Tapabrata Banerjee
Global Lead for Intune solution
Manikonda,TG
Summary
Continuous enhancement of skills through learning new technologies on end point security, AI & ML solutions. Innovative Solution Architect with in-depth understanding of software deployment and system design illustrated over 3 years of experience in similar roles. Excellent communication skills and extensive experience working with clients and partners. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
10
10
years of professional experience
13
13
years of post-secondary education
Work History
Global Lead for Intune Solution (MDM & MAM)
WIPRO LIMITED
12.2022 - Current
- Act as the Global Lead for MDM solution
- Leading 3 regions and resources of MS Intune
- Guide the team and provide relevant solutions to the customer to meet their expectation
- Service level management and customer satisfaction scores
- Global administrator for MS Intune of the enterprise MDM & MAM solution - Intune.
- Streamlined office operations by implementing efficient administrative processes and procedures.
- Mentored junior architects in the team to improve overall team skill levels and contribute to a positive work environment.
- Implemented security measures to safeguard sensitive data while adhering to industry standards for compliance regulations such as GDPR or HIPAA.
- Aligned technology initiatives with business objectives by understanding organizational goals and recommending appropriate solutions.
- Achieved on-time delivery for all projects by effectively managing timelines, milestones, and team collaboration.
- Improved overall system stability by identifying bottlenecks, troubleshooting issues, and recommending enhancements.
- Supervised deployments and provided troubleshooting and user support.
- Managed and delivered advanced customization and configuration for MDM solutions.
- Worked with clients post-implementation on user testing, debugging, support and maintenance.
Lead Field Service Engineer
WIPRO LIMITED
06.2020 - 11.2022
- Act as the onsite focal point for users who are experiencing IT issues, provide hands-and-feet support in datacenter to the remote level 3 team, service level management and customer satisfaction scores
- Responsible for administration of the enterprise MDM & MAM solution - Intune.
- Consistently received positive feedback from clients for exceptional customer service, contributing to a strong company reputation in the field.
End User Support Engineer
WIPRO LIMITED
03.2016 - 05.2020
- Remote support for end-users on escalated cases, service level management, skill management, knowledge management, team management, and performance management.
- Maximized user productivity through remote support sessions that identified, diagnosed, and resolved issues without requiring onsite assistance.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
MUDRAKSHI HYTECH
06.2014 - 01.2016
- End-user IT support, technical support specialist for banknote sorter device, training team members, documentation, and coordination with customer service management team.
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
West Bengal University of Technology
Krishnanagar, India 04.2001 - 04.2014
Skills
Quick learner, data-driven analytical approach, cross-functional knowledge of processes, the experience of datacenter support with skills on platform and networking concepts
Excellent interpersonal and technical skills on Windows & MAC, Intune, application packaging Understanding of ITIL processes, customer escalation management and onsite-offshore service delivery model
Training and mentoring
Business Analysis
Infrastructure Automation
Teamwork and Collaboration
Problem-Solving
Accomplishments
- Positioned as the Onsite Support Lead in UNHCR headquarter, Geneva, based on exemplary offshore performance.
- Received the 'Customer Centricity Award' for the achievement of the highest CSAT scores consistently over four quarters.
- Certification in Gen AI on AWS Essentials
- Certification on Google Cloud Gen AI L3
Timeline
Global Lead for Intune Solution (MDM & MAM)
WIPRO LIMITED
12.2022 - Current
Lead Field Service Engineer
WIPRO LIMITED
06.2020 - 11.2022
End User Support Engineer
WIPRO LIMITED
03.2016 - 05.2020
MUDRAKSHI HYTECH
06.2014 - 01.2016
Bachelor of Science - Electrical, Electronics And Communications Engineering
West Bengal University of Technology
04.2001 - 04.2014
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