Suvojit Banerjee

Supervised the comprehensive IT infrastructure operations for the Western District Marketing of TMD, serving a user base of over 700 individuals. ✓Managed IT operations across multiple branches located in Mumbai, Ahmedabad, Pune, Nagpur, and Bhopal, ensuring seamless connectivity and support. ✓Oversaw the semi-automated warehouse facility, optimizing technology use to enhance warehouse operations. ✓ Delivered high-quality IT management, leveraging skills in Cloud Computing and AWS IAM to create a robust infrastructure. ✓ Streamlined IT processes and operations, achieving significant improvements in efficiency and response times across the Western region.

✓Boosted IT support response time by 35% and user satisfaction by 10% through ticketing system optimization, reducing support ticketbacklog by 50%. ✓Implemented MFA for 240+ cloud administrator accounts, enhancing security posture by 87%. ✓Managed IT infrastructure for 4500+ devices across multiple sites, increasing workflow productivity by 73% through effective VLAN &BASE LAN setup. ✓Maintained a CSAT score of 95% with an 85% first call resolution rate, devising strategies that increased positive feedback by 50% andreduced complaints by 40%. ✓Managed a Rs.100 Cr. asset portfolio, overseeing procurement and lifecycle tracking, which streamlined asset processes and boostedsatisfaction by 50%. ✓Coordinated across Indian branches and advised Regional Service Delivery Owners, ensuring seamless operations and compliance withSEZ laws and tax requirements. ✓Resolved incident tickets with 98% SLA support, facilitating a successful transition to remote work during COVID-19.

✓Resolved 50+ complex SAP IS-U Billing incidents monthly with 98% SLA compliance, enhancing billing accuracy and client satisfaction. ✓Supervised team of 75 agents for 3.5 years as backup TL, enhancing KPIs and boosting morale through coaching and effective escalationhandling. ✓Provided comprehensive SAP IS-U Billing support for a major utility, overseeing 175+ business cycles from setup to invoicing. ✓Performed root cause analysis on recurring billing errors, implementing solutions that reduced billing exceptions by 20%. ✓Monitored critical billing batch jobs, reducing job failures by 15% through proactive issue resolution. ✓Maintained 99.75% accuracy resolving 676 queries and escalations across multiple communication channels, ensuring 24/7 operationalsupport.