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
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
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
12.2014 - 04.2021
- Applications & Patch deployment through SCCM
- SCCM inbuilt /SQL reporting
Senior Associate
Wipro Ltd
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
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