Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
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SUNITA PASWAN

Hooghly

Summary

Team Lead at Accenture specializing in performance monitoring and project coordination. Demonstrated success in improving incident resolution times and boosting team productivity. Proficient in Remedy software and Splunk analytics, with a focus on coaching teams for operational excellence and continuous improvement. Acknowledged for maintaining high-quality service in high-pressure environments.

Overview

11
11
years of professional experience

Work History

Team Leader

accenture
Kolkata
07.2024 - Current
  • Active project coordination: Vertex Inc.
  • Developed an understanding of the applications and support required to resolve any critical issues as an Admin.
  • Identified and automated repetitive tasks with the help of SRE team, to reduce manual effort, with more efficiency and faster resolution, to add value to the client.
  • Collect data for 20+ streams by collaborating and creating reports for a weekly cadence with the client, which showcases any progress, challenges, and upcoming tasks. Make amendments to the reports as per the client's requirements.
  • Actively engage in service management activities to monitor the quality of the tickets being handled, monitor the respective assignment group to ensure SLA is being maintained, and issues are being responded to in a timely manner.
  • Maintain and ensure accuracy for client-critical trackers like shift, on-call, PTO trackers and Organizational chart.

Team Lead

Accenture
Kolkata
02.2023 - 07.2024
  • Coordinating a team of 13 professionals, supporting 190+ applications. Assigning duties to team members and communicating goals in the daily team meeting.
  • Leading and providing overall support during the transition and onboarding of any new application. Document the process and activities to be performed by the team during the transition, and create, review, and maintain relevant SOPs/SUDs on the shared SharePoint.
  • Respond to escalations with patience and proper communication. Further review the escalation internally to educate the team.
  • Monitor team performance, and evaluate the quality of the tickets by analyzing the error trend, and provide feedback to ensure productivity is met. Coach the team on various aspects to improve incident resolution. Conduct training sessions to upskill team members by providing guidance on tools, processes and best practices.
  • Prepare reports using the Splunk dashboard to derive overall inflow, efficiency, MTTR, CSAT score, and evaluate for overall scope of improvement.

Wave Manager

Accenture
03.2022 - 12.2022
  • Knowledge of MyNav Tool.
  • Hosting hand over calls and following up with the relevant support teams to ensure the cut-over target is met.
  • Perform the Go/No-go checks to ensure the requirements are fulfilled and schedule Go/No-go meeting.
  • Support and monitor T0 migration bridge.
  • Late activity follow-up and issues escalation.

Service Desk Associate

British Telecom Global Services
07.2014 - 02.2022
  • Initial diagnosis wherein a user has trouble accessing IT services/ applications and providing first line resolutions.
  • Documenting troubleshooting steps and service restoration details.
  • Investigating and identifying Problems.
  • Arranging and hosting bridge calls between user and support team in case of critical incident.
  • Assigning unresolved Incidents to appropriate Tier 2 and Tier 3 Support Groups.
  • Logging all Incident/Service Request details, allocating categorization and prioritization codes.
  • Coordinating with Specialist Support Groups for Incident Resolution.
  • Keeping users informed about their Incidents' status at agreed intervals.
  • Resolving Incidents within the specified Service Level Agreements/Operational Level Agreements.
  • Verifying resolution with users and resolve Incidents.
  • Escalating Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator.
  • Training the new associates about process.
  • Participated in Global Challenge Cup and achieved the title 'Customer First'
  • Initiated and completed an A3 Project to improve Expedio ticket quality.
  • Achieved Bronze accreditation in Continuous Improvement.

Education

Bachelor of Arts -

Burdwan University

Higher Secondary -

West Bengal Council of Higher Secondary Education

Secondary Education -

West Bengal Board of Secondary Education

Skills

  • Remedy software solutions
  • Performance monitoring
  • Team management
  • Project coordination
  • Expedio incident and operations management
  • Clarify platform expertise
  • Support and service resolution
  • BFG information management system
  • NGSD proficiency
  • ServiceNow expertise
  • Splunk analytics

Languages

  • English
  • Hindi
  • Bengali

Personal Information

  • Date of Birth: 02/03/89
  • Nationality: Indian
  • Marital Status: Divorced

Timeline

Team Leader

accenture
07.2024 - Current

Team Lead

Accenture
02.2023 - 07.2024

Wave Manager

Accenture
03.2022 - 12.2022

Service Desk Associate

British Telecom Global Services
07.2014 - 02.2022

Bachelor of Arts -

Burdwan University

Higher Secondary -

West Bengal Council of Higher Secondary Education

Secondary Education -

West Bengal Board of Secondary Education

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SUNITA PASWAN