Satyaki Bose

Service Management Consultant - Project Lead at TCS

acgiuv@r.postjobfree.com

Summary

ServiceNow Certified System Administrator (Transcript - 04000028)

Project Management (2013) Certified - Brainbench (Transcript ID - 11758803)

Windows 8 Desktop Administrator - Brainbench (Transcript ID - 11758803)

SCRUM - Body of Knowledge - Udemy (Transcript ID - UC-1URA5YWP)

PRINCE2 Foundation Course - Udemy (Transcript ID - UC-NMDHQVWW)

Currently working as a ServiceNow Developer/ Consultant. Customization of the application as per client

requirement. Handling Standard/ Non Standard Change Processes. Having an over of 5.5 yrs experience in

ServiceNow Development and Consulting. Also worked in migration of BMC Remedy to ServiceNow.

Areas of Expertise: Service Management, ServiceNow ITSM Developer, Proficient with the BMC’s Remedy

Tool, Incident Management Console, ManageNow, Tivoli Service Desk (TSD). SAP Logon Pad including

ICON, ICON(BW), EBS, EBS(BW), eRoom Support (L2), Active Directory

Experience

Service Management Consultant at Tata Consultancy Services

April 2013 - Present (1 year 7 months)

Onsite Project Lead - Philip Morris International.

Global IT Service Management Consultant.

Development and Support for ServiceNow ITSM tool.

Also responsible for daily run and support activities, and priority tasks.

Monthly report generation on the service delivered to client, no of incidents created/ resolved, developments

carried out for the current quarter, issues encountered with ServiceNow instances and their resolution/fixes.

Initially started with Agilent Technologies, for supporting their ITSM tool HP Service Manager, due to

proficiency in Service Management Tools. Designed the disaster management document for the client, with

low level and high level design architecture.

ServiceNow Support Analyst at Tata Consultancy Services

May 2012 - March 2013 (11 months)

SMIS and AIR are customized version of ServiceNow.

Worked as developer and admin for the tools. Handling incidents/problem and change management related to

the tool. Customized the tool as per client requirement. Also responsible to upgrades and releases of both the

environments. Well versed with Java and PL/SQL.

Responsible to instance upgrades/cloning and deploying the enhancements onto the production environment.

Page1

Service Desk Analyst at Tata Consultancy Services

March 2011 - February 2012 (1 year)

Supporting internal employees of EarthLink Inc, with their IT Infrastructure Support. Handling & facilitating

Incident & Project Management. Handling escalations and working on medium and critical incidents reported

as and when by client. Successfully handled transition of project and knowledge transfer from previous

vendor to TCS.

Client Technical Support Engineer. at Dell

September 2010 - March 2011 (7 months)

Worked on Oracle Siebel CRM tool.

First hand experience with Small and Medium Business customer.

Apply fixes for Dell XPS systems, application and system troubleshooting.

2 recommendations available upon request

IT Support & Service Analyst at IBM India Pvt. Ltd

January 2009 - September 2010 (1 year 9 months)

IT Infrastructure Support.

System and application support/maintenance.

Perform application troubleshooting and apply fixes.

Dispatcher for BMC Remedy Service Management Tool.

1. Distribute ticket to analysts, as per their specializations.

2. Report generation for clients and vendors on a monthly basis.

3. Maintain knowledge base articles and regularly update them.

Successfully handled two projects in the span of 22 months.

Service Desk Ticket Reduction (reduced the ticket count of SD from 4000 to 700+ tickets in a span of 3

months). Coordinated with various support teams and reduced the ticket count.

Project Vista - Successfully deployed Windows Vista on 64000+ clients (from Windows 2000), within a span

of 5 months, with 87% customer satisfaction.

1 recommendation available upon request

Honors and Awards

3 years of Service in Tata Consultancy Services Limited

Tata Consultancy Services Limited

April 2014

Successfully completed 3 years of service in Tata Consultancy Services Limited

Page2

Certifications

Windows 8 Desktop Administration

Brainbench License 11758803 February 2014 to February 2017

Project Management

Brainbench License 11758803 February 2014 to February 2017

ServiceNow Certified System Administrator

ServiceNow - The Enterprise IT Cloud Company February 2014

PRINCE2 - Foundation Course

Udemy License UC-NMDHQVWW September 2014

SCRUM Study

Udemy License UC-1URA5YWP September 2014

Volunteer Experience

Onsite Project Lead at Tata Consultancy Services

Courses

B.Tech, Computer Science & Engineering

Sikkim Manipal University of Health, Medical and

Technological Sciences

Bachelor of Technology 200411101

Skills & Expertise

ServiceNow

BMC Remedy

IT Service Management

Service Delivery

Identity Management

AJAX

SOAP

Web Services

Oracle Enterprise Manager

JavaScript

Service-Now

Active Directory

ITIL

Service Desk

Page3

Service Management

Technical Support

PL/SQL

Organizations

IBM India Pvt. Ltd

IT Support & Service Analyst

January 2009 to September 2010

Dell International Services.

Client Technical Support Engineer.

September 2010 to March 2011

Tata Consultancy Services.

ServiceNow Consultant - Incident/Change/Problem and Content Management.

March 2011 to Present

Projects

Backlog Reduction - IBM India Pvt Ltd.

May 2010 to August 2010

Members:Satyaki Bose

The project was to reduce 14000 tickets/ incidents that were pending and awaiting closure. These incidents

were either awaiting user confirmation or a delay from resolver group. Was incharge of cordination between

client and resolver groups within IBM and 3rd party support.

Project Vista - IBM India Pvt Ltd.

January 2009 to September 2010

Members:Satyaki Bose

Dealt with deployment of IBM systems configured with Windows Vista for client. One of the largest

deployment of 65000 user within 3 months time and also providing support for their application and IT

Infrastructure. Creating new user id's and account/ domain administration.

Education

Sikkim Manipal University of Health, Medical and Technological Sciences

B.Tech, Computer Science & Engineering, 2004 - 2008

Vikas Junior College

Intermediate, Science, 2002 - 2004

Little Flower School

Page4

C.I.C.S.E, General, 1990 - 2002

Activities and Societies: 3 Times Gold Medalist in Shot Put Throw & 1 time Silver Medalist in Tug of War.

Honors and Awards

Driving down outstanding incidents in IBM~ 14,000 incidents in the environment within a span of 45 days.

Interests

Research on new and advanced framework for Global Service Delivery to clients.

Page5

Satyaki Bose

Service Management Consultant - Project Lead at TCS

acgiuv@r.postjobfree.com

3 people have recommended Satyaki

"Satyaki is a hard working, dedicated and punctual team member, and has qualities of Team Work and is also

a Good Team Player"

Soumen Das, Identity and Access Administrator, IBM, worked directly with Satyaki at Dell International

Services.

"Satyaki has always been a trend setter among the peers of his batch. We as his juniors in college and in

professional life, have always looked up to him for his wise suggestions and career moves to streamline

respective career fields. He is an innovative thinker and out of the box implementer, Although I have not

directly worked with him, but have always sought advice and technical implementation details in many

issues. On the informal end of description, he is a charming personality and also great friend to share light

moments."

Amar Akshat, Student, Sikkim Manipal Institute Of Technology, was with another company when

working with Satyaki at Dell International Services.

"Satyaki is a Responsible, Punctual and dedicated person. A Good Team Member."

Soumen Das, Project Managment team Member IBM, IBM, managed Satyaki indirectly at IBM India Pvt.

Ltd

Contact Satyaki on LinkedIn

Page6

Contact this candidate