Sangeet Ghosh Email: - [email protected] Mobile: - +91-7893092360, +91-8978042165 ________________________________________________________________________________________________ Objective:- To be associated with an organization that provides me an opportunity to use my ITIL based skills and to further improve upon them by being associated with a dynamic team that gives me scope to widen my horizons and attain job satisfaction. I wish to extend all my efforts to the growth and development of the organization through creative and innovative ideas. Career Snapshot:- ITIL V3 Certified Professional with high Experience in all facets of Software Design, Deployment, Support and Project Execution. Proficient in conducting system testing techniques in all phases of software development with ability to lead groups to address complex technical issues. Acquired extensive experience & expertise in executing full life-cycle development projects; ramped up projects within time, budget & quality parameters, as per the best practice guidelines. Professional Certifications:- • ITIL V3 (F) Certified Registration Number:-5321219.20383406 Effective from:- 29th March 2015 • Service Now Certification in 2018 (Pursuing) • Scrum Certification in 2013 • GNIIT Certification in 2001 IT Skills:- • Well versed with MS office and internet applications. Educational Qualification:- • M.Com. from H.N.B.Garwal University 2001 • Diploma in Web Centric Curriculum (GNIIT) from NIIT, Dehradun.2001 Notable Credits:- • Recognised for receiving o Best Performer- on the Spot Award twice for outstanding contributions. o Appreciations in Verizon for excellent customer service and total resolution provided to customers. o Appreciations certificates in Redington for excellent customer service and total resolution provided to customers. • Distinction of developing accounting software for certain small scale units. (2002) • Successfully helped in setting up of a small unit dealing with computer selling and technical solutions in 2004-2008. • Been the Lead Change Manager for legal programs, short term projects and many billing improvements and creation of Telecom products like discounts, waivers, late payment charges, third party management etc. • Pioneered the concept of software robot for the fallout department, which either automates the manual work to fix the fallout or fixes the root cause outside of the system responsible for it. SYNOPSIS:- • One of the Major Volume puller and among the top three people from 2009 to 2014 in aspect of Incident and Problem Management. • PC proficient in Microsoft office applications with extensive knowledge of system capabilities and Expertise in presenting the reports in various formats by using Microsoft Office Suite (Outlook, Excel, Word & PowerPoint). • Have increased alignment of IT services to the Customers’ business requirements. • Strong abilities in contributing to design, development, testing, troubleshooting and debugging of the software. • An effective communicator with strong analytical, problem solving and organizational abilities with proficiency at grasping new technical concepts quickly & utilizing the same in a productive manner. • Successfully worked with the teams and drove cross functional teams to synchronize their efforts to achieve business goals. • Ensure that key Service Management/Delivery criteria are met to acceptable levels of service e.g. training, support documentation, security compliance, testing sign-off, defined service level(s) and resource. • Astute Mind to analyze Problems and formulate appropriate Solutions. EMPLOYMENT HISTORY:- Nov’08-Dec’17 with Verizon Data Services India Growth Path: Joined as Analyst, elevated to Specialist Job Profile:- • Drive Customer Experience of Service Delivery by leading ITIL based Service Operational Excellence Team for an account or set of accounts. • Minimize the impact and verify all the changes are effectively and efficiently managed. • Gain a better understanding of risk from changes and the management of risk. • Managing escalations in terms of a first point of contact during the agreed hours of support and taking responsibility until resolution. • Ensuring timely SLA coordination with queue managers technician and completion of incidents, outages, alerts and Requests. • Extensively worked on SLA Reports Metrics and deliver to project management team across globally to review status on daily basis. • Publish SLA Reports across all the categories for monitoring performance by the stake holders. • Responsible for ensuring all incidents and outages are opened in the timely manner, properly documented, tracked, and resolved. • Preparing the KPI Reports as per the account requirement under pooling environment. • ITIL experience and how to run support process & reporting function along a defined framework on SLA reporting to global clients for their Incident, Change, Problem and SR Management. • Provide Leadership across the 5 critical management processes (Incident Management, Escalation & Notification, Service Restoration, Root Cause Analysis and Daily Service Review ensuring service effectiveness. • Lead the customers (internal and external) on the Journey to Next Generation Delivery. Identify opportunities to explore new technologies and Services to enable for sales and invite more business. • Adherence to customer / client laid down processes and Verizon defined processes and facilities. • Focus on Account/Customer Satisfaction, Interaction Effectiveness, Problem solving, Team Initiatives, Work habits, Verizon policies. Accuracy of work and ensuring quality delivery. • Attending Daily and Weekly review calls in order to keep pace with the changes being implemented in the process. • Liaising with PMOs and product lines to ensure customer experiences minimal downtime and Review and send out communications to the senior managements and client as agreed upon by the client. Jun’08-Oct’08 with Kasiga School, Dehradun as Network Engineer Job Profile:- • Responsible for handling and maintaining the servers, desktops and laptops. • Checked the smooth going of network and handled and maintained firewall & switches. • Maintained the login accounts of Principle, Teachers and Students. Sept’06-May’08 with Redington India Ltd., as Customer Support Engineer Job Profile:- • Handled the annual maintenance contract customers as a Residential Engineer. • Accountable for o Providing onsite support to the customers of HP, COMPAQ, and IBM desktops and servers. o Cater the needs of the customers scattered over huge area of Uttarakhand (Dehradun, Haridwar, Nainital, and Rudrapur etc.). Sept’02-Aug’06 with Infosoft Consultants., as System Engineer Job Profile: • On Site Customer Support , Installations of Desktop, Laptops, Servers, and Printers, Handled the Network Administration and AMC Customers • Showroom Manager to sell the Peripherals of Computers and Desktops, Laptops and printers of HP, Compaq • Accountable for o Providing onsite support to the customers of HP, COMPAQ, and IBM desktops and servers. o The Doon School, RIMC, Asian School, Rohan Motors, Uttarakhand Vidhan Shabha, Secretariat, Retail Segment. PERSONAL DETAILS:- Date of Birth 20th August 1978 Address Pragathi Nagar, Kukatpally Hyderabad Telangana State