Paromita Bose
Bangalore
Summary
Skilled professional with 5+ years of experience in management and organizational assessments. Proven skill in transforming and revitalizing strategies using available systems and modern approaches. Detail-orientated Senior Analyst and Assistant Team Lead capable of making critical decisions, managing deadlines and conducting team reviews. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Analyst
KPMG Global Services
Bangalore
07.2021 - Current
- Analysis of operational improvements against KPIs to measure progress
- Contribute positively with all stakeholders with analysis and presenting the opportunity to Service Delivery Management
- Implementation of methodology, solutions and understanding the requirement from clients to ensure delivery objectives are met within
- Managing access privilege to business applications and enterprise infrastructure, using active directory service, amazon workspace service and Azure service
- Ensure the Incident Management process is conducted correctly and all the KPIs are met also, ensure the Incident Management process operates effectively and efficiently
- Be the owner of registered Incidents and Service Requests, ensure correct closure and evaluation of Incidents/Requests
- Managing escalations by involving Application vendors, Business representatives
- Relationship
- Facilitation of communication between Technical Groups & IT / Business Management, often at a senior level for quicker solution
- Leads the culture of continuous improvement by identifying projects and initiatives and obtaining customer or senior leadership engagement and then delivering
- Develop and implement change management strategies and plans that maximize employee adoption and usage and minimize resistance
- Analyse and assess the impact of change on employees, and develop plans to address any issues
- Create and deliver communications that inform, engage, and motivate employees to embrace change
- Monitor and evaluate change progress and results, identify and manage risks associated with change initiatives
- Supervise the architecting and delivery of end-to-end automated solutions which includes technical implementation of ITSM and ITIL processes, workflow, Customization, ticketing, process automation, report development
- Create and maintain thorough quality management system
- Knowledge Management documents processes, procedures, and troubleshooting activities to improve the and effectiveness of the Service Desk, Technologists, and Operations.
Software Associate
Capgemini
Kolkata
06.2018 - 07.2021
- Monitor and evaluate change progress and results, identify and manage risks associated with change initiatives
- Supervise the architecting and delivery of end-to-end automated solutions which includes technical implementation of ITSM and ITIL processes, workflow customization, ticketing, process automation, report development
- Handled Service Desk incidents and requests and provides an interface for other ITSM processes
- Created and maintained thorough quality management system
- Knowledge Management documents processes, procedures, and troubleshooting activities to improve the efficiencies and effectiveness of the Service Desk, Technologists, and Operations
- Served as the first point of contact for all the users with all types of IT issues via calls, emails and Chats
- Technical support for end user computing including but not limited to Outlook issues, browser issues, internet/intranet issues, VPN troubleshooting
- Excellent knowledge of Service desk environment in which all the IT Software and hardware issues are handled
- Troubleshoots and restores routing technical service and equipment problems by analysing, identifying and diagnosing faults and symptoms using established processes and procedures
- Identity and access management, on boarding of new hires
- Maintains knowledge database to enhance quality of problem resolutions
- Manage accounts on Active directory
- Participated in ticket escalation process to expedite resolution of issues
- Evaluate and prioritize tickets effectively escalating and documenting all support calls to a high level
- Maintain the call tracking system and KB through the input of resolutions to issues and tracking issues that are escalated to a higher level
- Trained several service desk analysts within division and ensured these analysts were fully educated in the process flow of access, software related issues
- Performed Tier I and 2 duties such as mapping and troubleshooting VPN connectivity issues
- Being LI and L2 technician worked in multi-client environment and processed of requests for multiple clients
- Assisted user with software installation and communicate with different resolving team for implementing new services
- Ensure timely communication/information flow towards internal and external stakeholders
- Ensure an action/backup plan is created for the restoration within SLA area of expertise.
Education
Bachelor Of Computer Application -
NSHM knowledge campus
06.2018
Higher Secondary -
Madhupur College
04.2015
Matriculation -
Carmel Convent School
03.2013
Skills
- Communication skills
- Problem Solving
- Customer Relationship Management
- Strategy
- Planning
- Knowledge Management
- Incident, Change and Service Request Management
- Microsoft excel (intermediate)
- Microsoft word
- Documentation review
- AWS
- Azure
- Active Directory
- Remote Desktop Connection
- Service NOW
- BMC Remedy
- Grafana Monitoring
- Report Preparation
- Information Gathering
- Incident Reporting
Certification
- ITIL V4
- AWS Fundamental
- Scrum Master
Languages
- English
- Hindi
- Bengali
Timeline
Analyst
KPMG Global Services
07.2021 - Current
Software Associate
Capgemini
06.2018 - 07.2021
Bachelor Of Computer Application -
NSHM knowledge campus
Higher Secondary -
Madhupur College
Matriculation -
Carmel Convent School
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