Puja Paul
Tech Lead
Kolkata
Summary
To join an organization offering-challenging environment, chance to enhance skills provided with opportunities of growth through the right mix of challenge, exposure, career development, encourage creativity and values integrity and security.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
Work History
Tech Lead
Cognizant Technology Solutions
Kolkata
04.2023 - Current
- Designed and developed forward-thinking systems that meet user needs and improve productivity.
- Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
- Created proofs of concept for innovative new solutions.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
- Supervised work of programmers, designers and technicians, assigned tasks and monitored performance against targets.
- Investigated new and emerging software applications to select and implement administrative information systems.
Senior System Engineer
Cognizant Technology Solutions
03.2020 - 02.2020
- O Managing the shift and distributing work among the Team Members
- O Preparing detailed view of the Knowledge Based Articles & providing end to end Process Update Knowledge Transfer to all the Team Members as per the ITSM process
- O Managing the weekly bridge call with the Client and providing a summarized overview of the work in progress
- O Joining the escalation call with the Manager and presenting the report to the client regarding the root cause of the escalation and the future steps that needs to be taken to avoid any further escalations
- O Performing monthly audits of Incidents & Requests
- O O365 Administration, Configuration & Support – Technical & End User
- Messaging Support
- O Office 365 Configuration & Troubleshooting in Windows & Mobile
- Devices
- O Managing Exchange Online Users for Shared Mail Boxes & Distribution
- Lists access from the Exchange Admin Portal - Create, Modify, Delete
- Recover Deleted Mails
- O Handling issues related to OneDrive & SharePoint sync
- O Managing Office 365 License for the users as per requirement to access
- Office Applications like Word, Excel & Outlook from the Azure Office 365
- Admin Portal
- 3 years and 1 month
- Job Role & Key Deliverables: o Providing technical support for first call resolution reported issues via telephone, email, and remote desktop control
- O Active Directory (SSO) User Administration such as creating Accounts, providing access and resetting passwords
- O Process user Identity Access Requests for all new hires, employee transfers and terminations in accordance with all established Service Request Management guidelines
- O Manage the accounts of users who require elevated permissions to critical, corporate resources using PAM (Privileged Access Management) & CyberArk
- O Granting File and Shared Network Folder Permissions
- O Partnered with Tier II & Tier III peers to resolve complex problems that required escalation
- Provided detailed description of the issues in trouble ticket system and followed up diligently to ensure swift resolutions
- O Resolving issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions
- O Documenting and tracking all received requests in incident management system
- O Assisted with software installations through SCCM, Altiris & Bomgar
- O Identifying priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators
- O Used Cherwell ticketing system to log, track and manage Incidents and Service
- Requests
- O Administered and supported remote access (Pulse secure VPN & Network connect) o Performed password administration and access support for Active Directory
- PeopleSoft and a number of internal systems and applications
- O Troubleshoot Exchange /Outlook mailbox and connectivity to solve user and server problems o Provided Printer support by taking remote access and guiding the user with troubleshooting steps
- O Managed Shifts as a lead to ensure all the deliverables are met.
