Sujata Pal Phone Number: +91-981*******/+91-11-250****

E-mail: ab92pl@r.postjobfree.com

Career Objective

I seek to work in an environment of growth and learning, whereby I can employ my skill to contribute

to the organisational development and my career progress. My core competencies include,

Possess excellent interpersonal & ability to communicate at all levels.

Strong analytical, evaluation & interpretation skills.

Project Management, Service Desk Management.

Experience in understanding client requirements, eliminating unnecessary procedures & accordingly fine

tuning the processes as per the new guidelines.

Ability to multi-task & meet deadline in a timely manner.

Proactive/Industrious team member.

• Knowledge of ITIL methodology.

Work Experience

Sysnet Global Technologies Pvt. Ltd. (HP-Ericsson Project) Since August, 2010

Sr. Project Coordinator

Job Description:

• Participate in Governance meeting with Client to understand requirements to convert

RFS/Opportunity into Projects.

• Coordination of projects from beginning to end.

• Understand and keep track of professional relationships with its clients.

• Actively help teams to meet the project milestones, overall schedule and quality goals.

• Internally, coordinate project meetings, deliverables, individual responsibilities,

documentation, meeting notes.

• Assist the Project Manager/Program Manager to plan and schedule project timelines and

milestones using appropriate tools.

• Keeping track of the Implementation Cost Projects Tracker file.

• Assist the PM in developing and delivering project reports, proposals, requirements

documentation, and presentations on weekly basis

• Participate in the project Kick off meeting to understand the requirement from local

perspective & help PM to understand the requirement as per site.

• Follow up with the PM to get the estimate of the project.

• Follow up with the Network, ITTE & other teams for the BOM, Subnet or any other

requirement of project

• Co-ordination with various Movers & Packers for any local Shifting/relocation required in the

Project.

• Preparation of various project related templates/forms as required.

• Manage IMAC (Gordon) requests tracker for printer Move/Add/Remove at all India sites.

• Timely publishing of daily, weekly and monthly project presentation internal and external.

• Evaluating the equipments needed as per the project requirement with customer.

• Follow up with project team members on open issue logs and unresolved project tasks.

• Monitor the Implementation/Change Window & Arrange onsite/on Call basis for remote

locations/assistance to Offshore resources/PM.

• Preparation of report & documents as required for the project

updates/activities/process/MOM.

Service Desk Analyst

Job Description:

• Keep a check on calls logged, updates on calls and Timely Closure to maintain the SLA

• Gather data required to conduct analysis from several sources, compile it together in

prescribed format to prepare summarized report.

• Perform analysis of the given data & draw accurate inferences, in accord with the objective of

the analysis.

• Rework on the negative feedback provided by users in C-SAT survey.

• Knowledge of ticketing tools BMC Remedy & HP OpenView Service Center.

• Monitoring Incident that are being handled by Incident management team & take steps to

proactively address issues when they aren’t progressing.

• Preparing & maintain Daily, Weekly & Monthly MIS report.

• Establishment of schedules, monitoring of performance compared to schedule commitments,

proactive identification of risks and opportunities, and recommendation of actions to drive on-

time performance.

• Knowledge Ms Excel (V-Look Up, H-Look Up, Pivot, Chart, Filter, Average, Percentage,

Conditional Formatting, Concatenate Formula and All General Formula.

Previous Work Experience

RT Outsourcing Service Limited (HP Project) July’2006-March’2010

Technical Support Engineer

Job Description:

• Responsible for supporting Front line Technical Support for HP Desktops, Laptops,

Workstations, Thinclient and handling differential Support for Key Accounts/High touch.

• Providing technical assistance for HP commercial and consumer notebooks.

• Troubleshooting issues associated with windows & windows based applications, computer

hardware, LAN & other peripherals related issues.

• Installing & configuring various Operating systems, E-Mail clients, and various other

software and applications.

• Knowledge of WFM tool for logging Complaints

• Providing help online for OS Recovery in Laptop & Desktops

• Guiding user in Manual installation of Drivers.

• Providing Technical & Process related coaching/support to the new starters.

Services Desk Engineer

Job Description:

• Provide first line support for help desk to internal DLF employees.

• Diagnose, troubleshoot & resolved hardware, software or connectivity problems

• Escalate problem/task when appropriate to internal IT senior staff or third party partner.

• Respond to telephone calls, emails & personnel request for technical support.

• Track & monitor the problem to ensure timely resolution.

• Handling Call Management via Co desk tool (used to log user’s complaints & close after

proper solution with user confirmation.

• Handling IMAC (Install/Move/Add/Change) activity for all Desktop/Laptops.

• Handling user Account from Active Directory (Password Reset, Unlocking Accounts,

Changing Display Name, Modification in E-mail ID)

• Configuring & troubleshooting Microsoft outlook on client system.

• Desktop sharing with the help of Remote Access Tools (Net meeting, Remote Assistance,

Team Viewer & WebEx tool).

• Software Installation (MS Office, Cadian & other Standard Desktop Application)

• Troubleshooting DLF Intranet site (DLF connect, RAMCO)

Academia

• Completed B.Tech Electronics & TeleCommunication from Institute of Electronics &

Telecommunication Engineers, New Delhi in 2007.

• Completed Diploma in Electronics & Communication from Meera Bai Polytechnic,

Government of Delhi in 2002.

• Completed +2 Science from Kendriya Vidyalaya, New Delhi in 1999.

Training

Bharat Electronics Ltd., Ghaziabad March’2003-March’2004

Technical Apprentice

Job Description:

• Testing & Troubleshooting of Reporter Radar modules like TV Monitor, Receiver, High

Voltage supply, ADC converter and Control Panel.

• Knowledge of different Testing / Measuring equipments like Signal Generator, Frequency

Counter, Multimeter, Power Meter, CRO, Pulse Generator.

Technical Skills/Certifications

• ITIL Foundation Certificate in IT Service Management (V3 Certified).

Achievements

• Awarded as “Star Performer” of the Quarter (Apr-Jun’07).

• Awarded for achieving 100% towards “Remote TCE Excellence” from HP.

• Awarded for achieving the “Best Quality Score” of the Month (May-Jun’07).

• Awarded as “Top Performer” of the Month (Feb’08).

• Awarded as “Best Performer” of the Quarter (Jan-Mar’2011).

Personal Dossier

• Date of Birth: 23/10/1981

• Languages known: English, Hindi and Bengali

• Current Location: New Delhi

Contact this candidate