Summary
Overview
Work History
Education
Skills
Certification
Software
HOBBIES
Additional Information
Timeline
Generic
MANDIRA DUTTA

MANDIRA DUTTA

IT ASSOCIATE
Kolkata

Summary

➢ A focused IT Associate professional with more than 3.5 years of experience in banking industry. With proficient analytical and logical troubleshooting skills as well as knowledge in SIT and UAT Testing domain, I am currently seeking a Deputy manager position where I am also updated with the current banking protocols.

➢ I have hands on experience in applications like FIS Software and Oracle Flex cube.

➢ I have exposure in general banking techniques (Liabilities domain) in the recent IT Transformation of new CBS Oracle Flex cube.

➢ I have knowledge in tools like Service Now, Service Desk Manage Engine Plus and CRM next.

➢ I have worked in applications like, VNC (Virtual network computing), Cisco Finesse, Cisco Jabber.

Overview

4
4
years of professional experience
5
5
Certifications
3
3
Languages

Work History

IT Associate- Deputy Manager

Bandhan Bank Head Office
09.2022 - Current
  • User acceptance testing or end use testing to ensure software can handle real world tasks and perform up to development specifications.
  • Understanding the issues in the field level and finding the operational gap from the branch end users and resolving the same over phone calls and mails.
  • Managing tickets where there can be a potential SLA breach adhering to the deliverable policies related to Financial SLA's.
  • Coordinating and collaborating with incident management team members to identify and escalate issues, resulting in increased efficiency and satisfaction from the branch users.
  • Ensuring and Managing that assigned tickets and task are completed within targets set.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Managing Incident and Request using ticketing tool such as Service Now (Manage Engine Service Desk Plus).
  • Troubleshooting issues working from frontend and giving access to the branch users all over PAN India.
  • Diagnosed and troubleshot hardware, software and network issues.

Assistant Manager

HDFC Bank
07.2020 - 08.2022
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Developed strategy to increase sales and drive profits.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.

Education

Bachelors of Technology - Civil Engineering

Netaji Subhash Engineering College
04.2001 -

Skills

    IT Application Production Support

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Certification

[Introduction to Generative AI], [Google Cloud] - [2024]

Software

FIS Profile Software

Oracle Flexcube

Microsoft Power Bi Desktop

Manage Engine Service Desk Plus-Service Now

Postgre SQL

HOBBIES

  • Travelling
  • Binge watching Web series and movies
  • Music
  • Eager to learn new things
  • Working out

Additional Information

Currently I am pursuing the “Data Analyst/Business Analyst Certification Course” from ExcelR Institution, where I already have hands on experience in Excel and Advanced Excel, Power Bi and in further upcoming days I will have detailed knowledge on SQL, Python, R language, Tableau alongside I will be doing industry-based projects based on these tools.

Timeline

IT Associate- Deputy Manager

Bandhan Bank Head Office
09.2022 - Current

Assistant Manager

HDFC Bank
07.2020 - 08.2022

Bachelors of Technology - Civil Engineering

Netaji Subhash Engineering College
04.2001 -

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