Management Quality Control

PREMJIT S. BASAK

732-***-**** • 732-***-**** • ************@*****.***

EDUCATION

Master of Business Administration September 2012 – Present

DeGroote School of Business, McMaster University

M.Engg. Computer/Electrical Engineering, Computer Networking September 2006 – December 2008

University of Ottawa, Ottawa, ON; GPA: 3.6 / 4.0

B.S. Computer/Electrical Engineering September 2002 – May 2006

New Jersey Institute of Technology, Newark College of Engineering, Newark, NJ; GPA: 3.4 / 4.0

EXPERIENCE

Business Manager, Jolera Inc. (Toronto, ON) November 2010 – February 2013

• Managed a team of 3 project managers and 7 deployment technicians with varying technical expertise

• Led this team to deliver over 370 projects grossing over 2 million in revenue

• Key projects delivered:

World Vision Canada- IBM Lotus Notes to Microsoft Exchange 2010 Migration

o

Ontario SPCA – XenApp 6.5 deployment

o

AECEO – Infrastructure migration to the Cloud

o

o Broadgrain Commodities – Deployment and migration to VMware High Availability

Infrastructure

o Centerra Gold – Microsoft Exchange audit for four global site

o Right to Play Canada – File server migration from Citrix Xen to VMware Platform

o Liberty Utilities/Algonquin Power – Microsoft Exchange 2010 Migration, cross-forest

federation, Blackberry Enterprise Server migration

UNICEF Canada – SQL and Raisres Edge Performance audit

o

• Coordinated with the President and the CEO to ensure quality control, project timelines, budget and

stakeholder requirements

• Developed new program tools, templates and automated processes for efficient management of projects

o Successfully incorporated ROI and PNL analysis to enhance forecasting and the cost matrix,

customizable for various projects needs

o Designed an automated invoicing system with the finance team to transition from a manual

process reducing the time involved from 5 to 2 days and simplifying the collection process

• Validated and implemented all modifications in the ERP, CRM software (Connectwise), and addressed

all support-related questions as the primary contact

• Supervised the marketing team to optimize the company website and marketing materials (product

brochures and monthly newsletters) for the existing and potential clients

• Pursued new clients independently, and developed relationships with key vendors (reseller agreements

and partnerships) to grow and diversify the business into new markets

• Prepared RFP for clients, and strengthened relationships with existing clients by communicating with

them on a regular basis, and maintained client-first approach

IT Analyst, GlaxoSmithKline March 2009 – November 2010

• Provided IT support, both on-site and remotely, by tracking and resolving incidents and service requests

• Reviewed and maintained records of incidents from customers using the IT Service Management System

(Remedy)

• Monitored status and progress of incidents, and confirmed resolution and closure of incidents

• Communicated with affected clients to provide status updates

• Monitored and followed escalation procedures relative to the appropriate service and Service Level

Agreement (SLA)

• Resolved incidents by the established SLA targets, either by first-call resolution or by escalating to

support groups when resolution cannot be found during initial support

• Provided ownership, and managed the Incident Management life-cycle including: Incident Detection and

Recording, Classification and Initial Support, Investigation and Diagnosis, Resolution and Recovery,

Incident Closure, Monitor, Notification, and Escalation

• Assisted in mentoring, facilitating, and coordinating process-activities including adherence, and

publishing metrics of management and major incident resolutions

• Developed training software programs such as elearning modules for new business applications

COMPUTER SKILLS

Technical Expertise:

Windows NT/XP/Vista, Windows 2003 Server, Windows 2000, Windows 7, MS-DOS, LINUX, VOIP,

LAN/WAN, VPN, SMTP, DNS,MPLS, IPSEC,BGP,QOS, Wi-Fi, LAN and WAN a wireless environment,

troubleshooting PC workstations, network printers, windows mobile devices, remote desktops, asset

management, VMware, AMPS, IS95, CDMA, GSM, 1X-RTT & 1XEVDO, BES, BIS and Active Sync

Languages:

HTML, C, C++, Assembly Language (Motorola 68000), Visual Basic

Software / Applications:

Ethereal, DsPro Sniffer, Microsoft Office 2003 / 2007 / 2010, MS Excel, MS Word, MS Outlook, MS Visio, MS

Access, Matlab, Pro-Engineer, P-spice, phoenix, Oracle, Citrix, LabVIEW 8.5, Lotus Notes, net-op, Remedy,

Active Directory, System Management Server (SMS), Connectwise (ERP Software)

CERTIFICATIONS

Windows Mobile 5.0 Specialist

BlackBerry Certified Support Associate T1 v4.1+BIS

BlackBerry Certified Support Associate T1 v4.0+BIS

AWARDS

Dean’s list: Fall 2004, Spring 2005, Fall 2005, Spring 2006

Gold prize in Electrical Engineering Senior Design Project Competition

Contact this candidate