Subhrajeet Behera is an IT Support Specialist with over 3 years of experience working at BT e-serv India Pvt. Ltd. and previously at Wipro BPS Kolkata. He has a Bachelor of Science degree in Information Technology and technical certifications. Currently he manages a team of 7 employees providing second line support to resolve technical issues for Zurich Insurance Group. He is responsible for meeting service level agreements, conducting root cause analysis, and defining processes to improve customer satisfaction.

1. Subhrajeet Behera
BD-82, Flat no. G-B, Lakshmi Durga Abasan, Ghoshpara bye-lane Road (Indubagan), Kestopur , Kolkata -700102
+91-9874921642 / +91-8100878337
Subhrajeet01s01@Gmail.com / subhrajeet0209@live.com
IT Support Specialist with over 3+ years of experience in IT enabled services (ITES). Expert and highly familiar with a wide
variety of networking tools, and operating system software. Possess a Technical Degree in Information Technology.
TECHNICAL SKILLS :
 Networking Tools: BMC Remedy,Expedio, Net Brain, Ionix, Config store etc.
 Operating Systems:Windows XP, 7, 8; Windows Server 2003; Linux including Ubuntu.
PROFESSIONAL EXPERIENCE :
BT e-serv India Pvt. Ltd: Kolkata
Service Desk Associate (2nd
Line) 24th November 2014 – Present
 Managing a teamof 7 FTE for one of the critical contract(Zurich Insurance Group) and handling quality assurance against
ORT requests.
 Ensures IT incidents are passed to fully trained and appropriate resolver groups, and are managed within the prescribed
SLA, to minimize the impact on business.
 Analyses and reports major incidents to help make sure they don’t happen again.
 Offers various ways to respond to incidents including calls, web-chat or email, so employees can ask for help via the
communication method that best suits them.
 Provide second line of support and resolve simple to complex technical issues faced while performing ORT.
 Responsible for managing the Service Desk Support.
 Helpdesk Coordination and Analysis via emails with different Project management teams to get the issue resolved
within defined SLA.
 Do the trends analysis for major PrioritySeverity related incidents and publishing the communication to all relevant
stakeholders as per defined timelines.
 Responsible to manage internal escalations to ensure customer satisfaction.
 Defining and improving processes,templates/checklists, conducting process training, process audits & assessments.
 Managing Quality control process with root cause analysis.
 Take part in Auditing (Internal) of all Service Desk reports.
 Complete quality assurance against ORT requests ensuring all pre requisite information.
 Manage team performance on Customer Satisfaction Survey results.
 Maintain updated reports of team statistics and team performance.
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Wipro BPS Kolkata
Sr.Technical Support Executive (2nd
Line) 31st
October 2012 – 16th
September2014
 Consult with End User about their product or service needs.
 Understanding and analyzing user’s need and to provide timely solutions.
 Troubleshoot critical issue of End User and meet their expectations.
 Receive and process End User’s request for products and services which the End User requires even if they may not be
aware of. Thorough probing of their existing needs and preferences.
 Identify and provide inputs on recurring End User’s problems.
 Customer education.
 Ensure proper escalation procedures.

2. ACADEMIC QUALIFICATION :
NIIT College Campus (Kuvempu University): Bhubaneshwar
Bachelor of Science in Information Technology (Bsc.IT) May 2012
B.J.B Junior College (CHSE Board): Bhubaneshwa
PUC (10+2 Science) May 2007
Army Public School (CBSE Board): Bangalore
AISSE (10th
) May 2005
TECHNICAL QUALIFICATION :
IINT ( Inset Electronics): Bhubaneshwar
ICNE (Inset Certified Network Engineer),(24 months) May 2010 - June 2012
NIIT Academy: Bhubaneshwar
ICND (Managing Interconnected Network Devices),(4 months) June 2011
NIIT Academy: Bhubaneshw
Higher Diploma in Software Engineering (18 months) June 2009
DECLARATION :
I hereby declare that the above mentioned information’s are correct up to my knowledge and I bear the responsibility for the
correctness of the above mentioned particulars.
Date:
Place: Kolkata Signature