1. Subhashis Dutta.
Call: +91 98304 18041,+91 98310 73890, E-mail ID: dutta.subhashis@gmail.com
Address: 182, Nandankanan, P.O. – Rahara,North 24 Parganas,Kolkata –700118.
Date of Birth – 12.10.1982
Industry:IT, ITES .
Career Summary:
Current Profile:ITService Management, Implementation of IT ServiceDesk and Support Team (L1, L2,
L3), ITIL, Data Networking, Managed IT Services
Total Experience:8 Years
Achievements:Itis a great achievement to get a Performance Appraisal CertificatefromLt. Col.Of
Indian Army. Everybody would be very proud if he can do a littlebitfor his motherland. I have learned to
followa strictDisciplineand to work in a team and becoming a very good team member.
Skill Sets:IT Infrastructure, ServiceManagement, ITIL, Service Desk with L2 Technical Support, Data
Networking – CISCO, Account & Resource Management, Load Distribution ,Facility Management
Engineer , IT Support , Incident Management ,Problem Management ,Change Management.
Present Company:Trimax IT Infrastructure &ServicesLimited.
Previous Employer:
 Wipro Infotech
 HCL Infinet Limited
 Trimax Computers Limited
Designation:Team Leader – Managed IT Services
Education:
 Diploma Engineering (Full time Regular) in 10+2+3 Format in Computer Scienceand Technology.
Objective:
To serve the industry to my best services and to establish myself as an ITServiceManagement
Professional in the industry.
Career Details:
Educational Qualification:
 Passed “Diploma Engineering” in Computer Science and Technology from “Central Calcutta
polytechnic”, Govt. Of West Bengal in 2004 with overall 76.4%marks (1st Class Distinction).
 Passed “Higher Secondary (12th)” Examination from “Ramakrishna Mission Vivekananda
Centenary College, Rahara” with 65% marks in 2001.
 Passed “Madhyamik Examination (10th)”from “Ramakrishna Mission Boys’ Home, High School,
Rahara” with 84.5% marks in 1999.
Certification:
 Passed a Professional CoursefromNIIT with 88% marks on MSSQL Server.
 CCNA—Cisco ID –CSCO11214662 (2007)
 ITIL (Foundation) – Certified ( 2009)

2. Professional Experience:
 HCL Infinet Limited (May 2004 – October 2005) ( As ‘On Job Trainee’)
Designation: Customer Support Engineer
Job Profile: I was responsiblefor implementation and monitoringall VPN Links of Kolkata
NOC.Besides this I was lookinginto Day-to day NOC Activities also.This includes:
 Setting up of customer networks between HCL NOC and customer end.
 Installation and configuration of Network Equipments (Modem, Router).
 Looking after the DOT & Exchange lineactivities.
 Monitoringall the links with Network Management Tools and calculatinguptimeand
downtime for each links.
 HandlingInternal & External Customer Calls,analyzing, troubleshootingand escalatingthe
special cases to main NOC which was at Noida
 Checking the links with Digital Loopback and AnalogLoop and if necessary from MUX.
 Handlingthe LAN related callsof internal and external customers likeMail problems,Server
access problem,exchange server related problems etc.
 WIPRO INFOTECH(October 2005 - December 2006)( Under Franchisee –P&R
Services)
Designation: Service-desk coordinator
I was posted in ITC Kolkata (Head Officeof ITC ) as a Central IT ServiceDesk Coordinator.
Job Profile:
 Monitoring& trackinguser calls usingcall loggingtool (E-Helplineand now BMC Remedy 7.6) to
ensure proper resolution and proper ticket updates.
 Ensuringthat IT SLAs aremet and customers are provided with exceptional customer service.
 To keep of proper documentation of every calls(hard copy and Soft copy).
 Providesupport to US processes delicately with clientcoordination on site.
 Troubleshootingescalated problem tickets to ensure smooth business operations.
 Coordination with other Support Team for L2 & L3 Support
 Supporting all remote offices and home-based users usingMS communicator, Net meeting,
Remote Desktop, & Team viewer.
 Attending and provide supportfor issues of critical (VIP) users (AVPs & VPs).
 Configuration of MS Outlook 2003, 2007 & 2010 for usingwith MicrosoftExchange.
 Co-ordination with related teams for escalation and closureof callswithin defined SLA.
 Configure the AVAMAR backup clientfor automatic backup for laptop users.
 Managinguser accounts,groups, printqueues and controllingaccessrights usingActive
Directory.
 Creation, deletion and modification of AD objects.
 Folder permissionsand quota management on fileserver.
 Responsiblefor Share Access Permission,as per company policy.
 To unlock any authenticated user if he forgot the Windows logon password.
 To make a Workstation to ITC standard with Windows Patches,OfficePatches,IE Patches etc and
with Antivirus,Spyware etc.for a new user.

