Souvik Chatterjee Email & Phone Number

Noida, Uttar Pradesh, India

Gurugram, Haryana, India

Noida/Gurgaon

Joined KPMG as Asst. Manager in its 'Technology' division. Experience in this organization varies from handling the Helpdesk to handling the SCCM infrastructure for India. Projects handled are application rollouts accross India.

Joined HCL Comnet as ‘Senior Specialist’ in Aug’10. Started as a part of a new concept of service called ‘Shared Services’. The first client assigned for software delivery through ‘BBCA’ was ‘Electrolux’, managing the IT infrastructure of all computers in Australia and APAC region. Later transferred to ‘Application Packaging Factory’ for to form a team to ‘Image’ Windows 7 computers for all clients, using SCCM-MDT Task sequence. First major client was a prestigious Germany based company called ‘Lantiq’. Successfully completed the transition of activity of creating Windows 7 image as per client requirement in Aug-Sept’11 at Munich, Germany. Currently working as administrator to ‘PasswordCourier’, a password management tool from ‘Courion’ and BOMGAR, a remote control tool.Currently assigned the roles of ‘Reporting Manager’ and ‘Technical Expert’ for team-members of the Imaging and Identity management team as well.Job Responsibilities as Senior Specialist – Deployment and Patching: (Aug’10 –Apr’11):• Software delivery – Delivery of software on client computers as per requirements from client, including re-packaging to alter package behavior.• Patching –Deployment of MS and other patch released by other vendors to client systems.• Desktop and Laptop troubleshooting – Any supported issue related to patching and software.• Packaging – Packaging raw source to BMC complaint channels, altering the behavior of packages as requested or required.• Reporting – Basic and advance level RCAs and reporting using MS excel and MS AccessJob Responsibilities as Senior Specialist –Imaging: (Apr’11 –Present day):• Imaging Microsoft Windows 7 with packages and patches as requested by client, using MS MDT and MDT integration with MS SCCM• Delivering the package to the client machines using MS SCCM• Servicing and alteration of images, as and when required or requested.

Joined CSC India as ‘Associate Engineer – Systems Support’ in Nov’07. Started with the responsibility of managing the workflow, via Remedy online systems, for the biggest account in the Australian support group of the company. Job Responsibilities as work-flow manager: (Nov’07 – Aug’10)• monitoring the Remedy queue for any time critical and normal work orders or tickets• Assigning them to the support engineers based on the work requested and service level agreement. • Reporting to the respective account leads was also included later. This job demanded knowledge and technical knowhow of software and operating systems at a moderate level.In March’08 started training for BMC configuration management and was given the responsibility of single-handedly managing the patching and software delivery of an account in the same region, along with WFM. Job responsibility as support engineer: (March’08 –August’10)• Software delivery – Beginning at delivery onto client systems and ending at reporting success rates.• Patching – Beginning at MS and other patch releases, deploying them onto systems and reporting.• Desktop and Laptop troubleshooting – Any supported issue related to patching and software.• Packaging – Packaging raw source to BMC complaint channels.• Reporting – Basic and advance level RCAs and reporting using MS excel and MS Access• Antivirus management – Monitoring Mcafee ePo console and troubleshooting agents on systems.This Job demanded core technical knowledge of BMC CM along with Operating systems and system software.

Joined Dell DIS in July’06 as an on-call technician. Received numerous recognitions as best technical resource and soft-skills expert. Given the responsibility to train agents on hardware and voice. Provided other agents with on-call support as Subject matter expert. Ranked among the top in the region number of times. Member of the elite group to handle high level customer complaints.Job responsibilities as Support Engineer:• Receiving inbound overseas calls from customers with technical issues with computers• Troubleshooting hardware and software related issues• Guiding and instructing customers on the phone, as and where needed, to do troubleshooting• Judging best possible options for customer satisfaction and providing it• Sending Engineers to customers home or workplace with instructions to solve issues• Dispatching hardware and software packages to customers• Providing training to new agents and monitoring their calls to ensure compliance• Handling high-level customer complaints and resolving them• Meeting high standards and parameters set by Dell on a regular basisThis Job demanded high level of command over English language, fine soft-skills and absolute know-how of computer hardware and high-level knowledge of system software and OS.

Providing on-call support for DSL customers of a major service provider in the US and later in the UK and IRE, training new agents and later providing support to agents on calls and handling escalations.Job responsibilities as on-call support agent:• Receiving inbound overseas calls from customers regarding issues with their broadband • Troubleshooting hardware and software related issues to solve the main DSL issue• Guiding and instructing customers on the phone, as and where needed, to do troubleshooting• Judging best possible options for customer satisfaction and providing it• Sending Engineers to customers home or workplace with instructions to solve issues• Dispatching software packages to customers• Providing training to new agents and monitoring their calls to ensure compliance• Handling high-level customer complaints and resolving them• Meeting high-standards set by clients in customer supportThis Job demanded high level knowledge of Internet and Broadband along with base level knowledge of OS and system software.Job responsibilities as Subject Matter Expert: • Leading teams in absence of the assigned team-leader and performing all daily tasks of a team lead • Handling high level customer complaints• Training agents on customer handling skills• Training agents on voice and accent• Training agents on broadband and its relation to systems• Reporting agent-data and parameters to area managers• Providing any support needed by agents on callsThis Job demanded high level of team and customer handling skills along with absolute expertise in the supported software and systems. It also needed skills as a trainer and team-lead to successfully train and handle team, helping to meet all metrics and standards set by clients.

Graduated, Commerce

Icse