1. 0000ANIRBAN MONDAL
Mobile No.: 09836049649/E-Mail: anirrban.mondal@gmail.com
JOB OBJECTIVE
Seeking assignments in ServiceDelivery/ProjectManagement/ ITIL Management with an organization of high repute in IT/ ITES industry
PROFILE SUMMARY
 Microsoft Certified Solutions Associate with 4 years of experience in:
Incident Management ITIL Management
Project Management Service Delivery Management IT Operations
 Presently associated with Accenture Pvt. Ltd., Kolkata as Service Management Senior Analyst
 Skilled in reviewing and updating SOP & OPS for any scheduled maintenance
 Deft in managing online banking like Router, Switches, Server Network, Asset, etc.
 Adept in SAP installation, upgrade, migration, client adm inistration, system management and troubleshooting
 Sound knowledge on ITIL V3 Model, Data Communication, Computer Hardware Components, Computer Assembling & its
Maintenance, Networking and Troubleshooting of Computers, Printers & related Peripherals
 Hands-on experience in handling Compaq, Lotus Notes and IBM E-Series Servers
 An effective planner with good leadership and people management skills
CORE COMPETENCIES
Incident Management Project Management Stakeholder Management
Service Delivery Management Change Management Problem Management
Move/Transaction
 Responsible for transaction of upcoming projects in process
 Interacting with clients regarding issues related to Process, Operations & Escalations
 Reviewing and updating Process Documents
 Arranging preparation and documentation of reports before regular conference calls and other feedback sessions
 Publishing reports to monitor technical team performance and pending issues
ORGANIZATIONAL EXPERIENCE
Since Jun’13 Accenture Pvt. Ltd., Kolkata Service Management Senior Analyst
Key Result Areas:
 Coordinating with technical teams to reduce escalations and meeting Ticket SLA
 Working on several domains like Server, Network, Voice and extracting information within g iven time frame to fulfill customer’s
requirement
 Resolving all customer complaints within the time frame (as per SLA) and achieving the assigned customer SLAs
 Managing documentation of reports with MIR and RCA
 Correcting and preventing several actions from errors and changing processes within 48 hours
 Developing daily , weekly and monthly MIS & Dashboard Reports
 Finding solutions to increase operational efficiency and updating client at the earliest
 Continuing Business with latest ITIL Model
 Interacting and working together with Client IT Governances
 Discussing with clients about daily updates related to business development
 Auditing & monitoring all emergency, urgent and normal changes implementing the same in the infrastructure
 Arranging daily CAB Call with technical towers and client respectively
 Keeping track of all upcoming changes in the projects
Highlights:
 Successfully developed a report to trace the incident rate at earlier stage, enhanced the customer satisfaction and improved the
delivery aspects to meet the client SLA as per MSA
 Received Appreciation Award from the senior Management for New Business Transition
Mar’10 to Jun’13 Wipro InfoTech Ltd., Kolkata IT Operation Manager
Growth Path:
Mar’10 to Apr’11 L2 Desktop Management Engineer
May’11 to Sept’11 Helpdesk Manager (Shift In-Charge)
Oct’11 to Jun’13 IT Operation Manager
Role:
As IT Operation Manager:
 Managed the IT Infrastructure for the business
 Handled IT Escalation Calls from the business and transferred the same to Business Helpdesk
 Prioritized and analyzed the calls on response and resolution violations
 Communicated with OPS on day-to-day technology requirements

2.  Reviewed adherence on process based documentation and SOP
 Observed various clients of MSA and IT Security Directives
 Participated in Project Ramp-Up, BCP, Security & IT Audits, etc.
Role:
As Helpdesk Manager (Shift Manager):
 Imparted periodic training on latesttechnology,updating upcoming projects in Process for Partner Resources and encouraged the
team to excel by consistently applauding their work and pointing out their gap areas
 Contacted the client regarding process issues, BRM reviews and MOM
 Reported all details for any future escalation from clients to the supervisors
 Coordinated and maintained with Process OPS for cascading and extracted information on an ongoing issue
 Planned about logging of CMR, testing and deployment on regular basis
 Attended escalation calls from Engineers and helped them in resolving the issues
 Audited Software and Hardware Audits
 Observed ISO 20000 & ISO 27001 Process Documentation; prepared Site Specific KM Document
Role:
As FME Engineer & Desktop L2 Engineer:
 Monitored all the Servers like Windows 2000 and 2003 Adv. Servers, Lease Line, ISDN Line and MPLS Devices
 Visited Schedule Branch on regular basis
 Responsible for asset management and MAC status
 Checked all the peripherals and hardware and rectified the problems
 Provided software support to all the clients
 Generated security certificate and enabled the E-Net for the HDFC bank.
