Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Snehasish Biswas

ITIL IT Service Management
Kolkata

Summary

ITIL 4 ITSM professional with a strong passion for optimizing IT service delivery and ensuring alignment with business goals. Seeking a challenging role to apply my expertise in ITIL practices and contribute to the success of an organization's IT service management initiatives.

Overview

12
12
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
4
4
Languages

Work History

IT Specialist

LTIMindtree
Bengaluru
10.2017 - Current
  • Manage the Service Desk and staff to provide 1st level technical support; answering support queries via the telephone, using remote desktop tools.
  • Performed quality evaluations of Help Desk services and designed programs for continuous service improvement.
  • Managed allocation of resources within the team, provided guidance support and performance management to team members.
  • Monitored Service Desk operations and escalated tickets to ensure client’s problems are handled as expeditiously as possible.
  • Trained and groomed Service Desk analysts on operational procedures and troubleshooting techniques.
  • Overseen Service Desk problems and resolutions to determine trouble trends and problem support areas and to ensure support procedures are being followed.
  • Provided management reports on Service Desk operations
  • Updated help desk manuals and guidelines as technology needs changed with new software applications
  • Evaluated team-member technical skills and provided corrections plans as needed.
  • Analyze Incident trends, and recommend and implement actions, with approval, to reduce Incidents.
  • Monitored progress toward goals.
  • Actively participated in replying to ServiceDesk solution for RFP received also demonstrated it during Client engagement.
  • ServiceDesk hiring, setup and transition.
  • Performed assessment of IT environment and implemented ITIL/ITSM framework to deliver best practices and industry standards for service delivery as an ITSM Leader.
  • Led the implementation and enhancement of ITIL 4 framework within the organization, resulting in improved service quality and alignment with business objectives.
  • Played a key role in the planning and execution of major IT service transitions, ensuring minimal disruptions and successful deployments.
  • Implemented service level management practices, defining SLAs, KPI to meet business requirements.
  • Collaborated with the IT leadership team to align IT services with business strategies, resulting in enhanced business value and improved service delivery.
  • Responsible for analysing, planning, implementing, monitoring and contributing towards continual improvement across all Service Modules.
  • Working as a process Manager and responsible for maintaining ITIL standards for various service modules like Incident Management, Service Request Management, Problem Management, Change Management, ITOM, Asset Management, CMDB.
  • Hands on experience in Service Now, Symphony Summit AI, BMC Remedy, O365 applications.

Senior Technical Support Analyst

NTT DATA
Bengaluru
02.2017 - 09.2017
  • Responsible for taking control of and resolving Complex Technical and Escalated User issues.
  • Documents and Simulates Complex Users issues to find solutions and fixes Users inquiries and problems & may dispatch additional service as necessary.
  • Provide Technical support with Issue Resolution Phone/Chat/Email.
  • Perform Activation/Deactivation of User accounts through active directory, Exchange admin.
  • Configure application o365, mainframe AWD, VMware, Airwatch applications.
  • Identify and provide inputs on unique (or) recurring User issues.
  • Following up with teams for complex issues and deliver resolution within the stipulated SLA.
  • Provide support to the clients in using system and software applications.
  • Identify, correct & advice on the operational issues in client computer systems.
  • Responsible for creating daily dashboards, monthly MTD reports, telephony stats, Agent performance report.
  • Responsible for implementing new ideas for effective customer service quality

Incident Management Coordinator

Capgemini India P.V.T Ltd.
Kolkata
02.2014 - 08.2016
  • Been proactive in creating solutions and resolving problems by taking ownership and initiative for problem resolution, spot potential problem areas, analyzes solutions, propose resolution and ensure implementation.
  • Worked as SME for maintaining the team SLAs.
  • Well versed with different ticketing tools such as ITSM, BMC, SERVICE NOW, etc.
  • Embrace working in a team setting. Know your teammates; give them credit for their successes and offer help and assistance.
  • Providing support in the field of MS Office Applications, O365.
  • Provided support via Remote Desktop such as Bomgar, Team Viewer, SCCM console.
  • Handling Client Calls and Updates.
  • Chasing Different Support teams.
  • Maintaining the Issues & Escalation Tracker.
  • Attending Weekly/Daily Conference Calls with Clients or Support teams.
  • Providing KT and trainings on a regular basis for backups/new hires as and when required.
  • Involves Change logging task and liaising up with the change management team for smooth process flow.
  • Member of a panel for voice and accent trainers for the desk.
  • Issuing Reports on a daily, weekly or monthly basis as required by the client.
  • Monitoring the Incident backlogs and analyzing the incident closures as per the Client defined SLA.
  • Preparing the Breached Incidents Analysis.
  • Preparing the Re-Opened Incidents Analysis.
  • Creating Dashboards for client representation of the Weekly incident trends based on Incident Patterns.
  • Coordinate monthly business reviews with internal management
  • Creating Dashboard on Team Performance Management.

Sr. Desktop Support Analyst

Gruppent Solution Pvt. Ltd.
Kolakata
02.2012 - 02.2014
  • Determine users’ technical needs and provide them with appropriate solutions
  • Install hardware, software and device drivers on standalone computers
  • Install and configure computer networks including LAN and WAN
  • Manage network configurations to ensure that all computers on a network can communicate effectively
  • Test computers peripherals, hardware and software to ensure that they are working appropriately
  • Upgrade software, patches and operating systems on a continuous basis
  • Install and configure monitors, keyboards and printers
  • Troubleshoot hardware and software problems
  • Ensure that all computers are secured effectively by installing and updating antivirus software
  • Set up and organize IPs appropriately
  • Train users on new software
  • Analyze network problems and manage preventative maintenance procedures
  • Explain the role of network applications and equipment to the end users
  • Maintain documentation of technical maintenance procedures carried out
  • Act as a technical resource in order to assist users with resolving computer issues
  • Answer tickets and emails pertaining to users’ computer problems

Education

Master of Computer Applications - Computer Science

Netaji Subhash Engineering College
INDIA
01.2015 - 08.2017

Bachelor of Computer Applications - Computer Science

CIEM
India
01.2010 - 08.2013

Skills

IT infrastructure Management and Support

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Certification

ITIL 4 Foundation Certificate in IT Service Management

Timeline

IT Specialist

LTIMindtree
10.2017 - Current

Senior Technical Support Analyst

NTT DATA
02.2017 - 09.2017

Master of Computer Applications - Computer Science

Netaji Subhash Engineering College
01.2015 - 08.2017

Incident Management Coordinator

Capgemini India P.V.T Ltd.
02.2014 - 08.2016

Sr. Desktop Support Analyst

Gruppent Solution Pvt. Ltd.
02.2012 - 02.2014

Bachelor of Computer Applications - Computer Science

CIEM
01.2010 - 08.2013

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