Subhashis Dutta Email & Phone Number

Noida, Uttar Pradesh, India

Noida, Uttar Pradesh, India

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

East India

•To look after all the Engineer’s activity in my full team.•To take the feedback from Customers. We are providing Facility Management Support , Managed Network Services ( along with BSNL) and IT Service Desk and Helpdesk ( Central or Virtual) support.( All these service desk runs in 24X7X365 basis)•To maintain proper roaster and help my team mates to following up , solving the issue and stop the escalation of the issue. •Implementation of new Service Desk or Helpdesk and… Show more •To look after all the Engineer’s activity in my full team.•To take the feedback from Customers. We are providing Facility Management Support , Managed Network Services ( along with BSNL) and IT Service Desk and Helpdesk ( Central or Virtual) support.( All these service desk runs in 24X7X365 basis)•To maintain proper roaster and help my team mates to following up , solving the issue and stop the escalation of the issue. •Implementation of new Service Desk or Helpdesk and implementation of processes for these.•Checking if everything is running within SLA or violating SLA, Root cause analysis for SLA violation and protect this from violating SLA.•Resource Management in user site properly.•To generate new revenue from existing accounts.•To check the life cycle of each incident or problem logged in our service desk call logging s/w.•Arrangement for proper training for proper people for understanding the priority of an issue like which calls may be severity 1 ,then 2 ,3 etc.•To meet the clients in regular basis , understand their needs ,understand if our services are up to the mark or not , meeting with clients , preparing MoM and keeping track of all these meetings.•Maintaining rotational shift in service desk and help desks is a great challenge. Checking availability of exact number of service desk or help desk co- ordinator in different time in the desk •Weekly meeting with Configuration Management and Change Management Team.•Analysis the impact of any changes decided by Change Management team and reporting accordingly. Show less

Kolkata Area, India

• Configuring the antivirus (Symantec) and update at client end.• Outlook and Lotus mail configuration & troubleshooting.• Data Card, VPN Client & USB Data card configuration & installation. • Data and Mail Backup and restoration• Handling VIP User calls & tracking calls through BMC Remedy call Logging tool.• Installation of CMS Supervisor (call Center calling application), CRM, EPOS, NICE CALL LOGGER Supports & Troubleshooting • Troubleshooting issues related to… Show more • Configuring the antivirus (Symantec) and update at client end.• Outlook and Lotus mail configuration & troubleshooting.• Data Card, VPN Client & USB Data card configuration & installation. • Data and Mail Backup and restoration• Handling VIP User calls & tracking calls through BMC Remedy call Logging tool.• Installation of CMS Supervisor (call Center calling application), CRM, EPOS, NICE CALL LOGGER Supports & Troubleshooting • Troubleshooting issues related to LAN/WAN, VPN Client, Configuring Internet Options, proxy server’s settings & setting security levels for web content zones on client computers.• Creating Images of OS and Installation through Ghost and True image softwares. • Proficiently provided Onsite, Telephonic as well as Remote Support to the users with the help of Net Meeting, VNC and other remote access tools for various troubleshooting.• Maintaining and updating inventory detail of assets. Show less

Kolkata Area, India

I was posted in ITC Kolkata (Head Office of ITC ) as a Central IT Service Desk Coordinator.• Monitoring & tracking user calls using call logging tool (E-Helpline and now BMC Remedy 7.6) to ensure proper resolution and proper ticket updates. • Ensuring that IT SLAs are met and customers are provided with exceptional customer service.• To keep of proper documentation of every calls (hard copy and Soft copy).• Provide support to US processes delicately with client coordination on… Show more I was posted in ITC Kolkata (Head Office of ITC ) as a Central IT Service Desk Coordinator.• Monitoring & tracking user calls using call logging tool (E-Helpline and now BMC Remedy 7.6) to ensure proper resolution and proper ticket updates. • Ensuring that IT SLAs are met and customers are provided with exceptional customer service.• To keep of proper documentation of every calls (hard copy and Soft copy).• Provide support to US processes delicately with client coordination on site. • Troubleshooting escalated problem tickets to ensure smooth business operations. • Coordination with other Support Team for L2 & L3 Support• Supporting all remote offices and home-based users using MS communicator, Net meeting, Remote Desktop, & Team viewer. • Attending and provide support for issues of critical (VIP) users (AVPs & VPs). • Configuration of MS Outlook 2003, 2007 & 2010 for using with Microsoft Exchange. • Co-ordination with related teams for escalation and closure of calls within defined SLA. • Managing user accounts, groups, print queues and controlling access rights using Active Directory. • Creation, deletion and modification of AD objects. • Folder permissions and quota management on file server. • Responsible for Share Access Permission, as per company policy. • To unlock any authenticated user if he forgot the Windows log on password.• To make a Workstation to ITC standard with Windows Patches, Office Patches,IE Patches etc and with Antivirus, Spyware etc.for a new user.• After making the Workstation to the standard to join it to the required domain and to configure the mail client (Lotus Notes) in it.• To scan every system remotely every day to check the vulnerability.• To update the newly release patch in each PC.• To keep the track of our store room.• To make the Time sheet for me.• To follow up with the Vendors like IBM, HP. Show less

Greater Salt Lake City Area

• Setting up of customer networks between HCL NOC and customer end.• Installation and configuration of Network Equipments (Modem, Router).• Looking after the DOT & Exchange line activities.• Monitoring all the links with Network Management Tools and calculating uptime and downtime for each links.• Handling Internal & External Customer Calls, analyzing, troubleshooting and escalating the special cases to main NOC which was at Noida• Checking the links with Digital Loopback… Show more • Setting up of customer networks between HCL NOC and customer end.• Installation and configuration of Network Equipments (Modem, Router).• Looking after the DOT & Exchange line activities.• Monitoring all the links with Network Management Tools and calculating uptime and downtime for each links.• Handling Internal & External Customer Calls, analyzing, troubleshooting and escalating the special cases to main NOC which was at Noida• Checking the links with Digital Loopback and Analog Loop and if necessary from MUX.• Handling the LAN related calls of internal and external customers like Mail problems, Server access problem, exchange server related problems etc. Show less

10+2+3 Full Time Diploma, Computer Science & Technology, 84.5

12Th, Science, 65

Diploma In Computer Science And Technology, Computer Engineering, 76.4

Certificate On Ms Sql Server, Mssql Server, 88

Ccna, Wide Area Network, 94.9

Itil Ver 3, Itsm

10, All Subjects

12, Pure Science, 1St Division

12, Pure Science, 1St Division

Ccna, Computer Systems Networking And Telecommunications