Sangita Ghosh

Soft-skill:

• Strengthened communication skills through regular interactions with others.
• Proven ability to learn quickly and adapt to new situations.

Technical Expertise:

• Troubleshooted Active Directory issues, including password resets and access permissions.
• Proficient in Office 365, Multi-Factor Authentication registration, and Company Portal/Intune.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Provided network support services for devices such as Cisco Switch, Cisco routers, Cisco Access Points and other hardware.
• Trained new team members on customer service protocols as well as BAU Operation along with process knowledge.

Incident Management:

Identification: Recognizing and documenting incident as they occur or are reported.

Logging: Recording details of the incidents, including the nature of the issue, Individuals involved, and any relevant information.

Classification: Categorizing incident based on their nature and impact to prioritize responses.

Investigation and Diagnosis: Determining the cause of the incident and assessing its impact on operations.

Resolution: Implementing a solution or workaround to resolve the incident and restore normal operations.

Closer: Confirming that the incident has been successfully resolved and documenting the resolution/\.

Communication: Keeping stakeholders informed about the incident, its resolution progress, and any potential Impacts.

Major Incident:

1-Identification and prioritization:

• Quickly identify major incidents based on their potential impact.
• Prioritize major incidents over routine issues.

2-Activation of Major Incident Response Time:

• Assemble a dedicated team responsible for managing major incidents.
• Ensure key stakeholders are informed and involved.

3-Communication:

• Established clear communication channels with stakeholders.
• Provide regular updates on the incidents status and progress.

4-Escalations:

• Escalate the issue to the higher management or specialized teams as necessary.
• Activate external support if required.

5-Coordination and Collaboration:

• Foster collaboration among teams to expedite resolution.
• Coordinate effort to address the incident comprehensively.

6-Root Cause Analysis:

• Conduct a through analysis to determine the root cause of the major incident.
• Implement preventive measure to avoid recurrence.

7-Resolution and Recovery:

• Implement immediate solutions to mitigate the impact.
• Work towards a comprehensive resolution plan for long term stability.

8-Documentation:

• Document all action taken during the major incident response.
• use insights gained for continuous improvement.

9-Post-Incident Review:

• Conduct a post-Incident review to analyze the effectiveness of the response.
• Identify ares for improvement in process and procedures.

10-Follow-up and Customer Communication:

• Ensure proper follow-up with affected customer and stakeholders.
• Communicate resolution details and steps taken to prevent future occurrence.

ROLE:

• Responsible to prepare and review license renewal reports. Train New Associates. Ensure timely deliverable of monthly activities.
• Preparing License Renewal Reports was main responsibility
• Review Reports
• Creating related document for Reports including some financial documents
• Contacting with clients’ daily basis for taking/providing information’s
• Ensure timely deliverable to some weekly/monthly reports
• Train new associates who joined new to this project
• Worked as a SME for last 1 year to this project

Achievements :

• Twice TCS Star Performer Award and one Client Award for being consistent performer.

• Trained and developed students' skills in word-processing, spreadsheet and database programs.
• Tested and evaluated student progress to determine effectiveness and impact of teaching methods, materials and projects.
• Planned and implemented curriculum to teach up-to-date technology to students.
• Invigilated and graded projects, quizzes and examinations.