Apr 2017 – Jan 2025 · 7 yrs 9 mos · Kolkata · On-site

• Key Responsibilities:
• Monitoring IT operations related to Network/Desktop/Laptop/Printers across the all East Zone locations.
• IT Peripherals and Hardware enhancement.
• Meeting the requirement of business related to Pc’s & IT peripherals.
• Managing Centralized Help Desk Centre.
• Monitoring of FM service Module for IT Infrastructure.
• Service Desk tool administration
• Performance Monitoring & Upgrade recommendations.
• 2nd level Management for Vendor Coordination.
• Supervisory responsibilities
• Administration & Monitoring of entire Service Desk Operation (East Zone-Kolkata)
• Roles and responsibilities regarding information security
• Non-disclosure of information
• Securing proper access rights to the IT Infra Operation.
• Ensure proper and accurate documentation.
• Responsibilities:
• Administration & Monitoring of entire Service Desk Operation (East Zone-Kolkata).
• 2nd level Management for Vendor Coordination.
• Administration of Service Desk/Helpdesk and FMS engineers.
• Knowledge and Skills
• Microsoft Server platform, Network, IT Operation and Management, Project Management. IT Applications administration & Monitoring. IT Hardware & Peripherals.
• Work Interfaces (Internal and External)
• Daily Interaction with the (East Zone-) branch users relating to IT support queries.
• Interaction with Vendors, Users
• Interaction with IBL Corporate Users for New Requirement.
• Interaction with Internal & External Application Team.
• Interaction with IT Procurement Department.

Jul 2016 – Apr 2017 · 9 mos

• Key Responsibilities:
• Managing major technology modules of the Project, following assessment of project requirements, determining appropriate technology, are ensuring efficient, cost-effective and timely project delivery. Managed all aspects of Project Document Control electronically parallel to all the hardcopies received and sent in relevant to Project Documents, Site and Office Administration Documents relatively to requisitions of the employees / clearance and general administrative files. Establishing project standards, developing project plans, master schedule/milestones and communicating the same to team members, users and other project participants. Formulating, reviewing and presenting requisite documents, project capability, best practice, scope definition, proposals, implementation, support services and risk mitigation.
• Administering security and access control policies to build/ maintain an IT infrastructure that delivers information in a reliable, secure, timely and cost effective manner.
• Developing/analyzing alternative approaches to system development problems and providing appropriate solutions for meeting technical needs at minimum cost, consistent with delivery dates of the project.
• Managing site helpdesk system as well as fostering clear channels of communication between internal technical teams and vendors to facilitate timely resolution of end user issues.
• SLA adherence, Resource management and Quality Assurance.
• Leading the team of 27 Network Engineers (Field and FM Services).
• L2 Network Administration and Support.
• Manpower management. Project management and Execution.
• Maintaining LAN components. Technical support of WAN connectivity Client
• Support Services for CISCO Components.
• Lead Delivery, technical support for all VSAT related issue (ATM/ VSAT Branches) under Bihar/Jharkhand.
• Security Trend Micro Implementation & support at all branches under Bihar/Jharkhand/Orrisa

Oct 2014 – Jun 2016 · 1 yr 8 mos

• Managing major technology modules of the Project, following assessment of project requirements, determining appropriate technology, are ensuring efficient, cost-effective and timely project delivery. Managed all aspects of Project Document Control electronically parallel to all the hardcopies received and sent in relevant to Project Documents, Site and Office Administration Documents relatively to requisitions of the employees / clearance and general administrative files. Establishing project standards, developing project plans, master schedule/milestones and communicating the same to team members, users and other project participants. Formulating, reviewing and presenting requisite documents, project capability, best practice, scope definition, proposals, implementation, support services and risk mitigation. security and access control policies to build/ maintain an IT infrastructure that delivers information in a reliable, secure, timely and cost effective manner.Developing/analyzing alternative approaches to system development problems and providing appropriate solutions for meeting technical needs at minimum cost, consistent with delivery dates of the project. Managing site helpdesk system as well as fostering clear channels of communication between internal technical teams and vendors to facilitate timely resolution of end user issues
• Key Responsibilities for Customer:
• I'm responsible for handling Jharkhand Region in terms of IT / WAN Operations and Support. This involves,
• 1.Manpower Planning and Development.
• 2.Customer Handling /relationship Management.
• 3.Implementation of IT/WAN Projects.
• 4.ITIL Operations Management.
• 5.Leading the team of 27 Network Engineers (Field and FM Services).
• 6.L2 Network Administration and Support.
• 7.Lead Delivery, technical support for all VSAT related issue (ATM/ VSAT Branches) under Bihar/Jharkhand.
• 8.AD 2008 (Active directory/Security Trend Micro) Implementation & support at all branches under Bihar/Jharkhand/Orrisa

