1. Sumana Sengupta
Mob: +91-973 900 2832 E-mail – sengupta.sumana@gmail.com
Summary
• A competent professional having industry exposure of 12years and cross-functional experience
in providing IT solutions on operation.
• A result-oriented professional with about 8+ years of Incident Management experience in
Client Support and Training.
• Experience in Client Management skills.
• ITIL v3f certified Registration no 4943554.20232704
Areas of expertise include:
• Good understanding skills on customer requirements for design and implementation of the
project.
• Ensure observation of defined Service Operating processes (SLA & OLA)
• Ability to diagnose problem and react quickly
• Monitoring SLA and escalating when performance is jeopardy.
• Identify process improvements
• Initiating proper training to the staff to improve their communication with the client and also
their knowledge.
• Performance Monitoring, Tracking and Reporting.
• Kick Off Meeting
• Hand on experience in Technical writing.
Technical Skills:
• Operating Systems : WIN 2000, WIN2003, WIN2008, WINDOWS XP and 8.1
• Database : SQL Server 2000, 2005 and Oracle 8i
• Ticketing Tools : Remedy, Manage Engine, Sales Force, Service Now

2. Education:
• West Bengal Board of Higher Secondary Examination 1996
• Secondary Exam 1994
Details of Projects handled:
Current Project Profile: 6
Company : Capgemini
Work Location : Bangalore
Position : Team Lead TAM (L1 Monitoring)
Duration : 3rd
Sep 2015 – Till date
Platform : Infrastructure Operation
Roles & Responsibilities:
• Enforce compliance with established policies, practices, and processes defined by Business
Unit(BU).
• Accountable for BU demand fulfillment (end to end irrespective of whether it is internal or in
external queue)
• Training the team about the new project work and also preparing the Work Instruction.
• Set goals and objectives for teams/ individuals in line with organization and company
directions.
• Interface and coordinate with Client / BU Staffing / BU PMO / Project Managers / Senior
management to ensure business unit project compliance with program management processes
operations
• Monitor and report delivery performance (metrics) KPIs of the team.
• Providing leadership for successful day-to-day delivery of services.
• Keep the project manager informed of task accomplishment, issues and status
• Maintaining the skill matrix, resource on-boarding & off boarding formalities to the account.
• Taken additional responsibility as SCA and implementing Lean and A3 for continuous project
improvement.
• Identifying each step in the business process and eliminating those who do not create value in
the process.
• Making value creating steps occur in tight sequence.
• Defining value from the stand point of the customer.
• Repeating the first three steps in continuous basis until all waste has been eliminated.
• Mentoring and counseling the team members and help them through their development needs
and leverage their strength tags.

3. • Incident quality check for better performance.
• Train other resources in Operational Management Framework (OMF).
• Using VVM board in the daily standup meeting to project the updates daily basis, and also
use DSR for the updates for the backlog tickets.
Details of Projects handled:
Current Project Profile: 5
Company : Randstad deputed to SONY Software Centre
Work Location : Bangalore
Position : Team Lead (Incident Management)
Duration : April 7th
2007 till 30th
May 2015
Platform : IM Operation
Roles & Responsibilities:
• Coordination between all the Departments for smooth operation and Project Execution
• Taking care of the SLA for the project and intervening when procedure deviation occurs.
• Preparing Scorecard for the team.
• Identify process improvements
• Monitor service levels of Incident management function.
• Validate use of Knowledge Base on Escalations
• Daily, Weekly, Monthly, Half-Yearly analysis of support tickets and KPI/status report to
Project/Program Manager.
• Handling Transition process
• Creating Team Member checklist, roles and responsibilities of the team members
• Team responsibility or solving issues and guiding the implementation of transition services.
• SOP Reviewing.
• Data analysis
Project Profile: 4
Company : Wipro Infotech deputed to Genpact
Work Location : Bangalore
Position : Service desk Coordinator
Duration : July-2006 — March-2007
Platform : Operation

4. Responsibilities:
 Monitoring and analyzing of various logs - Follow-up with the vendor for issues pending.
 Prepare Performance Analysis Report for the other Helpdesk team members deputed at
customer's location all over India.
Project Profile: 3
Company : Wipro InfoTech deputed to ITC Kolkata
Work Location : Bangalore
Position : Service desk Analyst
Duration : January 2006 — April-2006
Platform : Operation
Responsibilities:
 Monitoring and analyzing of various logs - Follow-up with the vendor for issues pending.
 Prepare Performance Analysis Report for the other Helpdesk team members deputed at
customer's location all over India.
 Hold monthly meetings with the team to enhance the performance at the Client end.
Projects Profile: 2
Company : Godrej Ltd
Work Location : Kolkata
Position : Administrator
Period : September 2002- December 2005
Platform : Customer Support Executive
Responsibilities:
 First contact point for the customers for the Support
 Monitoring and analyzing of various logs - Follow-up with the vendor for issues pending
 Prepare MIS Reports
 Maintained Customer Databases for Production-phase developments.
 Preparation of Various Logs to give an overview of the solutions provided to the Customers.
Projects Profile: 1
Company : Distributed Object Technologies ltd,.
Work Location : Kolkata
Position : Technical Writer
Period : April 2000 to August 2002
Platform : Technical Writing
Responsibilities:
 Document the different aspects of the web page for the web content. Documentation included
requirement documents, system test plans, integrated work instructions, technical directives,
and standard procedure documents.

5.  Investigate flaws in the Graphics and cross-examining their alignment with the text. For this
purpose Image Composer were used to make changes in the Images.
 Careful alignment of the images with the text for a professional look.
 Preparation of Table of contents (Indexing)
 Testing the end product on different browsers and make appropriate recommendations to
account for browser dependencies.
Declaration:
I am confident of my ability to work in a team. I hereby declare that the information furnished above
is true to the best of my knowledge.
Date: 25th May, 2016

6.  Investigate flaws in the Graphics and cross-examining their alignment with the text. For this
purpose Image Composer were used to make changes in the Images.
 Careful alignment of the images with the text for a professional look.
 Preparation of Table of contents (Indexing)
 Testing the end product on different browsers and make appropriate recommendations to
account for browser dependencies.
Declaration:
I am confident of my ability to work in a team. I hereby declare that the information furnished above
is true to the best of my knowledge.
Date: 25th May, 2016