Shubhojeet Mukherjee
Bengaluru
Summary
Dynamic and dedicated leader with 8 years of experience in the IT Industry. Demonstrated success in project management and team leadership. Possesses a strong vision, drive, and passion for achieving organizational goals. Proven ability to navigate complex managerial situations with ease. Seeking a leadership position to utilize 4+ years of experience in team leadership, networking, vendor management, NOC and customer service. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Avaya Reconciliation Manager
Innovatia India Knowledge Management Center Pvt Ltd
BENGALURU
10.2021 - Current
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
- Developed project metrics to follow system build-out progress.
- Acted as a liaison between internal teams and external vendors when needed.
- Led team meetings focused on identifying process improvements for resolving incidents more quickly.
- Created, updated, and tracked incident tickets using a ticketing system.
- Managed the lifecycle of all service requests from initial submission through closure.
- Maintained an up-to-date inventory of IT systems and services.
- Documented incident details in knowledge base articles for future reference purposes.
- Performed root cause analysis to determine underlying causes of incidents.
- Collaborated with other departments on cross-functional projects impacting incident management processes.
Lead- Global Response Center
Blackbox Network Service India Pvt. Ltd.
BENGALURU
04.2020 - 09.2021
- Implemented work scheduling strategies that boosted employee performance, reduced absenteeism, and enhanced communication, coordination, and analysis skills.
- Established a collaborative team environment focused on open communication and teamwork.
- Established and communicated team goals, assigned tasks, and tracked progress with clearly defined deadlines.
- Managed daily operations and monitored team performance metrics to maximize efficiency.
- Provided guidance and mentorship to team members, identified training needs, and promptly addressed feedback.
- Recognized and rewarded exceptional performance within the team.
- Encouraged innovation and promoted a culture of risk-taking among team members.
- Organized team-building activities to foster a positive work environment.
- Implemented process improvements to enhance operational efficiency.
- Directed day-to-day operations of the Global Response Center, overseeing team projects.
- Monitored alarms to ensure continuous business operations and supported Network Operations Center (NOC) activities on various devices
- Cultivated strong relationships with stakeholders to facilitate smooth transitions for new projects.
- Communicated business operations, new initiatives, and relevant issues following ITIL methodology.
Senior Technical Support Engineer
Betsol Software India Pvt.Ltd.
BENGALURU
08.2016 - 03.2020
- Successfully completed Avaya Technical Onboarding Registration project by working on Linux servers to verify connectivity, setting up SNMP traps for alarming servers, restarting serviceability agent, and conducting traffic checks on SAL gateway.
- Utilized Siebel ticketing tool and Avaya application software, as well as Putty for Linux command line, to efficiently manage ADS (Avaya Diagnostic Server) tasks such as generating SLA Mon and licenses for customers
- Expertly handled Avaya Connectivity Remediation project by collaborating with Avaya CSMs to identify unhealthy assets based on ACSBI reporting tool, either refusing assets not in use or remediating them on SAL for remote access and alarming.
- Facilitated meetings with CSMs, customers, and points of contact to ensure 100% health of accounts, reaching a target of 600 devices per month.
- Managed Arise Virtual Solution project by uploading pre-process data and IB IDs, preparing rate charts for payment cycle, and running calculations using Oracle and SQL developer tools to match up calculations.
- Successfully ensured daily schedules were completed with zero variance throughout the payment cycle, monthly twice, including CA tax calculations and platform fees for 10,000 CSPs.
- Conducted financial analysis throughout the month, overseeing financial cycles and processing courtesy payments twice monthly.
- Utilized tools such as Oracle BI, Oracle E-Business Suite, Oracle SQL developer tool, and remote desktop to load IB from SQL server, as well as emails to communicate with the finance team for off-cycle requests.
Technical Support Executive
Infinite Computer Solution India Pvt Ltd
BENGALURU
01.2015 - 07.2015
- Conducted troubleshooting over phone calls for various technical computer issues, including operating systems, security software, installation, optimization, and performance issues.
- Resolved issues such as no boot conditions, advanced boot troubleshooting, printer issues, and wireless and wired internet connectivity problems.
- Documented all troubleshooting activities and maintained records in compliance with sales reporting parameters, such as SLA, TAT, CSR, and AHT.
- Provided technical support to customers via phone, email and remote access tools.
- Conducted remote sessions using remote access tools to investigate system errors.
- Performed system maintenance tasks such as disk clean-up, virus scans.
Education
Executive MBA - EPYM-19 -
Indian Institute Of Management (IIM Calcutta)
Kolkata, West Bengal, India07.2017
Electronics and Instrumentation Technology | BE -
Dayananda Sagar College of Engineering
Bengaluru, Karnataka, IndiaSkills
- Process improvement strategies
- Team Building Leadership
- Prioritizing and Planning
- Problem-solving abilities
- Operational Reporting
- Client Relationship Management
- Excellent Communication
- Continuous Improvement
Certification
- PRINCE2 Agile Foundation & Practitioner, PeopleCert, GR659018421SM and GR649017302SM, 10/2021
- ITIL Foundation Certificate in IT Service Management, PeopleCert, GR671281747SM, 06/2021
- Lean Six Sigma White Belt Certification, The Council for Six Sigma Certification (CSSC), G06LG0GEwn, 06/2021
- Cisco Collaboration SaaS, Cisco, 05/2022
- Microsoft Certified: Azure Fundamentals, Microsoft, 05/2021
- The Fundamentals of Digital Marketing, Google Digital Garage, 9PL JG2 6JB, 06/2021
Personal Information
- Date of Birth: 02/05/1990
- Nationality: Indian
Hobbies and Interests
- Travelling new places
- Getting lost in a good book
- Photography
- Listening Music
- Playing Badminton
- Supporting NGO
Timeline
Avaya Reconciliation Manager
Innovatia India Knowledge Management Center Pvt Ltd
10.2021 - Current
Lead- Global Response Center
Blackbox Network Service India Pvt. Ltd.
04.2020 - 09.2021
Senior Technical Support Engineer
Betsol Software India Pvt.Ltd.
08.2016 - 03.2020
Technical Support Executive
Infinite Computer Solution India Pvt Ltd
01.2015 - 07.2015
Executive MBA - EPYM-19 -
Indian Institute Of Management (IIM Calcutta)
Electronics and Instrumentation Technology | BE -
Dayananda Sagar College of Engineering
- PRINCE2 Agile Foundation & Practitioner, PeopleCert, GR659018421SM and GR649017302SM, 10/2021
- ITIL Foundation Certificate in IT Service Management, PeopleCert, GR671281747SM, 06/2021
- Lean Six Sigma White Belt Certification, The Council for Six Sigma Certification (CSSC), G06LG0GEwn, 06/2021
- Cisco Collaboration SaaS, Cisco, 05/2022
- Microsoft Certified: Azure Fundamentals, Microsoft, 05/2021
- The Fundamentals of Digital Marketing, Google Digital Garage, 9PL JG2 6JB, 06/2021
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