Mausum Mrinmay Sharma
IT Analyst(Support)
Pune,Maharashtra
Summary
Project Lead with 11.3 years of experience coordinating complex programs and supervising teams to attain business goals. Directs employees, mitigates project risks, solves standard and non-standard problems and reports to senior management. Demonstrates leadership, influencing and negotiating skills.
Talented in coordinating internal resources for the flawless execution of detailed projects. Adept in monitoring performance by utilizing appropriate tools and techniques.
Overview
13
13
years of professional experience
9
9
years of post-secondary education
5
5
Certifications
5
5
Languages
Work History
Project Lead
Tata Consultancy Services
12.2021 - Current
- Leading a team of 10 members for 2 different projects
- Using various project management strategies to ensure the smooth running of the project assigned to me.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Produced quality standards, checklists, report templates, and processes.
- Partnered with project team members to identify and quickly address problems.
- Met with manager weekly to provide detailed project report and milestone updates.
- Recruited, hired and supervised resources to staff project team.
- Developed and trained junior team members by leveraging industry experience to achieve optimal project strategy.
- Updated customers and senior leaders on progress and roadblocks.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Facilitated workshops to collect project requirements and user feedback.
System Analyst
Tata Consultancy Services
06.2017 - 12.2021
- Supporting issue related to the Microsoft Dynamics 365 and supporting the end users over Chat, Email and team’s call
- Working as a Tier 3 resource to provide technical support for various Dynamics 365 Finance and Operations issues
- Working as a functional consultant by performing end to end smoke testing for a newly deployed modules.
- Serving as a point of contact for Business users, Product Team and third-party vendor in handling critical issues as an when necessary
- Conducting of End user trainings and preparation of KB Articles
- Providing training support to the Tier 1 and Tier 2 resources post deployment of new modules
- Troubleshooting and diagnosing issues on the compass F&O platform and provide resolution to the customers as a part of the Product support and product version upgrade issues handling.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained up-to-date knowledge of product and service changes.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Cross-trained and backed up other customer service managers.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
System Engineer
Tata Consultancy Services
06.2015 - 06.2017
- MS SharePoint Administrator: Share data with users, providing access to the Microsoft SharePoint site, Customising the SharePoint website as per the user requests
- InfoPath Form Development and Deployment, SharePoint Administration, Documentation Skills, SharePoint Site Hosting
- Have designed a customised document repository in SharePoint for my team where they can store the Knowledge Base articles into a common platform and get easy access whenever they need them.
Support Advisor
Concentrix Ltd.
12.2012 - 06.2015
- Providing technical support to customers who are using virgin media Phone and Set Top Boxes, Internet as well as supporting the customers with Activation of a new self-install connection
- Selling/Upselling of Virgin Media assets to customers in the United Kingdom.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Technical Support Associate
Convergys India Services Pvt. Ltd.
08.2012 - 11.2012
- Providing technical support to customers using Windows 8 and 8.1 in the APAC and AMER and EMEA region around the globe
- Support includes installation and configuring according to the user requests.
- Patched software and installed new versions to eliminate security problems and protect data.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
Management Trainee
Corporate Ispat Alloys Ltd.
11.2010 - 05.2011
- Acquisition of Mining assets on behalf of Corporate Ispat Alloys Ltd
- Nagpur, from India and Abroad (Coal, Manganese, Iron Ore & Limestone)
- Getting in touch with the various govt officials and make arrangement to acquire mineral rich asset mostly in India, African Nations and Alaska.
- Prioritized roadmap in order to achieve product goals and metrics.
Education
MBA - Marketing/Systems
EIILM Kolkata
Kolkata 04.2001 - 01.2010
B.C.A. - Computer Application
Birla Institute of Technology, Meshra
Mesra07.2008
Higher Secondary - Science Education
B.S.F. Senior Secondary School, Shillong(C.B.S.E.)