3.  After makingthe Workstation to the standard to join itto the required domain and to configure
the mail client(Lotus Notes) in it.
 To scan every system remotely every day to check the vulnerability.
 To update the newly releasepatch in each PC.
 To keep the track of our store room.
 To make the Time sheet for me.
 To followup with the Vendors likeIBM, HP.
 To look after the up and down time of the WAN links fromKolkata to other Locations and in
different branch connectivity of Kolkata also.Theselinks areLL and ISDN.
 Trimax Computers Limited (January 2007 – December 2009 )
Designation: Facility Management Engineer
 Configuringthe antivirus (Symantec) and update at clientend.
 Outlook and Lotus mail configuration & troubleshooting.
 Data Card, VPN Client& USB Data card configuration & installation.
 Data and Mail Backup and restoration
 HandlingVIP User calls& trackingcalls through BMC Remedy call Loggingtool.
 Installation of CMS Supervisor (call Center callingapplication),CRM, EPOS, NICE CALL LOGGER
Supports & Troubleshooting
 Troubleshootingissues related to LAN/WAN, VPN Client,ConfiguringInternet Options,proxy
server’s settings & setting security levels for web content zones on clientcomputers.
 Creating Images of OS and Installation through Ghost and True image softwares.
 Proficiently provided Onsite,Telephonic as well as Remote Support to the users with the help of
Net Meeting, VNC and other remote access tools for various troubleshooting.
 Maintainingand updatinginventory detail of assets.
 Trimax IT Infrastructure & Services Ltd.(April 2014 to till Date)
Designation:Team Leader (Managed IT Services)
Job Profile:
 To look after all the Engineer’s activity in my full team.
 To take the feedback from Customers. We are providingFacility Management Support , Managed
Network Services ( alongwith BSNL) and IT Service Desk and Helpdesk ( Central or Virtual)
support.( All these servicedesk runs in 24X7X365 basis)
 To maintain proper roaster and help my team mates to followingup , solvingthe issueand stop
the escalation of the issue.
 Implementation of new Service Desk or Helpdesk and implementation of processes for these.
 Checking if everything is runningwithin SLA or violating SLA, Root causeanalysisfor SLA violation
and protect this from violatingSLA.
 Resource Management in user siteproperly.
 To generate new revenue from existingaccounts.
 To check the lifecycleof each incidentor problem logged in our servicedesk call loggings/w.
 Arrangement for proper trainingfor proper people for understandingthe priority of an issue like
which calls may beseverity 1 ,then 2 ,3 etc.

4.  To meet the clients in regular basis,understand their needs ,understand if our services areup to
the mark or not , meeting with clients , preparingMoM and keeping track of all thesemeetings .
 Maintainingrotational shiftin servicedesk and help desks is a great challenge. Checking
availability of exact number of servicedesk or help desk co- ordinator in different time in the
desk
 Weekly meeting with Configuration Management and Change Management Team.
 Analysis theimpactof any changes decided by Change Management team and reporting
accordingly.
Personal Details:
 Marital Status:Married.
 Strength: Hard workingand the power of leadingfrom the front.
 Interest: Playing and watching Cricket.
Signature