Moumita Chakraborty Email and Phone Number

• Manage end to end reactive problem management• Drove investigation of root cause analysis for critical events.• Prepare business communication of the root cause analysis for critical events and major incidents. • Monitored progress of action plans. • Report of action plans.• Maintain and contribute to known error & risk database.• Identified and participated in opportunities to improve service quality and efficiency.• Reported on trend analysis for Proactive… Show more • Manage end to end reactive problem management• Drove investigation of root cause analysis for critical events.• Prepare business communication of the root cause analysis for critical events and major incidents. • Monitored progress of action plans. • Report of action plans.• Maintain and contribute to known error & risk database.• Identified and participated in opportunities to improve service quality and efficiency.• Reported on trend analysis for Proactive problem management.• Manages Vendor and other managed service provider relations.• Provide trainings on effective problem management and root cause analysis. Show less

• Developed key metrics measuring effectiveness of Problem Management.• Reviewed and Identified Problems from Incident Tickets working with Incident Manager.• Participated in business communication process regarding new problems.• Defined problem management processes and procedures were adhered to by staff.• Provided MI relating to the problem management process.• Identified and participated in opportunities to improve service quality and efficiency.• Drove investigation… Show more • Developed key metrics measuring effectiveness of Problem Management.• Reviewed and Identified Problems from Incident Tickets working with Incident Manager.• Participated in business communication process regarding new problems.• Defined problem management processes and procedures were adhered to by staff.• Provided MI relating to the problem management process.• Identified and participated in opportunities to improve service quality and efficiency.• Drove investigation of root cause analysis for critical events.• Partnered to define problems.• Monitored progress of action plan• Developed proactive Problem Management activities.• Monitored and reported on compliance• Reported on Problem Management.• Documented and Reported on Known Error database. • Handled Vendor and Managed Service Provider relations within nation and abroad for the best interest of client success. • Transitioned service line from customer • Reporting on transition state and projection for steady state process. Show less

­ Global Delivery End User Services · Troubleshot diverse technical issues in Windows Environment · Working on Active Directory & Exchange Admin · Providing the remote technical support for the business client for the corporate assets like Software Pushes, Printers, VPN, MS Office. · Addressed complex `incidents' reported in all levels of competency hierarchy · Imparted significant contribution to the `Process Knowledge Base' ·… Show more ­ Global Delivery End User Services · Troubleshot diverse technical issues in Windows Environment · Working on Active Directory & Exchange Admin · Providing the remote technical support for the business client for the corporate assets like Software Pushes, Printers, VPN, MS Office. · Addressed complex `incidents' reported in all levels of competency hierarchy · Imparted significant contribution to the `Process Knowledge Base' · Handled escalation calls while co-coordinating with various support groups · Monitored / reported, team's capacity utilization using the weekly `Time Sheet' · Took on additional role of managing and reporting IT Compliance related issues. · Generated bright ideas, identified as eureka(s) by the central quality team · Brought on-board the new recruits with effective `knowledge transfer' · Took charge / managed, acting subject matter experts responsibilities efficiently 1Skills & Proficiency Level Skiilllls Sk s Applliicatiion App cat on Proffiiciiency Levell Pro c ency Leve Vantive, Remedy, Tools 4-5 Active Directory, Exchange Admin Language [s] AIX, UNIX [shell scripting] 3-5 Database DB2, Oracle 9i, 11i Suite 3-4; the proficiency level varying from 1-5 where in 5 is the highest experienced level and 1 isthe lowest level of experience.. Show less

• Troubleshot diverse technical issues in Windows Environment • Working on Active Directory & Exchange Admin • Create / Modify Exchange Accounts and troubleshoot email clients like MS Outlook 2003/2007.• Maintaining shared resource, generic mailbox/calendar - create, change or delete - conference room in active directory.• Maintaining Global Address List, Distribution list, Group Mailbox - create, change, or delete.• Managing Domain Controllers with Active Directory… Show more • Troubleshot diverse technical issues in Windows Environment • Working on Active Directory & Exchange Admin • Create / Modify Exchange Accounts and troubleshoot email clients like MS Outlook 2003/2007.• Maintaining shared resource, generic mailbox/calendar - create, change or delete - conference room in active directory.• Maintaining Global Address List, Distribution list, Group Mailbox - create, change, or delete.• Managing Domain Controllers with Active Directory Services.• Troubleshooting remote access VPN.• Remotely monitoring and escalating Network & Related alarms.• Installation of all enterprise applications used in customer environment.• Managing Intranet (LAN) connectivity issues and internet explorer specific troubleshooting.• Providing the remote technical support for the business client for the corporate assets like Software Pushes, Printers, VPN, MS Office.• Addressed complex ‘incidents’ reported in all levels of competency hierarchy • Imparted significant contribution to the ‘Process Knowledge Base’ • Handled escalation calls while co-coordinating with various support groups • Took on additional role of managing and reporting IT Compliance related issues. • Generated bright ideas, identified as eureka(s) by the central quality team • Brought on-board the new recruits with effective ‘knowledge transfer’ • Took charge / managed, acting subject matter experts responsibilities efficiently Show less