United Bank of India Core Banking Project, Kolkata, Remote Technical Support Engineer
Training
- Industrial-Plant training, NTPC (NATIONAL THERMAL POWER CORPORATION), Farakka, 07/01/10
- Workshop on Robotics, THINK LABS, Date not specified
- Vocational training, SHYAM STEEL INDUSTRIES, RANIGANJ, Date not specified
Weaknesses
- Music
- Games
Personal Information
- Father's Name: Mr. Shyamal Chandra Das
- Date of Birth: 09/23/90
- Gender: Male
- Marital Status: Married
Timeline
Environment Analyst
Rimini Street
12.2021 - Current
Incident Manager
Accenture
12.2017 - 12.2021
Customer Service Associate
Amazon Development Centre
11.2016 - 11.2017
IT Technical Support Executive
WIPRO INFOTECH
07.2015 - 10.2016
IT Technical Helpdesk Executive
SYSNET GLOBAL TECHNOLOGIES
09.2014 - 07.2015
B. Tech - Mechanical
Asansol Engineering College
HS -
Zinc Smelter School
X -
DPS