Shubhankar Nath

• Leveraged root-cause analysis techniques for identifying underlying issues, enabling long-term improvements to product stability.
• Provided exceptional customer service while resolving difficult situations diplomatically, maintaining client loyalty during challenging circumstances.
• Enhanced customer satisfaction by promptly addressing and resolving escalated technical issues.
• Championed a culture of continuous improvement within the team, leading process optimization initiatives that increased efficiency levels.

• Front End Customer Support for British Telecom UK customers and assisted with Router and FTTH, FTTC issues on Internet/Line faults along with billing queries.
• Account to provide support to new joiners and co-ordinate with SME to provide timely and fast paced support to customers.
• Actively participated in pilot Automation Project for Auto Compensation for BT customers which were earlier dealt manually. Received appreciation from client side for making the pilot project a success.
• Worked as Level 3 B2C support for Geek Squad, a Bust Buy Initiative. Actively dealt escalation calls for technical issues of Windows and Mac computers along with printers and scanners.

Accountability (Jun 2014 to Feb 2017):

• Deputed at Airmen Training School, Belagavi, Karnataka, Indian Air Force as Windows System Administrator and reporting to Senior IT Officer, leading six resources to provide support services including administration.
• Accountable to lead the team for administrating system servers (Win 2008 & 2012R12) and services (DC, ADC, FTP, AV & WSUS) as a part of a detached LAN consisting of 500 clients.
• Further managing administration of Oracle Database/Application/Web/Secure File Servers (with encrypted volumes) within the intranet of the geography as well as providing service support to the same
• Responsible for patch update of current releases while administrating Client PCs for user problem solving on hardware and software
• Involved in planned and regular backup/restore (administration & monitoring) for over 12 (7 in LAN plus 5 in Intranet) servers
  
• Spearheading resolution of problems/support in terms of conducting root cause analysis for fault finding as well as Card Level repair and maintenance of PCs & Peripherals.
• Providing administration, support and management of Unified Threat Management (UTM) appliance (Cyberoam: CR50ia) including enforcement policies and user activities
• Engaged in Service Support of LAN based server, migrating the same from Windows 2003 to 2012R2, while developed Script to automate the planned Backup function.
• Supporting multiple engagements like procurement of IT Assets (including planning, monitoring and testing), technical documentation of administration activities, local Cyber Audit and as well as Application/Database support
• Performing team development and people management activities including recruitment, induction, mentoring and motivation
  
  Achievements:
  Received the "First Position" in Poster Competition on Information Security, (Twice - 2014-15/2015-16)
  Recipient of "Appreciation Certificate" by Station Commander, Airmen Training School (2015)

Accountability (Jun 2008 to Jun 2014):

• Deputed to the Central Airmen Selection Board, New Delhi, as IT Support Technician, reported to the Senior IT Officer and led a team of 4 resources for Support Services delivery.
• Managed to administer /monitor/support multiple Servers (WIN Server 2003/RHEL 6.0), Client PCs (Hardware/Software) as well as Manage, Support and Train on web based HR application
• Responsible for multiple functions including support of peripherals, Oracle 10g database management, IT inventory management, procurement of consumables and documentation of IT assets
• Involved in full cycle application support for HR application related to Recruitment of Airmen in the IAF including backup and system security & integrity of confidential data.
• Spearheaded all IT related/regular correspondence as well as activities related to ‘Online Application for Airmen Recruitment, IAF’ project hosted at National Informatics Centre. Also responsible for disbursement and documentation of IT consumables/assets/inventory
• Performed team development and people management activities including recruitment, induction, mentoring and motivation.
  
  Achievements:
  Recipient of "Appreciation Certificate" by President, Central Airmen Selection Board, IAF (2012)
  Recipient of "Appreciation Certificate" by President, Central Airmen Selection Board, IAF (2013)
  Recipient of prestigious "Commendation Certificate" by Chief of the Air Staff, IAF (2014)

Accountability (Jan 1998 to Jun 2008):
In view of the nature of duties, responsibilities and the security involved, cannot detail the responsibilities. Save and accept that communication management (including monitoring and reporting) was the major part of the duties.