Sanchayeeta Mukherjee

Technical Lead

Wipro

06.2014 - 04.2019

Provided technical support for LAN, WAN, Citrix, Active Directory, SAP Applications, Virtual Desktops, Patch management in Intune, and managing Shared Mailboxes, Distribution List, NNIT Servers, DHCP servers, Exchange Server, and different types of Printers.
Troubleshooting IP phones which involves checking network connectivity, and verifying configurations, testing call quality. Checking common issues of video conferencing systems which involves addressing issues related to connectivity, audio, video, and software.
Managing collaboration tools like Microsoft Teams, Zoom, and Webex involves a combination of user management, security settings, and integration with other business systems.
Promoted as SME (Subject Matter Expert) and provided Floor Support.
Trained in MIS and Reporting to check everyday data and providing reports to the Client.
Promoted as Technical Lead where led a team of 20 people and owned critical SLA's managing end to end.
As a lead and mentor to the service desk team, provided guidance, coaching, and support to enhance their technical skills, customer service abilities, and overall performance.
Proactively identified opportunities for service improvement and efficiency gains within the service desk operation. This may involve implementing new tools or technologies, streamlining processes, or introducing training programs to enhance team capabilities.
Ensured the quality and consistency of service desk interactions by conducting regular reviews of tickets, calls, and customer feedback.
Provided feedback and coaching to team members to maintain high standards of service delivery.
Communicate proactively with internal stakeholders regarding service desk performance, upcoming changes, and service outages.
Handling Incidents along with Major Incidents P1 and P2.
Whenever there is any critical incident triggered, organizing a Technical Bridge to restore the services as early as possible and getting all the technical support groups on the live bridge.
Preparing MINT chronologies.
Handling customer facing issues and customer escalations.
Ticket review meetings with all internal teams daily.
Preparing and maintaining service management decks.
Involvement in Weekly Service Management Meetings and preparing Client reports thrice a week.
Maintained close communication with clients throughout project life cycles for accurate progress reporting and prompt issue resolution.
Uploading Change Records and attending CAB meetings.
Internal Discussion within team for upcoming weekly changes.
Part of Disaster Recovery Programme.
Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.