Shillong06.2004
High School -
Sainik School, Goalpara Assam
Goalpara06.2002
Skills
Client Communications
Interests
Playing Video Games (PSP and PC)
Story Writing Proud author of a psychological thriller book “Geeta: A life with No Existence” and “Alena: The King of my Teenage Heart” both titles available on Amazon
Photography
Associated with various social projects like Robin Hood Army and NCC
Learnings And Certification
- Microsoft Dynamics 365: Core Finance and Operations: MB-300, 824/900
- Microsoft Dynamics 365 Finance Functional Consultant MB-310, 800/900
- ITIL foundation, TCS internal certification programme
- Certification Program for IT - Project Managers, TCS internal certification programme
- Agile Way of Working Foundation Program, TCS internal certification programme
Awards And Works
- Received a personalised feedback from the client. "We thought Mausum was the final point of contact. we were not aware that you had a development team who would fix complicated issue. He would always fix our issues in the first attempt."
- Winner of On the Spot Award nominated by Project Manager on 07/19/2017 in TCS.
- Winner of Service and Commitment Award by TCS for completion of 3 years in TCS.
- Winner of Best Quarterly Performer Award by the Enterprise Service Lead from TCS.
- Winner of Best Team Award for achieving 96% CSI for the 3rd Quarter.
- Winner of Star Team Award for increasing the CSI from 96% to 98% CSI during the period of January 2021 and December 2021.
Certification Projects Internship
- Created a personalised SharePoint website for my team and regularly customising it in order to make it user friendly. This site has been created to store the KB articles and assist the team members at the time of troubleshooting issues received by the team.(2018 to 2022)
- Summer Training in Flying Cats & Global Retail School (Bharti Resources) Kolkata in May – June 2009.(In this we went divided into a group of 2 trainees and then visited various colleges across Kolkata and convince students to join their Bachelor of Avaition and Bachelor of Retail Management courses.)
- Restaurant Management System” final year graduation project (In this we created a software for a Restaurant (Octane Lounge cum Bar). Starting from the Customers, the Employees, the Supplies, the permanent customers, and the Attendances of each employee in other words the general running of a Restaurant cum Lounge). Front End: Visual Basic 6. Back End: MS Access.
- Library Manager” Software testing certification project (Certified Associate in Software Testing-CAST) (in this we performed manual testing of the software “Library manager”. The software was divided into different modules and each of us had to perform various tests on the software.) Back end: M.S. Excel.
Personal Information
- Father's Name: Dr. Mrinmoy Kumar Sarma
- Date of Birth: 04/18/86
- Gender: Male
- Marital Status: Married
Accomplishments
Winner of On the Spot Award nominated by Project Manager on 19th July 2017 in TCS.
Winner of Service and Commitment Award by TCS for completion of 3 years in TCS.
Winner of Best Quarterly Performer Award by the Enterprise Service Lead from TCS.
Winner of Best Team Award for achieving 96% CSI for the 3rd Quarter.
Winner of Star Team Award for increasing the CSI from 96% to 98% CSI during the period of January 2021 and December 2021.
Certification
Certified Microsoft Dynamics 365: Core Finance and Operations, [MB300]
Disclaimer
I hereby declare that the above credentials are true to the best of my knowledge.
Work Availability
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Quote
The price of inaction is far greater than the cost of a mistake
Meg Whitman
Timeline
Certified Microsoft Dynamics 365 Finance Functional Consultant, [MB310]
03-2023
Certified Microsoft Dynamics 365: Core Finance and Operations, [MB300]
02-2022
Project Lead
Tata Consultancy Services
12.2021 - Current
Certified [ Agile Way of Working Foundation Program. - TCS internal certification program.
11-2019
Certification Program for IT - Project Managers. TCS internal certification program.
07-2019
Certified I.T.I.L., [TCS Internal Certificaiton]
03-2018
System Analyst
Tata Consultancy Services
06.2017 - 12.2021
System Engineer
Tata Consultancy Services
06.2015 - 06.2017
Support Advisor
Concentrix Ltd.
12.2012 - 06.2015
Technical Support Associate
Convergys India Services Pvt. Ltd.
08.2012 - 11.2012
Management Trainee
Corporate Ispat Alloys Ltd.
11.2010 - 05.2011
MBA - Marketing/Systems
EIILM Kolkata
04.2001 - 01.2010
B.C.A. - Computer Application
Birla Institute of Technology, Meshra
Higher Secondary - Science Education
B.S.F. Senior Secondary School, Shillong(C.B.S.E.)
High School -
Sainik School, Goalpara Assam
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