Probal Thakurta Email & Phone Number

India

=> Interacting extensively with line of business clients for process enhancement or project implementation=> Executive change agent; developed transformation plans for Service Management and Network and Telecommunications organizations=> Manage strategic planning to optimize resources, improve throughputs, and enhance system performance parameters=> As a RPA consultant, responsible for analyzing the needs of the business and its customers and coming up with solutions to business problems.=> Conducting analysis and Risk assessment for scope of work expansion=> Managing the work from initial request through estimation, approval, requirements, build and implementation.=> Guide the design and implementation of antivirus solutions and system/network monitoring. Establish disaster recovery plans (DRP) based on HP Data Protector Software, Tape Libraries, and SAN hardware=> Lead high-performing technical team of Field Engineers, Security Engineers, and Systems Integration Specialists. Develop and implement standard operating procedures. Establish key processes that ensure reliable and efficient technical services organization-wide=> Business Continuity – preparedness to tackle any business continuity situation across multiple locations=> Strategize employee retention=> Participate in client presentation on RPA understanding, capability demonstration, Q&A sessions pertaining to automation=> Negotiate with customers and internal teams to find win-win outcomes=> Conducting initial process assessment of business processes and finalizing the business case=> Preparing relevant business documents such Process Definition Document, Solution Design Document=> Ensure compliance with Client rules, Regulations & Procedures

India

* Interacting extensively with line of business clients for process enhancement or project implementation* Setting up a quality team, designing model for calibration* Conduct formal skip levels with the associates* Executive Complaints Handling – setting up a process to manage or defuse potential escalations by providing elevated support* Conducting analysis and Risk assessment for scope of work expansionAssociate/ Employee:Managing a team of 50 associates, 7 Team Leads/Asst. Managers*Organizing Rewards and Recognitions and ensure transparency*Creating business Goal Sheet for each band and ensure communications to maintain transparency*Half yearly/Annual performance reviews as against objectives*Experience managing, providing & supporting career/development plans and coaching staff*Ensure clarity of Business objectives among staff*Training process re-design to make it more conducive for new hires just out of college*Conducting information security awareness as a part of Organization induction sessions to new joiners on regular basis Company/ Shareholder:*Successfully completed migration projects from Onshore to Offshore*Project initiated to reduce time to proficiency*Strategize employee retention*Business Continuity – preparedness to tackle any business continuity situation across 3 locations*Various projects on risk reduction and productivity benefits*Key Customer Relationship Management & supervision of all Offshore to Onshore initiatives*Vendor/Supplier management, 3rd party support liaisonValue Beyond Delivery:- Drive internal projects on attrition reduction and other operational metrics- Initiate Tech with Ops projects to help reduce risk, time savings and operational excellence Risk Management and Control and Security ITSM:- Process creations, enhancements, service improvements and documentation as per ITIL, ISO 20000 standard- Coordinate with institutions to understand their needs and tie off with what we can offer

Usa And India

Employee:*Complete Network designing and planning of Chinaco - Hospital in China*Implementation of Voice and COS for HCPI, USA*Implementation of Wireless MESH networks, Surveillance, RFID’s*Capacity Planning for HeapHeap.com using Cloud (Amazon AWS – EC2)*Configuration of IP multicast routing*Coaching and Development sessions for Team Managers and SMEs*Conducting knowledge assessment for the Team Managers and SMEsCompany/ Shareholder:*Controlling process productivity*Cost control through transport routing and shift timings optimization*Floating internal job posting and conducting interviews*User activity reports: capture and analyze user registration, voting and content uploads* Conducting Team Manager meeting and calibration*Working on training and transition plan for process mergers*Formulation of disaster recovery strategy, lead DR exercises, debrief for continuous service improvement contributions*Compilation of Service Acceptance Criteria, Service Portfolio/Catalogue, SLA’s, OLA’s*Vendor/Supplier management, 3rd party support liaison

Berkshire, United Kingdom

Employee:* Manage and coordinate breakdown of incidents within incident/problem management teams*Assist in contract content creation related to network, data and voice solutions*Analyze real time data for specific client deliverables to effectively scope solutions*Mentor team members with technical queries and troubleshoot VoIP related problems*Planning monthly activities like rewards and recognitions, team outing for the queue*Act as a SME for the services provided by the organization. Also act as a point of escalation for the services rendered by the OrganizationCompany/ Shareholder:*Design Business Continuity Process - process design, project management, organizational, customer support*Research applicability of recent developments in cloud technologies*Mentor and train people*Interaction between partner sites in different geographical locations*Been the Most Valuable coach *Manage multiple project assignments and communicate with internal and external stakeholders*Lead ITIL implementation and process design, (architect), of the Incident, Problem, Change, Request fulfilment, CMS, *Compliant and Staff contributions processes to go live, review strategy for continuous service improvement*Vendor/Supplier management, 3rd party support liaison

New Delhi Area, India

*Manage multiple project assignments and communicate with internal and external stakeholders.*Provide functional support and direction to associates and team leaders on customer support needs*Assess customer needs and plan required infrastructure*Vendor/Supplier management, 3rd party support liaison*Set up monthly meetings with customer, for service review and creation of action plan if required.*Provide Service Improvement Plans as and when required by customers*Create 8D reports based on recurring faults

New Delhi Area, India

*Lead Service Desk ST Micro Team and Delhi Satellite Helpdesk Team*Establish Call Handling procedures to meet targets as per internal Service Desk process*Provide training on ST Micro network and Equant Network for new candidates*SPOC function for customer ST Microelectronics. Maintain and troubleshoot Global Network of ST Microelectronics*Maintain, troubleshoot and coordinate with different entities for restoration of VOIP problems*Proactively monitor ST Microelectronics’ global IPVPN issues*Achieve MTTR targets for Asia Pacific region for ST Microelectronics*Maintain and troubleshoot Packeteers, IP Telephony and VLAN

New Delhi Area, India

*Maintain clients’ end to end network connectivity and provide solutions and guidelines by working on their respective routers *Equant maintained) and frame relay switches*Maintain high speed and low speed circuits*Configure, troubleshoot and maintain modems, ISDN lines and IDB units*Maintain, troubleshoot and restore leased lines for maximum uptime*Build cordial and effective relations with management to achieve faster support for fault resolution

New Delhi Area, India

*Provide networking solutions for LAN and WAN to customer Ministry of Defense, Government of India *Assemble Servers and PCs, configure hardware and software RAID.*Install and maintain MAN using RAS router for Ministry of Defense.*Install, configure and maintain computer based training system and Cisco router (805 Model) on a X.25 network for WAN connectivity for Ministry of Defense.

PC and Scanner Maintenance Install and repair bar-code scanners, printers and Intel X86 PC's

Prince2 Registered Practitioner, Project Management

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Bachelor Of Commerce; Diploma, 2003; Commerce

Completed Packeteer Level 2 training. ITIL v3 Certified Six sigma yellow belt Prince 2 Practitioner

High School, Science

Activities and Societies: Played cricketCompleted my High School

Diploma In It, Information Technology

Activities and Societies: Debate team, Held NIIT FestLearn Information Technology