Jan 2008 – Oct 2014 · 6 yrs 9 mos

• Key Responsibilities:
• Configuring and troubleshooting Cisco Routers, RAD/Tellabs modems and various technologies and protocols, Inter VLAN routing, EIGRP, static routing, Channelized E1, access-lists, ISDN-PRI/BRI, PPP, HDLC, static routing etc.
• Monitoring Core links of the different customers like PNB, LIC. Indian Bank, Union Bank of India, United Bank of India, National Insurance Company etc. Network Monitoring the Core links of the DC & DRS with the help of EMS tool, In case the links goes down first priority is to check whether the alternate link is working and also get the trouble ticket book with the ISP.
• Providing technical support to the HCL Helpdesk-Team resident at NC’s which manages and monitors the EIGRP Network Connectivity Remote locations of Banks.
• Implementation of ISDN PRI & BRI Solutions for providing a Backup Connectivity at each node of Bank’s Network.
• Providing Error-free end to end connectivity and troubleshooting of entire LAN, WAN Network.
• Assistance to HCL Comnet site Engineer and Coordination with Last Mile Procurement Team and NOC Team for new implementation and operational networks.
• Addressing performance bottlenecks and ensuring maximum network uptime.
• Extending support at helpdesk and L1 level to ensure smooth co-ordination.
• Timely follow up of critical issues and regular updates to management as well as Sr. engineers which Helps in reducing the down calls and escalation
• Working on Master sheet of connectivity report which categorizes all branches captured in the EMS Report according to CO/NCs and connectivity details provided in the sites such as Lease line, ISDN, Vsat and RF.

Oct 2006 – Jan 2008 · 1 yr 3 mos · Bihar, India

• Key Responsibilities:
• Configuring and troubleshooting Cisco Routers, RAD/Tellabs modems and various technologies and protocols, Inter VLAN routing, EIGRP, static routing, Channelized E1, access-lists, ISDN-PRI/BRI, PPP, HDLC, static routing etc.
• Monitoring Core links of the different customers like PNB, LIC. Indian Bank, Union Bank of India, United Bank of India, National Insurance Company etc. Network Monitoring the Core links of the DC & DRS with the help of EMS tool, In case the links goes down first priority is to check whether the alternate link is working and also get the trouble ticket book with the ISP.
• Providing technical support to the HCL Helpdesk-Team resident at NC’s which manages and monitors the EIGRP Network Connectivity Remote locations of Banks.
• Implementation of ISDN PRI & BRI Solutions for providing a Backup Connectivity at each node of Bank’s Network.
• Providing Error-free end to end connectivity and troubleshooting of entire LAN, WAN Network.
• Assistance to HCL Comnet site Engineer and Coordination with Last Mile Procurement Team and NOC Team for new implementation and operational networks.
• Addressing performance bottlenecks and ensuring maximum network uptime.
• Extending support at helpdesk and L1 level to ensure smooth co-ordination.
• Timely follow up of critical issues and regular updates to management as well as Sr. engineers which Helps in reducing the down calls and escalation
• Working on Master sheet of connectivity report which categorizes all branches captured in the EMS Report according to CO/NCs and connectivity details provided in the sites such as Lease line, ISDN, Vsat and RF.