PUSPITA CHATTERJEE
Kolkata
Summary
Dynamic and empathetic professional with a Bachelor of Technology in Electronics and Communications, equipped with extensive experience in managing and coaching customer support teams. Seeking to leverage leadership skills and analytical mindset in a high-growth environment to drive operational excellence and enhance customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Tech Lead
Cognizant Technologies Solutions
06.2017 - Current
- Properly trained and qualified for responsibilities in a critical environment, ensuring strict adherence to Data Centre Policies and SOP processes. Performed proper handover and takeover of daily duties and prepared daily 24x7 shift reports, ensuring smooth operations in the Global Command Centre Service Desk.
- Monitored global support queues and managed cases based on priority
- Adhered to priority-based SLA requirements while resolving issues related to Outlook, Teams, O365, VPN, and more using Dameware Mini Remote Control
- Collaborated with Tier Support Peers and Development teams for environment setup and technical tasks
- Escalated or re-routed cases as needed, maintaining SLA factors
- Resolved technical issues and documented solutions in the knowledge base
- Documented issues in ServiceNow and coordinated with retail teams for issue resolution
- Collaborated with R&D and Services teams to replicate and resolve customer issues
- Ensured accuracy and progress of issues through data and reporting tools.
- Training new joiners, working on Project Improvement Plan , working on Audits.
Technical Helpdesk Engineer
Renovision Automation Services (RASPL)
02.2016 - 06.2017
- Assisted Colgate distributors with loading and managing Database Management Systems (DMS) for Windows desktops
- Troubleshot various DMS-related issues and supported application loading on mobile devices
- Installed and set up Dot matrix printers for printing receipts
- Provided comprehensive technical support to ensure seamless operations.
Education
B.Tech/B.E. - Electronics/Telecommunication
West Bengal University of Technology (WBUT)
01.2015
12th - English
West Bengal
01.2011
10th - English
West Bengal
01.2009
Skills
- ITIL Certified
- VPN
- Desktop Support
- Remote Support
- Team Handling
- Communication Skills
- Incident Management
- Major Incident Management
- Service Desk Management
- Active Directory
- Dameware
- Outlook Configuration
- Microsoft Teams
Certification
- Az-900
- Az-104
- ITIL V4
- AI-900
Timeline
Tech Lead
Cognizant Technologies Solutions
06.2017 - Current
Technical Helpdesk Engineer
Renovision Automation Services (RASPL)
02.2016 - 06.2017
B.Tech/B.E. - Electronics/Telecommunication
West Bengal University of Technology (WBUT)
12th - English
West Bengal
10th - English
West Bengal
Similar Profiles
Pinaki KaruriPinaki Karuri
Product Manager at Cognizant Technologies SolutionsProduct Manager at Cognizant Technologies Solutions
Paul John La PeniaPaul John La Penia
Inventory Analyst at Cognizant Technologies SolutionsInventory Analyst at Cognizant Technologies Solutions
Vanessa GuevaraVanessa Guevara
Team Lead at Cognizant Technologies SolutionsTeam Lead at Cognizant Technologies Solutions