Pankaj Buragohain

➢ Handling a team of 12 members.

➢ Working on the World Bank Group project.

➢ Working under the ITIL support process to manage and monitor SLAs.

➢ Led the Major Incident Management process, overseeing day-to-day operational responsibilities to ensure efficient incident resolution and minimal service impact.

➢ Interacted directly with service owners, service desk, and service partners to manage high-pressure situations and make sound decisions independently.

➢ Conducted post-mortem analysis and root cause analysis to identify areas for process improvement and implemented changes to prevent future incidents.
Developed and maintained incident management processes and procedures, ensuring compliance with the ITIL framework and organizational policies.

➢ Coordinated with cross-functional teams to communicate incident status, resolution, and impact to stakeholders.

➢ Flexibility to work within different shifts mostly Rotational works 24 x 7

➢ Responded to user/client escalations and effectively resolved issues by engaging in functional and management escalations as required.

➢ Managed requests and incidents on ITSM tool, ensuring timely and accurate resolution.

➢ Implemented changes, conducted thorough testing, and facilitated smooth handover to the customer.

➢ Managed incidents and infrastructure changes, prioritizing high-priority tasks and contributing to on-call support group.

➢ Worked as a support lead, following ITIL processes to streamline operations and enhance service delivery.
Collaborated with cross-functional teams to assess upcoming features, identify risks, and manage dependencies.

• Identify and diagnose issues and problems
• Troubleshooting VPN issues.
• Working on Citrix VDI.
• Troubleshooting for Citrix, Okta, and RSA applications.
• Resolving the issues of passcodes on RSA.
• Setting up MFA (multifactor authentication).
• Password reset on AD, and unlocking AD.
• Categorize and record reported queries, and provide solutions.
• Support problem identification.
• Advise users on the appropriate course of action. Monitor issues from start to resolution.
• Escalate, if needed, unresolved problems to a higher level of support.

• Manage the development of the servers, and implement new services and functionality.
• Maintain production by running software and hardware diagnostics regularly in a stipulated time period.
• Mailbox migration in Exchange Server.
• Installation of the exchange.
• Public folder migration, mailbox migration, and cutover migration in Exchange Server.
• CU (Cumulative Updates) for exchange.
• Keep a check on the software versions that are installed in the operating systems.
• Responsible for providing support for any queries that arise.
• Monitor each part of the operating system, such as checking the disk space at regular intervals and checking the software versions.
• Run the diagnostics on the services that are essential for a server to run.
• Manage file-sharing permissions to monitor mailbox quotas/space, and also to check where the email has stuck, and make sure that the email reaches its destination.
• Making sure that the incidents get resolved within the SLAs, and ensuring that the system goes through a scheduled patching process.

• Taking inbound and outbound calls to collect debt from U.S. customers.
• Dealing with AT&T customers to follow up on their accounts for debt collection.
• Providing payment plans and settlement offers to close the delayed accounts.
• Moving the negative accounts to the next level of debt collection.

• Sales and Marketing for IT products.
• Selling and distributing IT products to the clients.
• Product management.
• Marketing information management.

• Providing training to the Assam police employees.
• Conducting IT assessments, making reports on IT training, and assessments.
• Visiting police headquarters to conduct IT training programs.
• Working on the CCTNS project and software to provide hands-on training to the police officials.

• Taking inbound calls to resolve technical issues for U.S. customers.
• Troubleshooting for HP printers, scanners, and laptops.
• Transferring the calls to the relevant team.
• Following up on the tickets.
• Closing tickets after providing resolutions.