Prasenjit Chakraborty
Bangalore
Summary
Experienced with optimizing service operations and improving customer satisfaction. Utilizes team leadership and strategic planning to enhance service delivery. Track record of problem-solving and effective communication in high-pressure environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Manager
Esko Graphics India Pvt Ltd
Bengaluru, India
10.2023 - Current
- Successfully coordinated and executed customer orders and infrastructure setups in the CMDB, ensuring timely deployment and 100% alignment with customer requirements, as measured by delivery timelines and customer feedback.
- Led cross-functional collaboration with DevOps, TechOps, Security, and Architects, optimizing the design and deployment of virtual machines, storage, and product installations, resulting in a 15% reduction in deployment time and enhanced system performance.
- Managed escalations and provided rapid resolutions to service disruptions, achieving a 98% satisfaction rate from customers, as measured by post-resolution feedback and resolution time metrics.
- Ensured seamless execution and delivery of AWS and BT infrastructure by maintaining strict quality control and meeting service-level expectations, as measured by a consistent on-time delivery rate of 100%.
Senior Specialist
HCL Tech
Bengaluru, India
04.2021 - 10.2023
- Accomplished a 95% success rate in application/package deployment in SCCM, as measured by user satisfaction surveys, by meticulously testing and deploying software to client (Airbus) machines (physical or virtual).
- Achieved a 99.5% completion rate in monthly patching activities across >100,000 workstations, including critical production environments, as measured by patch compliance reports, by executing patching via WSUS and script automation.
Senior Software Engineer
Capgemini Technology Services India Limited
Kolkata, India
12.2014 - 04.2021
- Applications & Patch deployment through SCCM
- SCCM inbuilt /SQL reporting
Senior Associate
Wipro Ltd
Kolkata, India
06.2013 - 08.2014
- Remote Desktop Support
Education
Masters Of Computer Applications -
Manipal University
03.2025
Bachelor of Science -
University Of Calcutta
07.2013
Skills
- Infrastructure Planning & Design
- Cross-functional Collaboration
- Project Management & Timely Delivery
- Network Operations Center
- SCCM
- Patch Management
- Application Deployment
- IT Service Management Incident Management
- Problem Management
- SCCM reporting and monitoring tools
- ITIL service management
- Team leadership
Certification
- VMware Certified Professional - Digital Workspace 2023
- ITIL - V3
- SysTrack 8.3 - Lakeside Software
Languages
English
Hindi
Bengali
Timeline
Service Manager
Esko Graphics India Pvt Ltd
10.2023 - Current
Senior Specialist
HCL Tech
04.2021 - 10.2023
Senior Software Engineer
Capgemini Technology Services India Limited
12.2014 - 04.2021
Senior Associate
Wipro Ltd
06.2013 - 08.2014
Bachelor of Science -
University Of Calcutta
Masters Of Computer Applications -
Manipal University