 Administered new project activity and applied patches in servers
 Increased calls handling as per client SLA
Assignments Handled:
Title: Desktop L2 Engineer
Organization: Wipro InfoTech Ltd., Kolkata
Period: May’07 to Feb’10
Role: Facility Management Engineer
Description: Desktop L2 level support/ Network & Server L1 Support
Responsibilities:
 Worked with corporate clients and configured various servers, proxy and networks
 Responsible for Network Planning, Crimping, Punching and Software Support
Title: Desktop L1 Engineer
Organization: Wipro InfoTech Ltd., Kolkata
Period: Sept’05 to Apr’07
Role: Facility Management Engineer
Description: Desktop L1 level Support
Responsibilities:
 Identified and removed the viruses
 Coordinated with vendor as per call requirement
 Handled critical Desktop and Application related problems
CERTIFICATIONS
 MCSA (Microsoft Certified Solutions Associate) Certification from Microsoft
 Certified in:
o ITIL V3 Foundation, Year- 2010[IT Infrastructure Library] – EXIN.
o MCSA from Microsoft , Year- 2010
EDUCATION
 Pursing MBA in Operations from Symbiosis Distance Education Institute
 B.Sc. from Burdwan University, Location - Burdwan in 1999
 12th from Burdwan Raj College, West Bengal, Secondary Board of Education in 1996
 10th from Burdwan CMS High School, West Bengal, West Bengal Higher Secondary Educational Council in 1994
IT SKILLS
Software: Lotus Notes Client and Citrix Client
Operating Systems: Windows 95, 98, 2000, XP & 2003
Applications: MS-Office and Internet Applications
PERSONAL DETAILS
Date of Birth: 23rd
December 1977

3. Present Address: Apartment No-01090909,Upahar Ambuja Efficiency Complex,2052, Chak Garia, Behind Peerless
Hospital, Calcutta – 700094, West Bengal
Languages Known: English,Hindi and Bengali
Location Preference: Kolkata, Hyderabad and Bangalore
*Pls. refer Annexure for Projects Handled
ANNEXURE
Project Title: HDFC Bank Ltd. Project
Organization: Wipro Technical Support Desk, Kolkata
Period: 09’2005 to 09’2009
Description: Desktop L2 Engineer/ Application Engineer
Responsibilities:
 Handled all types of Windows,Lotus Client,Citrix Client,Network based problems and non-critical issues in respect to Win2K and
2K3 Server including Lotus Domino Server
 Coordinated with vendor as per call requirement
 Resolved critical desktop and application related problems
 Prepared MIS and pending Vendor Call Reports and found solutions to reduce the pending calls
 Led a team of 20 engineers
Project Title: IFB Industries Project
Organization: Kolkata
Period: 10’2009 to 06’2011
Description: Desktop Le Engineer
Responsibilities:
 Accountable for troubleshooting the problems related to Desktop’s Operating System problems
 Installed and configured Desktop Operating Systems & Office Automation Applications
 Provided initial Hardware Support (fault detections) for Desktops, Printers, OS and LAN
 Performed installation, asset movement and add or change (IMAC) at client level
 Carried out LAN Audit to ensure 24/7 availability of network
 Connected with TATA Communication for MPLS and Remote Connectivity as well as synchronization of MPLS Network with LAN
at IFB Branches across India under IT Infrastructure Management
 Given technical on-call support services for 52 branches
Project Title: Wipro BPO Support Project
Organization: Kolkata
Period: 07’2011 to 09’2011
Description: Helpdesk manager
Responsibilities:
 Managed shift individually along with all IT related responsibilities
 Monitored different teams comprising 40 engineers in a shift
 Reviewed Client’s CSAT/DSAT Report
 Met the clients regularly and resolved their issues
 Arranged necessary training and updated the team members on latest technology
 Planned & motivated internal team members for new project
Project Title: Genpact India
Organization: Genpact India,Kolkata
Period: 10’2011 to 06’2013
Role: IT Operation Manager
Description: IT SPOC/ Service Delivery Manager
Responsibilities:
 Worked with Client IT Leadership Members for new IT Transition & Operation
 Involved in projects on specific business requirements
 Proposed site-specific initiatives to improve service delivery
 Single point of contact for IT related issues towards business