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 collaborative team environment.• 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 agreements (SLAs) are met.• 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 of IT failures or disasters.• 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 resolution of problems to minimize disruption to business operations.• Continuous Improvement: Identifying opportunities for process improvements, automation, and optimization within the IT operations environment to enhance efficiency, reliability, and scalability.• Project Management: Leading or participating in IT projects, such as system upgrades, migrations, or implementations, ensuring they are completed on time, within budget, and meet quality standards.

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• Assisting Change management team• Continuous Service Improvement to processes, procedures, and tools• Assisting with IT Audit, Disaster Recovery and Business Continuity Planning• Initiative-taking leadership of delivery and operational teams to create a culture of client-driven delivery.• Be voice of customer within Spark Digital Consistent and reliable adherence to SLAs and contracted deliverables.• Contribute to zero financial service level penalties Cost-effective utilization of Spark Digital resources and service providers.• Contribute proactively to improve service level outcomes through structured continuous improvement plan.• Ongoing review and alignment of Services offerings with client requirements.

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.• Analyse and Improve current Service Management processes.• Perform process deliverables.• Establish process Metrics/KPI's.• Review and clarify contract contents.• Process document repository management.• Provide process training to internal and IBM client-Westpac.• Drive ITIL implementation on Service Management.• Conduct ad-hoc meetings with client on process governance and improvement.• CMDB report, process, and tool automation.

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.• Strengthened customer relationships by proactively addressing service needs and providing tailored solutions.

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• Advanced knowledge on the application to be trained on• Arrange logins and PC’s for application training• Answer After training Questions for the team’s internal customers• Add, review and update F.A.Q databaseGeneral Responsibilities: To enable business outcomes through consistent IT processes, exceptional IT support services and progressive Governance. Work on Mainframe – OLACS – Online Access Control System. SME for eServices – Online, IR-File & E-File Services. Level 1 support for eServices Portal. Monitor the Web servers. Monitor critical e-Services servers for Production and Development Domains. Support desktop applications under ADD – APPV, APPM & APPS domain. Monitor nationwide network and print servers. Provide Training of incident management tool “Remedy 6.3. 7.0 & 7.5” to various internal IR staff and support teams. Provide single point of IT contact for the Incident and Problem Management processes, by delivering and maintaining customer focused service relationship with all parties of Inland Revenue

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.• Assisted end users with software adjustments and systems recovery• Provided software support for operating systems windows 98 / XP / 2000 / ME / VISTA and MAC version 9 and 10Tier2 responsibilities:  Insure a timely resolution to all problem tickets Root cause analysis Contact users to provide a status and/or fix the identified problem Training the new bees on technical and communication issues. Training the new employees on various software and hardware applications. Engage the proper resources to resolve problems Provide SLA reporting Rostering and call monitoring

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