Hi, I’m
Pritam Poddar
Kolkata
Summary
Encouraging problem manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
years of professional experience
Work History
Infosys
Problem Manager
01.2023 - Current
Job overview
- Managed IT problems and improvements, resulting in a 20% decrease in incidents.
- Implemented a new post-incident review process, resulting in a 15% increase in problem resolution.
- Conducted trend analysis on incidents, identifying recurring problems, deduplication of problems and reducing incident volume by 10%.
- Developed and maintained relationships with key stakeholders and problem owners ensuring smooth IT operations.
Capgemini
Incident and Service Request Manager
04.2019 - 12.2022
Job overview
- Managed IT incidents and provided ITIL service management to ensure optimal service delivery.
- Implemented a new incident management process, resulting in a 25% reduction in incident resolution time.
- Developed and maintained relationships with key suppliers, ensuring timely delivery of IT services.
- Provided training and support to the IT team on ITIL service management best practices.
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
Dynacons Systems & Solutions Ltd
IT Operations Analyst
01.2017 - 03.2019
Job overview
- Managed IT infrastructure and applications, ensuring optimal service delivery.
- Implemented a new monitoring system, resulting in a 30% reduction in system downtime.
- Developed and maintained relationships with key stakeholders, ensuring smooth IT operations.
- Reviewed technical work of consultants and third-party support providers.
- Researched and adopted new technologies to add value to existing offerings.
- Improved systems with addition of new features and infrastructure.
3i Infotech
IT Support Engineer
08.2015 - 12.2016
Job overview
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Promoted efficiency among departments with prompt resolution of system issues.
- Monitored systems in operation and quickly troubleshot errors.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Responded promptly to incoming sales leads and requests for technical support.
- Configured hardware and granted system permissions to new employees.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured and tested new software and hardware.
- Offered assistance in implementing and developing training programs.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Monitored system performance to identify potential issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Developed and implemented preventive maintenance procedures.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
Lattice Bridge Infotech
Technical Engineer
07.2013 - 07.2014
Job overview
- Creating And Installing New Application As Per Client Required To Make Live On IVR(55888)
- Organizing and guidance of technical team for effective call closures and Better throughput.
- Installing & Design Database, Data recovery & backup taken through IBM DB2, MYSQL Operating System.
- Design ,Tuning, Trouble shoot and fix support issues database as per the required
- Develop and enhance existing code based on project documentation including written requirements, flow diagrams, and page comps and data designs.
- Creating store procedure and set scheduler as per the requirement.
Education
Murshidabad College Of Engineering And TechnologyBerhampore, West Bengal
B.Tech from Information Technology
06.2012
Skills
- IT Problem Management
- IT Infrastructure
- IT Applications
- Improvements
- Post Incident Review
- Reporting
- Trend Analysis
- ITIL Service Management
- Incident Management
- Stakeholder Management
- Relationship Management
- Operations
Timeline
Problem Manager
Infosys
01.2023 - Current
Incident and Service Request Manager
Capgemini
04.2019 - 12.2022
IT Operations Analyst
Dynacons Systems & Solutions Ltd
01.2017 - 03.2019
IT Support Engineer
3i Infotech
08.2015 - 12.2016
Technical Engineer
Lattice Bridge Infotech
07.2013 - 07.2014
Murshidabad College Of Engineering And Technology
B.Tech from Information Technology