SUTIRTHA CHATTERJEE
Summary
Versatile Senior Manager with 20+ years of extensive specialization in leading Global IT service desk & onsite operations. Excels at planning, implementing and overseeing key improvements to drive business growth and efficiency. Counted on to manage client escalations, stakeholder communication, Budgeting and end-to-end IT project planning and execution. Pursuing new professional business targets improving KPIs & meeting SLA.
Overview
28
28
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
Work History
Senior Manager - Square Business Services
Infosync Client
Hyderabad
1 2023 - 2 2024
- Worked for Infosync Client, building and handling IT & Infra services for India site
- Developed and executed successful training program for junior managers, equipping them with essential leadership skills
- Managed IT Service desk for India, Kosovo & US users along with Influencing positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style
- Managed a diverse portfolio of vendors, ensuring timely delivery of products and services within budget constraints for IT Hardware, Infra hardware, ISP’s and Cloud technologies.
- Implemented change management practices, resulting in more efficient processes and increased stakeholder satisfaction.
- Collaborated with cross-functional teams to ensure seamless integration of security measures across all business units.
- Identified potential risks associated with each upgrade implementation, developing contingency plans to Upgrade & Implement new Security & IT policies for Duo, SSL and MS Authenticator.
- • Conducted regular audits of physical assets, identifying areas for improvement and recommending appropriate actions to maximize value retention over time (ISO2004)
- Worked with Server monitoring & upgrades in Azure, VMware, Intune, etc
- Worked on DUO project go live, AV setup and handled Software Licensing for Global users.
- Managed Operations for IT Service desk and evaluating employee performance for coaching and training India team members, increasing quality of work and employee motivation.
- Handled & optimized Polling database server to reduce downtime by 70%.
- Led organizational restructuring that increased operational efficiency by 25%.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- • Held monthly meetings to create business plans and workshops to drive successful business.
- Led cross-functional teams of 10+ members to achieve project milestones and , achieving 60% increase in productivity.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Mentored junior staff members for skill development and career progression within the organization.
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
- Led market analysis efforts to identify emerging trends, informing strategic decision-making and future investments
- Enhanced team performance with regular coaching sessions, focusing on individual strengths and areas for improvement.
Senior Manager IT & Security - IKS Healthcare
IKS Healthcare
Hyderabad
07.2021 - 12.2022
- Handled IT Service desk for 2 of the Hyderabad sites with a team of 35 IT Engineers
- Managed key areas including Service desk, Asset Management, Vendor Management, Ticket Management, Incident Management, Access control, CCTV, AV
- Provided Training, coaching & mentoring to IT Engineers
- Handled Vendors for Material, Services & AMC
- Spearheaded the redesign of the company’s IT infrastructure, decreasing IT breaches by 60% within the first six months
- Handling IT Audits for Both sites (ISO & HIPPA)
- Worked closely with Ops leadership, stakeholders, VIP leadership to analyze gaps for process improvement, stability & business growth.
IT Onsite Tech - Milestone Technologies India Pvt Ltd
Milestone Technologies India Pvt Ltd
09.2017 - 07.2021
- Served at Uber HYD COE site HYD
- Also served at Engineering site BLR for 8 months
- Deployed to client location - Uber Onsite & Service Desk profile
- Managed IT inventory Mac & Windows devices with Accessories
- Procurement and Inventory Management
- Configured iPads, AV room hardware setup, Troubleshooting, Video conferencing using Zoom
- Provided Support at service desk and IT bar, with daily walk up users at on-site, provided support over Email, Chat & Remote support
- Identified opportunities for business enablement through smart use of technology
- Handled Cloud storage on Box / Google drive / drop box manage
- Streamlined the resolution of over 1,500 annual help desk tickets by developing a prioritization algorithm
- Managed and resolved over 400 unique IT tickets monthly.
Sr Tech Support Engineer - Goldstone Technologies Ltd.
Goldstone Technologies Ltd.
04.2015 - 09.2017
- Provided Tech support for Video conferencing for BlueJeans client
- Handled fixing network-related issues
- Analyzed video conference meetings and fixed issues
- Helped customers in setting up conference rooms
- Processed Provisioning requests for new and existing users and accounts
- Assisted in large meetings Town Hall, Seminars, etc
- Streamlined the resolution of over 1,500 annual help desk tickets.
Client Support Associate - Dell International Services
Dell International Services
10.2014 - 04.2015
- Tech support For Dell Laptops & Desktop, Printer, All in One
- Specialized support for Dell XPS Laptop.
Senior Tech Support IT Service desk - Mphasis
Mphasis
12.2010 - 08.2014
- ITO process B2B– Service Desk L1 (voice) Tech
- Support & Data processing
- Desktop, Laptop, PDA, Printer & peripheral support for Enterprise users
- Enterprise Applications: SAP (production & HR), Citrix, Active Directory, Control M, VPN, Web-based applications, etc
- Global support (voice) 24/7
- Followed ITIL standards practices
- Incident management & queue management.
Sr Tech Support Engineer - Unisys
Unisys
02.2010 - 10.2010
- Tech support for Desktop, Laptop, PDA, Printer & peripheral support
- Enterprise Applications: SAP (production & HR), Citrix, Active Directory, VPN, Web-based Applications, etc
- Global support (voice) 24/7, support: voice, web ticketing & email ticketing.
Sr Tech Support Engineer - Accenture India Pvt. Ltd.
Accenture India Pvt. Ltd.
