Starting with a 6 member team, today BANTECH has a team of little less than 50 members. Under his leadership, for the last four years, BANTECH has grown exponentially in terms of revenue, client acquisitions, and global reach. BANTECH has delved into futuristic technologies like Blockchain, VR, AR, IoT etc., serving reputed companies, digital agencies and prominent startups around the globe as their exclusive white label partner.

Client: Multiple Designation: Operations Head Domain: Call Center, BPO. Co-Founder of this Contact Center, acting as the Head of Operations & Technology. A 80-seat International BPO, with its operations ranging from Voice (Inbound/Outbound), Non-Voice (Email, Chat), web/SW & back office processes. Achievement: Built strong business relationships with multiple clients. Spearheaded the operations successfully to achieve ROI within the first financial year. Starting with a modest 16 seats grew to 80 seats within a span of 2 years. Built strong client relationships.

Client: Hewlett Packard Designation: Project Leader (Service Desk & Service Delivery) Domain: Service Desk & Service Delivery Helped in the transition of the Pilot project in the profile of a Project Leader. Designed ITIL aligned processes and created ITIL implementation roadmaps. Designed the service desk model for the tier-I & tier-II support, in the lines of IT Services Management principles. Designing SOP for the Tier-II (Agent Support Group) service desk. Review performance of support function against the Service Level Agreements (SLAs) for completeness and ensure delivery is in compliance with the targets specified. Responsible for achieving and maintaining SLA by adhering to the SOW. Managing a team of 15 Project Engineers. People-management responsibilities included mentoring, appraisal & growth etc. Data Analysis: Performance Dashboard/Open Case/ RCA/ Escalations/ Non-TPR issues. Was a SPOC representing WIPRO in all Vendor-Partner Conference-calls. Achievements: Completed ITIL Foundation certification. Received “Feather In The Cap” Award for my role in designing the tier-II service desk for HP. Received appraisal rating of Exceeding Expectation and Outstanding.

Client: Washington Mutual (US Bank) Designation: Technical Consultant (Service Delivery) Domain: Service Desk & Service Delivery Joined Wipro Technologies as Technical Consultant. Consultant in a pilot batch of 50-member technical helpdesk service for Washington Mutual USA. Consultancy & support for multiple proprietary client applications, Servers and Mainframes. Responsible for Capacity Management and ensured service availability. Responsible for service review meetings with clients as well as all other stakeholders and support functions for project related communication. Prepared minutes of meeting. Spearheading the drive to achieve various KPI like C-SAT, TPR, FCR, SL etc. Prepare and share the monthly KPI report with stake holders. Report service performance against SLAs by adhering to the SOW. CRM Tool: Remedy Achievements: The Team achieved the SLA target of 90% C-SAT within the first 6 months. Was recognised & awarded certificate by Washington mutual for attaining the high overall customer satisfaction in the process. Received appraisal rating of “Exceeding Expectation”.

Client: Microsoft Corporation USA Designation: Technical Consultant/Research Engineer (Microsoft Windows 9X/ME/XP) Domain: Technical Help Desk Gave technical solutions to Front Line Techs as a Consult Line Mentor. Performed Last Level trouble shooting for XP, ME and 98 based operating systems on escalated issues. Created numerous Solution Articles (SOX) for Microsoft Knowledgebase. Managing a team of 20 Technical Support Officers & providing feedback to maintain call quality. Member of the client interaction team selected from the entire Microsoft Process. CRM Tool: Clarify Achievements: Joined as frontline agent (Technical support officer) & was promoted within six months to the Research Engineer position for attaining highest CSAT rating & best performance. Was selected from over 600 frontline agents on floor as part of a pilot team of 10 last level offline support representatives (OSR II) to handle escalated cases which required calling back end users with issues that frontline could not resolve & that required more research, thus providing solutions as last level support on behalf of Microsoft.

Designation: Technical Executive (Control Room Operator) Joined the project (part of the Millennium City project) in the company’s first venture outside Kolkata. Designing and structuring of RF/fibre optics trunk network Developed and managed a customer service helpdesk. Structuring the installation of Optical nodes, amplifiers and other passive devices Control room operations: Modulators, Demodulators, Multiplexer In charge of the IT department: Oracle application, network administration, Technical troubleshooting Achievements: Developed an intranet web application for Noida Power Company Ltd. (Sister Concern of RPG Netcom Ltd.), which provides online IT complain handling solution.