Soumyadip ChatterjeePhone: (+91) 8971402874 | Email: sammseeksjob@outlook.comAddress: Electronic City. Bangalore. 560100

S U M M A R YTwo and Half years of hands on experience in IT Infrastructure and Application Support. Excellence in Major Incident Management and Service Level Agreement in line with Information Technology Infrastructure Library guidelines.

E X P E R I E N C E

IT System Analyst, Unisys India November ’16 – Present

+ Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.

+ Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements.

+ Determines if an incident needs to be escalated according to priority and severity of issue.

+ Ensure that Incidents assigned to their Support Groups are resolved and that service is restored.

System Analyst, Wipro Limited May ’14 – October ‘16

+ Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.

+ Assign unresolved Incidents to appropriate Tier 2 Support Group . Log all Incident/Service Request details, allocating categorization and prioritization codes.

+ Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) Provide first-line investigation and diagnosis of all Incidents and Service Requests Verify resolution with users and resolve Incidents in ITSM tool.

E D U C A T I O N

Karnataka State Open University. 2015

Bachelor of Arts.

S K I L L S Incident Management

IT Infrastructure Management

Application Support

Desktop Administration

VPN

Active Directory

Virtual Server

ITSM

H O B B I E S Music

Travelling

Filming

P E R S O N A L I N F O R M A T I O N DOB - 09/05/94

2