Riya Dutta Email and Phone Number

◉ Manage a team providing VMware product based support (VCenter Management, Install-upgrade)◉ Manage and develop the support teams in professional development, training and proactive project work◉ Planning and setting goals for the team and monitor team performance to ensure objectives are met◉ Motivate the team to achieve organizational goals◉ Work closely with the team to develop, and implement processes, systems, and technology to support and improve the technical support function, including workflow and incident management◉ Work with VMware’s engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions

◉ Developed customer retention strategies, handled irate and dissatisfied customers to improve their experience with HPE◉ Cultivated long term relationships with regular customers◉ Collaborated with multiple teams analysing inputs for process improvement to prevent escalations and enhance customer experience◉ Evaluated and analyzed customer needs to improve customer experience◉ Monitored customer feedback and satisfaction levels to provide feedback to the necessary teams

◉ Provided technical support for HPE’s enterprise Blade, ProLiant and Apollo servers, supporting clients from North America ◉ Installed Drivers, Firmware, BIOS on repair server hardware on HPE Server’s. Maintaining and testing processes related to business continuity.◉ Assisted server and system admins with hardware setup, configuration and troubleshooting◉ Worked with multiple parties to resolve issues with servers to prevent and minimize downtime◉ Used HPE tools like MP/ILO, getsysinfo, and other log collecting tools and scripts to diagnose and troubleshoot hardware related issues.◉ Trained new joinees to identified issues, analyze information and provide solutions to problems◉ Contributed to HPE's sales revenue by finding potential sales opportunities with customers

◉ Worked as a senior IT Analyst in the banking sector providing timely resolution on areas of Networking, LAN, WAN and corporate enterprise domain infrastructure environments◉ Collaborated with internal teams to provide support to users in a multi-cultural environment with varying degree of job profiles and IT support requirements◉ Analyzed customer sentiment and preferences to prioritize and improve customer experience

◉ Promoted to the Level 2 technical team (CTS) within 7 months◉ Acted as the gatekeeper to screen Level 1 cases before sending them to other L2 support teams for further troubleshooting◉ Performed complex troubleshooting related to user and computer profiles, network connectivity, DNS and DHCP problems, printing, Windows OS problems, remote VPN access, software deployment, installation via SCCM and use of general and client specific on-premise and cloud-based software. ◉ Performed administrative activities on user and computer accounts with Active Directory◉ Collaborated with multiple resolver groups and teams to identify and fix complex issues, outages ◉ Handled transition, bank branch setup and other high priority projects on behalf of SD providing technical support and advice for clients◉ Conducted several trainings for new employees, Level 1 engineers and Subject Matter Experts◉ Participated in problem and change management to reduce avoidable incidents

◉Worked in a B2B environment with the National Australia Bank (NAB, Australia) ◉Addressed Customer tickets regarding software and networking issues◉Installed software, modified and repaired hardware and resolved technical issues◉Assisted customers with installing applications using Microsoft Software Center (SCCM) ◉Worked with Active Directory and user profiling ◉Managed customers' expectations and experience to a high degree of customer satisfaction