Snehasish Banerjee
Bengaluru
Summary
Dependable Senior Associate Specialist with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Associate Specialist, IT Service Desk
NTT India GDC Private Limited
Bengaluru
03.2022 - Current
- Engaged in user support interactions via telephone, chat and email platforms
- Provided technical support to end users on various aspects of using SharePoint sites and services.
- Troubleshot issues related to application errors or unexpected behavior in the SharePoint environment.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies
- Trained new hires on customer service policies and procedures
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions
- Provided technical assistance and support to clients with Office 365 applications.
- Monitored Exchange Online mailboxes for system performance and user experience.
- Resolved complex technical problems related to Office 365 applications.
- Managed Active Directory user accounts, groups, and computer objects.
- Configured and maintained identity access management tools such as Active Directory, LDAP.
- Communicated and explained business requirements to team members to understand and implement functional demands
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Act as escalation point and expert for the entire team
- Assist with leading and directing of work for broader team on projects
- Assign, monitor and maintain technician staffing levels to ensure coverage for normal business day and after-hours shifts (24 x 7 x 365 days) Assist in maintaining the Alerts and Announcements in the service management application
- Meet one-on-one with team members outline new procedures, provide coaching, discuss incident quality evaluations
- Monitor the Global IT Service Desk Queue to ensure customer support tickets are properly categorized, including SLA selection, incident/service description, and technician assignment Performs first-level network administration duties including permission assignment, password management and access control
- With Senior IT management support, ensure service desk team KPIs are monitored and evaluated, actions are assigned and taken accordingly, and assessment information related to IT Ticket analysis and established KPIs are reported Driving Csat and CET Within the team to make sure all the SLA's are met.
Operations Lead
Concentrix
Bengaluru
06.2019 - 02.2022
- Managing Team of 20 Member of Level 2 RAD Team Working part of Remote Administration team escalation Point for Software and service Roll outs
- Co-ordinating and taking Training New Hires and L1 engineers with RAD and admin services
- Created Multiple knowledge Base confluence Articles to help the team on Troubleshooting and software services
- Provided recommendations for Procedural improvements
- Part of the Production Stop Unit team working with different verticals to work on high priority and production impacted issue
- Driving Csat and CET Within the team to make sure all the SLAs are met
- Taking 1 on 1 Session with L1 Engineers on improvement on quality and technical training
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions
- Compiled training materials for new employees and tracked skill development
- Managed internal operational standards and productivity targets.
Senior Technical Support Engineer
Dxc
Bengaluru
01.2018 - 03.2019
- Served as primary point of contact for support relating to owned solutions and products
- Maintained response times to support business continuity
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Gathered trend data from customer calls and interactions
- Explained technical information in clear terms to promote better understanding for non-technical users
- Updated and maintained current customer support database
- Co-ordinating and Lead training session for new Hires and L1 engineers
- Created Knowledge Base on Different troubleshooting and Service Procedure
- Monitor Incident Management and make sure all the incidents are worked within SLA and Drive CSAT within the Team.
Technical Support Representative
HP
Bengaluru
12.2015 - 03.2017
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions
- Updated account information to maintain customer records
- Answered constant flow of customer calls with minimal wait times
- Responded to customer requests for products, services, and company information
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Senior Process Associate
Infosys BPO
Bengaluru
05.2014 - 11.2015
- Working as a technical Support engineer with Infosys BPO for client British Telecomm with Handling Calls, ticket, chat and escalation on network issue and also on broadband Ordering
- Supervised team of process associates to enhance accountability, develop professional skills and improve efficiency
- Maintained knowledge of industry techniques, methods and equipment to create competitive advantage leading to business growth
- Identified modifications to processes and procedures that would promote better efficiency
- Meets with Team Leader regularly to assess department performance and to plan initiatives targeting improvement
- Received Multiple client Awards directly from BT CTO and also received award for the best performer of the year
- Monitored and reported on process performance to verify compliance with established standards
- Implemented continuous improvement metrics to streamline workflows and reduce waste.
Education
Electronics and communication, Bachelor of Technology -
Gandhi Institute of Technology and Management
09.2012
Skills
- IT Service Management (ITSM) Oversight
- IT Infrastructure Operations
- End user support
- Team Management
- Supervision and Leadership
- Process Improvement
- Task Prioritization
- Collaboration
- AV Technologies - Teams, Zoom, Webex
- Azure Active Directory, Privileged Access Management Roles
- Ticketing Tool- ServiceNow, BMC Remedy, One Siebel
- Onboarding Account Provisioning
- Exchange Admin center and Sharepoint Admin Center
- ITIL 4 Foundation
- Incident Management
- Service management
Affiliations
- Cricket
- Reading Novels
Certification
- ITIL 4
- Microsoft Azure Fundamentals
- Microsoft certified Associate: Azure Administrator AZ-104
Timeline
Senior Associate Specialist, IT Service Desk
NTT India GDC Private Limited
03.2022 - Current
Operations Lead
Concentrix
06.2019 - 02.2022
Senior Technical Support Engineer
Dxc
01.2018 - 03.2019
Technical Support Representative
HP
12.2015 - 03.2017
Senior Process Associate
Infosys BPO
05.2014 - 11.2015
Electronics and communication, Bachelor of Technology -
Gandhi Institute of Technology and Management
- ITIL 4
- Microsoft Azure Fundamentals ( Simplilearn)
- Microsoft certified Associate: Azure Administrator AZ-104 (Simplilearn
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