Prosen Chandra Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Bengaluru, Karnataka, India

Bangalore, India

IT service Transition manager for CUB (Carlton & United Breweries) Divestment.  Accountable for manage and governance of transitional service delivery post change of control.  Managing transition of service delivery for dedicated, leveraged and T&M accounts on IT Infrastructure support services.  Interacting with internal suppliers, including agreement, planning, timelines and quality of deliverables.  Maximizing customer satisfaction level through qualitative service delivery.  Managing the expenditure within the Service Transition, ensuring all costs are recorded against products and services delivered.  Ensuring all the services delivered within the Service Transition are within time, cost and quality parameters.  Monitoring the progress of projects/programs, ensuring timely resolution of issues and implementation of corrective actions.  Adhering to relevant escalation processes to escalate resource issues, delayed project phases, missed deadlines and other planning issues.  Managing and coordinating with stakeholders, incorporating all project work-streams.

Cyberjaya, Selangor, Malaysia

 Scope of Server Transition Center of Competence is to Executing designs/proposals/migration activities to transition Business Units managed servers under DHL ITS management.  Working with the Business Units (Express, DGF) to drive the standardization effort.  Plans and coordinates the data collection by BU-IT(business IT) , the drafting of the High Level design by the ITS Architects and the definition of the High Level design proposal.  Prepare RFC (request for change) to initiate and drive the Build of server(s)  Ensures that all applications and data have been successfully migrated to the servers. BU-IT(business IT) Transition Lead ensures that a UAT is performed and signed off to ensure the correct installation of Infrastructure and Applications.  Ensures Operational acceptance test operational readiness (pre-release) of the servers has been completed.  Plan and coordinate Server Release to Production. This used to bring the services and applications to production. Data is migrated from the actual to be decommissioned environment to the new environment.  Prepare Support Model and Service Level agreement for each services and get approval from stake holders.

Bengaluru, Karnataka, India

 Provide day to day support of existing environment, including participation in rostered after hours support duties, for problem solving and configuration changes and upgrades to the clients environment.  Delivery of customer Cloud Strategies, aligned with customer’s business objectives.  Work with architects, developers, project managers and business personnel to define the application and technical architecture structure to ensure that the products and components work together to meet the objectives and performance goals as defined in the requirements.  Translate business requirements into a functional and technical implementation.  Work with the support team to determine how the applications are supported in production, including system performance and monitoring.  Engage with customers to develop understanding of current and future needs and anticipate longer- term industry and customer direction.  Liaise with internal and external stakeholder groups to effectively communicate and resolve any platforms and systems related issues.  Work with in-house team to develop & automate repeatable tasks and provide operational support.  Troubleshooting complex problems and provide the best available solution or workaround within the agreed service levels.  Document solutions to known issues and consulting questions.  Develop technical solutions to be posted to both internal and external knowledge base.  Collaborate with other employees by providing important customer feedback, process‐ improvement suggestions, new troubleshooting tips and other actions that involve improving our product.

Bengaluru Area, India

 Service Delivery lead of DHL GPWS services  Ensuring services delivery within agreed SLA.  Escalation handling through incident and situation management to restore service  Monthly review of capacity and configuration management of business critical landscapes  Ensure infrastructure and application configuration data quality is up to date and accurate.

Bangalore

 Involved in Design, Plan and Implement modifications /upgrades to existing Altiris v 7.1/7.5 environment. Develop build case for all the interim product and platform upgrade. Configure the service catalog for enterprise. Data models and diagrams in the development of custom solutions for Enterprise clients, configuration and integration of other solutions with Altiris Infrastructure. Implement solution for Software and baseline Image deployment. Creating Change for deployment in ITSM /BMC Remedy and provide justification and coordinate with client change manager to initiate the deployment within agreed time frame. Attend weekly meeting with all stakeholders and update the progress on ongoing deployment and current infrastructure. Provide technical support, troubleshooting and complex problem resolution on escalated issues while monitoring and maintaining application environment stability. Interpreting and evaluating complex system design of Altiris Infrastructure. Assessing and recommending improvements to system operations and integrated hardware, software, communications and operating systems. Build document for commonly occurred issues and update in central knowledgebase for helpdesk people to get assistance from.

Bangalore

 Was involved in migrating 33 NS +110,000 of agents + 1000 of Package Server from Altiris 6.0 to SMP 7.1.  Migration Altiris 6.0 environment to SMP 7.1 environment in various approaches.  Configure SMA Settings Global/Target Agent settings for better performance.  Creating and managing AD groups for adding PCs to be targeted.  Configuring Recovery solutions settings and deploying agent from the respective cluster. implementing integration of AppV in standalone mode with Already established Altiris infrastructure  Creating software packages that best suit the requested deployment using the available switches for the application.  Creating Deployment Task with appropriate Vulnerability and Detection rules which allows the capability of checking if target PCs are vulnerable to the package and ensure the PC is excluded from the task once installed.  Level 3 troubleshooting for Altiris software Deployment issues.  Define Filters as required (Resources based and SQL Based).  Performing pilot Deployments well before the actual production rollout, ensuring all release and deployment packages can be tracked, installed, tested, verified, and/or uninstalled or backed out, if required.  Knowledge transfer to operations and support staff to enable them to effectively and efficiently deliver, support and maintain it.  Creating Problem when an incident is reoccurring or following a trend.  100% Compliance maintained for closing the call  Tracking incidents and events assigned to our workgroup and servicing them when in scope else reassign them to the relevant workgroup or the central helpdesk. Tracking Changes assigned to our workgroup and implementing them when in scope.  Preparing RFC request with risks and roll back plans for mass software deployments. Recording and managing deviations by take necessary corrective action time to time.

Kolkata Area, India

 I had to manage and provide IT services to more than 350 Reliance branches across east region (Bihar, Assam, West Bengal & Orissa) Allocate the Call to our channel partners and also verifying partners bills. Assist and solve IT issues remotely through remote management tools from centralized location. Handled escalated calls and drive towards satisfactory resolution. Safeboot installation & configuration remotely.  Trend Micro Office Scan antivirus client Management. Security Administration in Windows, Lotus Notes client configuration and Troubleshooting.  R connect and VPN configuration.  Network printer configuration. Hardening assets as per Reliance Capital Hardening Policy. Solve application issues runs on Intranet.  Managed various activity as such like antivirus , asset ,branch rollout new branch activation so on. Coordinate with other region IT support team and provided support.