Prasenjit Chatterjee

• Administered and configured mobile devices for enterprise users using Office 365, Intune, and Azure Active Directory.
• Provided client support for deployment of policies on both corporate-owned and personal devices.
• Created advanced technical content, including Knowledge Base articles and documentation.
• Reported software bugs and advocated for product improvements based on client feedback.
• Escalated issues to management while acting as a customer advocate.
• Resolved LAPS password issues on W365 devices, receiving recognition from Microsoft.
• Managed team operations, overseeing hiring, training, and employee development activities.
• Analyzed complex project server issues affecting business-critical applications.
• Successfully completed projects like the Windows 11 upgrade and Office migration.
• Successfully completed Apple Business Manager (ABM) integration into Intune to enroll iPad devices.

• Led SCCM team of 5, managing 24x5 support operations and providing weekend on-call assistance.
• Delivered technology services, collaborating with personnel for migration and troubleshooting support.
• Resolved deployment issues by analyzing user queries, breaking down problems into manageable parts.
• Collaborated with multiple Scrum teams, both on-site and offshore, to enhance project delivery.
• Provided Tier III support as SCCM administrator for global infrastructure, serving over 35,000 employees.
• Executed installation and maintenance for SCCM servers, overseeing deployment to 35,000+ workstations globally.
• Automated application packaging through scripting, customizing programs for distribution as required.
• Analyzed SCCM logs, supported patch management efforts, and coordinated maintenance window operations.

Provided Tier III support as SCCM administrator for global IT infrastructure serving over 80,000 employees.

• Implemented agile methodology to reduce cycle time and achieve target margins.
• Planned Agile best practices to enhance team cohesion and productivity.
• Managed application creation and deployment using App-V and MSIX methods via SCCM.
• Designed policies for end-user support, ensuring consistent service guidelines and effective ticket resolution.
• Executed installation, testing, and updates for file, print, and application servers across departments.
• Performed maintenance, problem resolution, and release management for SCCM server and distribution points globally.
• Collaborated with key platform vendors to troubleshoot issues and develop strategic solutions.

• Provided second-level technical support for global IT infrastructure supporting 10,000+ employees throughout U.S. and overseas.
• Diagnose, troubleshoot and resolve range of software, hardware, iPhone/iPad and internet connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
• Handling major incidents, power/network outages. Coordinating with various internal teams, and network vendors.
• Create KB articles with step by step instructions on problem resolving techniques. Provided training to team members and worked as knowledge manager.
• Creation and Administration (Active Directory): User Accounts, Distribution Lists, Access Groups, Workstations, Citrix access, Generic Accounts.
• Have working knowledge on identity and access management.
• Troubleshooting Client VPN & Web Based VPN.
• Logging incidents and records regarding Network Faults from various resources.
• Have working knowledge on Redwood batch processing.

Key Achievements:
Outperformed peers by maintaining outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support specialists.

Provide onsite hand holding support to the clients of CMC Limited for Genesys Configurator(A distributed database system used by insurance companies i.e. UIIC, NIC etc) and also worked in GCPL to provide technical support to distribution points.

Provide onsite hand holding support to the clients of CMC Limited for Genesys Configurator(A distributed database system used by insurance companies i.e. UIIC, NIC etc)