Team lead
Wipro BPS
10.2018 - 02.2020
- Handling a team of 15- 20 agents and making sure that they are updated with all the new things coming into the process and SLA getting met on time
- O Making sure that the queues are cleared on time and there is no backlog in the queue
- O Responsible for Case monitoring, coaching & Counseling, Mentoring the team members by adopting ‘Effective feedback mechanism'
- O Drive performance of the team member by motivating them to achieve the Targets set by the Operations without compromising the ‘Quality’ of the service
- O Ability to Work with multiple functions like Training, Operations, People Supply
- Change, Facilities Management Group, etc., ) # Top Performer in the Consumer.com (Dec'17) # Member of the Best Performing Team on the floor ( Q2'17) # Worked as Floor Support & Performance Improvement Coach for the Transition/OJT batches (Jan'18 till Oct'18) # Average ‘Throughput’ of 90% for the 3 batches supported (Jan'18 till Oct'18) # Been in Top 3 in the Performance Improvement coach(April'18 till July'18) # Promoted as Team Leader after clearing AON Hewitt Assessment(Oct'18) # Been in Top 5 for consecutive 3 months in Team Leader Stack
- Coached team members in techniques necessary to complete job tasks.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Designed strategic plan for component development practices to support future projects.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Mentored and guided employees to foster proper completion of assigned duties.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Held weekly team meetings to inform team members on company news and updates.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Performance Improvement Coach & Floor Support
Wipro BPS
Kolkata
04.2018 - 10.2018
- Key Deliverables: o To share domain knowledge, process updates, information on policies, processes and quality
- O Provide assistance and support to the team members to meet/exceed customer expectations by resolving their issues
- Also handle escalations and follow up with customers if required
- O Give constructive, direct feedback to agents concerning process & product knowledge &
- Soft Skills and Sales
- O Drive performance of the team keeping in mind the targets set by the Client & prepare and implement Action Plans for Bottom Performers and thereafter track their progress.
Associate & Senior Associate
WIPRO BPS
Kolkata
04.2016 - 03.2018
- Job Profile & Key Deliverables: o Ensuring full customer satisfaction during calls and providing the information correctly as per the standards/procedures set by the client
- O Sharing updates or process related information in open forums and sessions which help the team members in facing new scenarios during calls
- O Was a part of consumer.com flow development team, where I used to maintain an issue log with the challenges raised by the floor advisors and comparing them with the existing Diagnostic flow to suggest the changes to the proper stakeholders to incorporate the same in the consumer.com flow
- O In-depth knowledge about the process compliance and the working environment has earned me a place in the Process compliance team to work as Process Compliance SPOC where we analyze the areas of opportunity against the probable mal-practices that might creep up in the business
- Post identifying the same we work along with the Process Quality to prepare the training module for the refresher training on compliance piece
- Domains/LOB’s supported:
- Global Media &Telecommunication – British Telecommunications – Retail
- ITS Service Desk – Alaska Airlines – Technical Support
- Significant Achievements & Initiatives # Been in Top 3 in the Agent Performance Stack Rankings
Education
B.Tech - ECE
Birbhum Institute of
Engineering & Technology
10+2 -
West Bengal
University Of Technology, Indian School Of Learning, C.B.S.E
Dhanbad, New, Delhi 05.2008 - 05.2010
Matriculation - undefined
Indian School Of Learning, C.B.S.E
Dhanbad, New, DelhiSkills
Information System ExposuresO Client Gateway : VMWare Horizon Client, Citrix & XenAppO Operating System : Windows 7, Windows 10 & iOSO VPN : Juniper Network Connect, Pulse Secure & Cisco AnyConnectO Ticketing Tool : Service Now & Cherwell Service ManagementO Software Deployment : Altiris, SCCM & Microsoft End Point ManagerO Software : Microsoft Office, Mainframe, Citrix, Workspace One etcO Key Skills : Incident Management, Service Request Management, Change Management, ITILMicrosoft Azure Fundamentals, Active Directory, Windows ServerTraining:IndustrialINDUSTRY NAME: - Bharat Sanchar Nigam LimitedTRAINING PERIOD: - 30 DAYSTRAINING ABOUT :- Global System for Mobile Communication(GSM), CDMA, 3G, EDGE, Wi-Fi, Wi-Max, Broadband, Optic FibreCable(OFC)
Timeline
Tech Lead
Cognizant Technology Solutions
04.2023 - Current
Senior System Engineer
Cognizant Technology Solutions
03.2020 - 02.2020
Team lead
Wipro BPS
10.2018 - 02.2020
Performance Improvement Coach & Floor Support
Wipro BPS
04.2018 - 10.2018
Associate & Senior Associate
WIPRO BPS
04.2016 - 03.2018
10+2 -
West Bengal
University Of Technology, Indian School Of Learning, C.B.S.E
05.2008 - 05.2010
B.Tech - ECE
Birbhum Institute of
Engineering & Technology
Matriculation - undefined
Indian School Of Learning, C.B.S.E