PROSENJIT BASU
Kolkata
Summary
System Consultant with 10+ years of hands‑on experience in desktop support, incident & problem management, and enterprise IT infrastructure. Adept at root‑cause analysis, NetOps, and ITIL‑aligned service delivery. Repeatedly recognized for maintaining ≥90% SLA compliance and for leading seamless migrations and asset‑management initiatives in Fortune 500 environments (IBM India). Passionate about optimizing service quality and end‑user satisfaction through automation and cloud best practices.
Overview
13
13
years of professional experience
Work History
SYSTEM CONSULTANT
NetConnect Global
08.2023 - Current
- Coordinate with cross-functional teams to mitigate high-severity incidents, reducing MTTR by 18%.
- · Conduct RCA workshops and implement preventive actions that cut recurring incidents by 25%.
- Proactively monitor performance dashboards and preempt capacity bottlenecks in NetOps.
- · Manage hardware/software asset lifecycle, maintaining 100% CMDB accuracy.
SENIOR DESKTOP ENGINEER
Future Focus InfoTech (Pvt) Ltd.
06.2021 - 07.2023
- · Delivered remote/onsite support for end‑user systems, applications, and network connectivity.
- · Performed security hardening (AV, firewall) and patch compliance checks across 300+ devices.
- · Authored knowledge‑base articles that cut average troubleshooting time by 15%.
- · Led office moves and new‑hire setups, completing 50+ deployments with
L2 DESKTOP SUPPORT ENGINEER
IMSI Staffing Pvt. Ltd.
10.2017 - 05.2021
- · Resolved OS/application faults, image deployments, and network/VPN issues for 300–400 users.
- · Maintained 90% SLA adherence for ticket closures while mentoring two junior engineers.
- · Administered ServiceNow queue, generating weekly KPI dashboards for management review.
DESK SIDE ENGINEER
Future Focus InfoTech (Pvt) Ltd.
06.2015 - 09.2017
- · Provided L2 support across Windows, Linux, and macOS; executed C4EB image rollouts.
- · Liaised with Ricoh to resolve network‑printer incidents, cutting printer downtime by 30%.
CUSTOMER SERVICE ENGINEER
IT Mantra Tech Intellect Pvt. Ltd
12.2011 - 06.2013
- · Managed user permissions, database replication checks, and Windows Server 2012 backups.
- · Responded to on‑site and remote service calls, achieving 95% customer‑satisfaction scores.
Education
BACHELOR OF COMMERCE -
University of Calcutta
07.2003
Skills
OS: Windows 10/11, Windows Server 2012
Tools: ServiceNow, Endpoint Manager, C4EB Imaging, Jira
Networking: TCP/IP, LAN/WLAN, DHCP/DNS, Juniper/Cisco VPN
Cloud & Productivity: Microsoft Azure (AZ-900), Office 365
Methodologies: ITIL v3/v4, Agile support queues, SLA/KPI reporting
Training
- Diploma in Computer Hardware
- Microsoft Azure Fundamentals (AZ900)
- ITIL Foundation (certification planned Q3 2025)
Core Competencies
- Incident, Problem, and Change Management (ITIL)
- Windows, macOS, and Troubleshooting
- Image Deployment (Windows 10/11, RHEL)
- Network and VPN Support (Juniper, AT&T, Cisco AnyConnect)
- NetOps, Monitoring, and Performance Analytics
- Asset management
- Cloud Computing & Office 365.
- Customer and stakeholder communication
- Root Cause Analysis and Continuous Improvement
Additional Information
- Availability: 2 weeks’ notice
- Languages: English (fluent), Bengali (native), Hindi (conversational)
- Willing to relocate or work hybrid/remote as required.
Timeline
SYSTEM CONSULTANT
NetConnect Global
08.2023 - Current
SENIOR DESKTOP ENGINEER
Future Focus InfoTech (Pvt) Ltd.
06.2021 - 07.2023
L2 DESKTOP SUPPORT ENGINEER
IMSI Staffing Pvt. Ltd.
10.2017 - 05.2021
DESK SIDE ENGINEER
Future Focus InfoTech (Pvt) Ltd.
06.2015 - 09.2017
CUSTOMER SERVICE ENGINEER
IT Mantra Tech Intellect Pvt. Ltd
12.2011 - 06.2013
BACHELOR OF COMMERCE -
University of Calcutta
Similar Profiles
Yogesh PatilYogesh Patil
Team Lead (Windows , MAC & Linux SME at Netconnect Private LtdTeam Lead (Windows , MAC & Linux SME at Netconnect Private Ltd
SRINIBAS BARIKSRINIBAS BARIK
Server Admin at Netconnect Pvt. Ltd.Server Admin at Netconnect Pvt. Ltd.
Gurpreet SinghGurpreet Singh
Telecom Technician at Netconnect LimitedTelecom Technician at Netconnect Limited