04.2009 - 02.2010
- AT&T DSL support process voice.
Tech Support Associate - Aditya Birla Minacs
Aditya Birla Minacs
05.2007 - 03.2009
- US voice: Apple Tech support, Mac OS 10.4 & 10.5
- Troubleshooting of Apple desktop & laptop, applications & hardware.
Production Supervisor E1 grade - Tata Motors
Tata Motors
10.1996 - 05.2007
- Handled NPI & Production of BS-III & ABS implementation
- Handled Final dispatch of vehicles after QA at vehicle store
- Managed SAP store application for vehicle booking & Inventory
- Handled SAP app for Dispatch of vehicles from Vehicle Store
- Helped vendors to reduce defects & improve product quality.
Computer Hardware engineer - Jupiter Systems Software
Jupiter Systems Software
04.1995 - 09.1996
- Handled Maintenance & troubleshooting of Desktop and Laptop
- Networking: Windows NT, LAN, Wireless Networking, Routers.
Education
MBA - Information Technology
ISBM University
Raipur, Chhattisgarh 03.2020 - 02.2022
B.Com (Bachelor of Commerce) - Commerce
ISBM University
Raipur, Chhattisgarh 02.2017 - 03.2020
I.Com (Intermediate Commerce) - Commerce
ABM College
Jamshedpur, Jharkhand 01.1992 - 03.1994
10th -
SRJS High School
Jamshedpur, Jharkhand 03.1991 - 03.1992
Skills
MS Windows & MacOS
IT Service Delivery
IT Service Management
IT Operations
Queue Management
Triage
ITIL practices
Agile methodologies
Lean Six Sigma
Enterprise Application & CRM support
Client Escalation handling
Stakeholder reporting
New Site IT Infra setup
Tools Administration
Server monitoring & upgrade
Policy setup and implementation
AWS
VDI
Software License management
IT Asset Management & Procurement
Audio Visual (AV)
Access Control
Team handling
Appraisal & performance Management
SEZ process for Inward & outward of IT assets
Operations Planning
Strategic Planning
Certification
Microsoft Azure Fundamentals AZ-900, LinkedIn Learning, 2023
Accomplishments
- Successfully led the administration, implementation, and migration. Experience in multiple ticketing tools, including Salesforce, Jira, Remedy, ServiceNow, Kace, etc ensuring seamless incident and change management across global operations.
- Expertise with Gsuite & O365 administration & troubleshooting.
- Expertise in server monitoring, upgrades, and worked across platforms like AD, Win server, Azure, SCCM, Intune, and VMware, significantly enhancing performance and reliability.
- Led the deployment and implementation of two-factor authentication (DUO, MS Authenticator, Yubikey, RSA Token) strengthening organizational security frameworks.
- Worked in AWS and VDI creation, provisioning, and troubleshooting, optimizing cloud and virtual infrastructure for enhanced efficiency.
- Managed Software licensing, asset management, e-waste disposal process and vendor management, optimizing IT supply chain and reducing costs.
- Demonstrated strong leadership in managing and mentoring IT teams, driving operational excellence through effective team management, performance appraisals, and continuous performance improvement plans.
- Represented IT department for audits ISO 2004, HIPPA, SOX2, etc.
- Expertise in SEZ process for IT Inward & outward of IT material for site.
- Proficient in Power BI reports, Bootcamp, Lean Six Sigma & AI with a commitment to staying updated on emerging technologies to drive innovative IT solutions. Strong focus on strategic leadership and delivering measurable business outcomes through continuous process improvement and optimization with technology driven initiatives.
Workpreferences
Onsite, Hybrid & Remote according to job requirement. Also willing to relocate at any Tier 1 or Tier 2 cities in India.
Timeline
Senior Manager IT & Security - IKS Healthcare
IKS Healthcare
07.2021 - 12.2022
MBA - Information Technology
ISBM University
03.2020 - 02.2022
IT Onsite Tech - Milestone Technologies India Pvt Ltd
Milestone Technologies India Pvt Ltd
09.2017 - 07.2021
B.Com (Bachelor of Commerce) - Commerce
ISBM University
02.2017 - 03.2020
Sr Tech Support Engineer - Goldstone Technologies Ltd.
Goldstone Technologies Ltd.
04.2015 - 09.2017
Client Support Associate - Dell International Services
Dell International Services
10.2014 - 04.2015
Senior Tech Support IT Service desk - Mphasis
Mphasis
12.2010 - 08.2014
Sr Tech Support Engineer - Unisys
Unisys
02.2010 - 10.2010
Sr Tech Support Engineer - Accenture India Pvt. Ltd.
Accenture India Pvt. Ltd.
04.2009 - 02.2010
Tech Support Associate - Aditya Birla Minacs
Aditya Birla Minacs
05.2007 - 03.2009
Production Supervisor E1 grade - Tata Motors
Tata Motors
10.1996 - 05.2007
Computer Hardware engineer - Jupiter Systems Software
Jupiter Systems Software
04.1995 - 09.1996
I.Com (Intermediate Commerce) - Commerce
ABM College
01.1992 - 03.1994
10th -
SRJS High School
03.1991 - 03.1992
Senior Manager - Square Business Services
Infosync Client
1 2023 - 2 2024
Microsoft Azure Fundamentals AZ-900, LinkedIn Learning, 2023
Diploma in Computer Repair & maintenance, Jupiter System Software, 1995
Certificate in Computer Applications, IIIM, 1994
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