Prathim Mukherjee Email & Phone Number

Australia

• Managing IT Infrastructure: Overseeing the design, implementation, and maintenance of the company's IT infrastructure, including networks, servers, and storage systems
• Ensuring System Security: Implementing and monitoring security measures to protect the company's IT systems and data from cyber threats, ensuring compliance with relevant regulations (such as GDPR, PCI DSS, etc.).
• Managing IT Operations Team: Leading a team of IT professionals, including system administrators, network engineers, and support staff. This involves task delegation, performance management, and fostering a.
• Vendor Management: Collaborating with external vendors and service providers to procure IT equipment, software licenses, and support services. Managing vendor relationships and contracts to ensure service level.
• Disaster Recovery and Business Continuity: Developing and maintaining plans and procedures for data backup, disaster recovery, and business continuity to minimize downtime and ensure operational resilience in the event.
• Technical Support and Troubleshooting: Providing technical support and guidance to end-users, troubleshooting IT issues related to SaaS applications Like Jira, MS Teams, Monday, Office 365 etc., and ensuring timely.

Sydney, New South Wales, Australia

• Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
• Performed duty of Major Incident, Change, Problem and Configuration and Asset Management.
• Managed & Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
• Established culture of continuous improvement, encouraging team members to share ideas for process enhancements.
• Implemented ITIL - Incident, Change, Problem, Service Catalogue, and Configuration Management process, and procedure.
• Configured ITSM Jira Service Management tool for Incident, Service Request, Change & Asset Management.

Auckland, New Zealand

• Contribute to overall customer satisfaction outcome.
• Deliver to all service levels and contracted deliverables.
• Leadership of direct and/or virtual team members
• Contribute to customer's profitability for contracted service.
• Billing audit and accuracy
• Major Incident, Problem, Request Fulfilment, and Configuration Management

Auckland, New Zealand

• Manage a Team of 6 team members in assisting Westpac with the Request fulfilment process. Conduct ad-hoc meeting with the client.
• All services are in operation and new services moving into transition are added in the Service Catalogue.
• Retire and update existing Service Catalogue Items were necessary to keep them accurate. Create IT Service, Process, and Workflow designs.
• Monthly Request fulfillment report.
• Service Request automation via tools and process enhancements.
• Provide Service delivery and review Contracts for SLAs and other clauses set in contractual agreement.

Wellington & Wairarapa, New Zealand

• Provided comprehensive training to new team members, fostering collaborative environment focused on delivering exceptional service experiences.
• Collaborated with cross-functional teams to develop strategies that targeted clients'' unique objectives and challenges.
• Influenced positive change within organization by championing best practices related to customer service excellence and relationship management techniques.
• Streamlined internal processes for improved efficiency, leading to increased customer retention rates.
• Developed strong rapport with clients through consistent communication and thorough understanding of their needs and expectations.
• Created detailed reports on account performance, highlighting areas requiring attention or improvement for both internal teams and clients alike.

Wellington & Wairarapa, New Zealand

• Maintained accurate records of all problems within the organization's IT environment, ensuring full visibility into historical data when required for analysis or audits purposes.
• Developed strong relationships with stakeholders across organization, promoting transparency and trust in problem management function.
• Championed a proactive approach to problem management by identifying potential risks before they escalated into significant issues.
• Reduced incident recurrence rates through thorough root cause analysis and process improvement initiatives.
• Created detailed reports on problem management metrics, demonstrating process effectiveness and areas for further optimization.
• Oversaw post-mortem meetings after major incidents, fostering collaboration among stakeholders to address underlying issues effectively.

Wellington & Wairarapa, New Zealand

• Training Responsibilities: 18+months
• Provide on-going training of incident management tool “Remedy 6.3. 7.0 & 7.5” to various internal IR staff and support teams.
• Providing training on other internal applications like e-Case, MAASI, SUSI, LoLA, Iron key, Secure ID RSA token.
• Also providing training on Nagios Monitoring and Splunk tool to support teams.
• Documentation on the training manuals and process for the desired parties in IRD.
• Video and telephone conference training preparation

Auckland, New Zealand

• Responsibilities
• New Zealand Herald subscriptions sales via phone
• Meet sales target set per day
• Provide customer support to new and existing customers

Wellington & Wairarapa, New Zealand

• Responsibilities:
• Meet sales target
• Provide inbound and outbound customer support
• Meeting customer SLA

Mumbai Area, India

• Responsibilities:
• Provide technical phone / email support to Bellsouth telecommunications end users on internet connection, basic PC hardware and software issues, network connectivity
• Configure DSL/ADSL modems and Gateway routers.
• Meet the SLA’s set by client
• First call technical resolution over the phone for customers
• Configure and trouble shoot on Firewalls.

Mumbai Area, India

Responsibilities:Customer Service for Washington Mutual Bank customers.Debt collectionSales and Pre-sales of various financial products

Graduate Diploma In Computer And Information Science, It, B

Activities and Societies: N/AInformation and Communication Science

Bachelor'S Degree, Mumbai University

Activities and Societies: Fashion shows, Sports, Chess, SingingBachelors in Business and Economics