Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Hi, I’m

Partha Pratim Pal

Noida
Partha Pratim Pal

Summary

Organized, versatile and high-energy professional, successful at managing multiple priorities with a positive attitude. Possessing overall 16 years of experience, specialized in ITSM for last 13 years with strong belief in ITIL processes; Willingness to take on added responsibilities to meet team goals.

Overview

18
years of professional experience
1
Certification

Work History

HCL Tech.

ITSM Process Lead
06.2019 - Current

Job overview

  • Managing team of 6 members providing operational sustenance in ITIL Service Management areas such as, Incident, Problem, Change, Asset & Configuration Management and Availability & Capacity Management to client-user base of more than 50,000 employees.
  • Designed and implemented process to improve Change Management and Problem Management performance quality which resulted in service improvement and improved CSAT scores.
  • Led Incident and Problem management initiatives to reduce backlogs, streamlining ticket flow and standardizing operating procedures, resulted 95% decrease in Escalation flow.
  • Reduced active Problem count from higher level (average 80 to 90) to agreed level (within 10 open problem records) in span of 3 months, contributing to achieving agreed KPI with client.
  • Managed resource volume required to maintain client SLA, performed quality reviews and quarterly/yearly performance reviews.
  • Led Asset Management team to track 70+ devices successfully which were left behind by users while leaving the organization. Also managed to track 150+ devices which were not reporting to network. This resulted in saving approx. £40000 by reusing the left-over devices.

British Council Management Services Pvt. Ltd.

Sr. Analyst - Change & Asset Management
04.2013 - 04.2019

Job overview

  • Successfully identified & drive the decommissioning project of about 30 non-required servers from third party supplier to eliminate recurring cost of about 140,000 £ annually from Hardware Asset Management prospective.
  • Managed and optimized the purchase, deployment, maintenance, utilization, and disposal of software applications within the organization for success of Software Asset Management (SAM) process.
  • Identified & eliminated licenses which are procured & going on stale due to non-usability, resulted cost saving over 380,000 £ annually.
  • Contributed in creating Standard templates for repetitive Normal Changes to have standardized questionnaire in place which reduced errors in new changes, resulting improved Change request quality.
  • Ensuring changes are accurately planned, documented, validated, and implemented in appropriate timeframes to meet business needs and documented requirements.
  • Took appropriate means that the Change Management process is followed across the estate.
  • Maintain, support & audit the Configuration Management Database (CMDB), including polices, documentation and training regarding usage and Configuration Items. Manage data & document configuration.
  • Ensuring CMDB data is current and accurate by adhering best-practices and procedures for updating CI data including the use of automated processes, integrations with other data sources, and manual input processes as necessary.
  • Guided the process by which CI relationships are created and updated in CMDB, such as key IT and business services and applications to servers and databases.

Wipro Technologies

Senior Executive
07.2010 - 03.2013

Job overview

  • Provided technical support to clients for their user account related issues while working as Service Desk agent.
  • Assisted in escalations including moving an Incidents from Active to Technical review to Management review level.
  • Chaired & managed Major Incident call daily to gather update on high priority incidents & support to connect several resolver groups to restore the service on priority.
  • Identified process gaps and highlighted them to Incident and Service Request Managers and follow up with resolver groups to ensure process compliance.
  • Validating SOW’s to meet requirements provided by sales team within set delivery targets.
  • Identifying resource requirements and working with Resource team to secure appropriate resources till billing closure for the project.

Wipro BPO

Subject Matter Expert
01.2008 - 07.2010

Job overview

  • SME for HP in Printer, Desktop & Laptop supports
  • Worked for BT in telecommunication support.

Vodafone Essar

Store Manager
04.2006 - 12.2007

Job overview

  • Attended all inbound Vodafone customers with quarries related to Vodafone Cellular service.

Education

Symbiosis Center For Distance Learning
Remote

Corporate PGDBA from Customer Relationship Management
04.2011

University Overview

Institute of Advanced Management
Kolkata

Bachelor of Arts from Customer Service Management
06.2005

University Overview

Skills

    IT Service Management

    Major Incident Management

    Change Management

    Problem Management

    Hardware and Software Management

    Configuration Management

    Availability and Capacity Management

    Audit and Compliance Management

    Team Management

    Data Handling

    Client Handling

Certification

· ITIL Intermediate - Service Transition, Service Operation & CSI

· PRINCE 2 Practitioner

· Certified in Foundation of Business Analysis.

. Microsoft Certified Technology Specialist

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)

Timeline

ITSM Process Lead
HCL Tech.
06.2019 - Current
Sr. Analyst - Change & Asset Management
British Council Management Services Pvt. Ltd.
04.2013 - 04.2019
Senior Executive
Wipro Technologies
07.2010 - 03.2013
Subject Matter Expert
Wipro BPO
01.2008 - 07.2010
Store Manager
Vodafone Essar
04.2006 - 12.2007
Symbiosis Center For Distance Learning
Corporate PGDBA from Customer Relationship Management
Institute of Advanced Management
Bachelor of Arts from Customer Service Management

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Partha Pratim Pal