Abhisekh Banerjee is an experienced IT professional with over 7 years of experience in IT operations. He has experience managing IT service support for onshore and offshore teams. His skills include troubleshooting hardware, software, and operating system issues. He has worked for companies like Accenture, Accretive Health, and IBM in roles like IT Operations, Senior IT Specialist, and Senior Practitioner.

1. ABHISEKH BANERJEE
Flat No-164, Block-B, Prayag Apartments, Near-Dharamshila Cancer Hospital, Vasundhara Enclave.
New Delhi-110096. Mobile: 9971005918
IT Operations
OBJECTIVE:
An experienced IT Professional with leadership responsibilities including problem solving, planning,
organizing, designing and delivering excellences.
Career Summary:
Responsible for installing, maintaining, deploying, training and troubleshooting computer hardware,
software and application related issues. Manage network resources through SCCM, DPM and
Desktop Support functionalities with 7 years and 3 month experience. Managing complete IT Service
Support for Off-Shore & On-Shore Team members.
A growth-oriented and highly talented IT Operation Specialist with a strong background knowledge
of computers and its peripherals implementation, Continuous Process Improvement, including new
challenging issues, root-cause analysis and experience in leading team members.
Job Skills:
• An Experienced team player with leadership quality with the ability to initiate/manage people
within the team.
• Analytical thinking, decision making and problem solving skills. Creating Knowledge
Base/SOP’s/CKM author
• Excellence Personal Communication skills, technical skills used in Problem solving and
queries of the users
• Manage all technical delivery and operational issues relating to 24x7 Managed Services
operations; manage the operational delivery of service to the assigned statement of work.
• Review customer feedback and escalations with team. Attend Clients meetings as required i.e.
Team Meeting & operational review meetings.
• Accountable for the resolution of operational problems and issues that impact service delivery
in all service deliverables.
• Hands on experience on SCCM 2012, System Administrative tools and Desktop Support
projects.
• Focal for Level I, Level 1.5, Level II, Level III, System Administration as well End User
Computing (EUC) group/platforms.
Main Activities:
• Troubleshoot hardware, software, operating system errors and all technological issues
• Hands on experience on Microsoft-SCCM 2012, LYNC 2013 (user activation).
• Sound knowledge of AD and Exchange. Familiar with all hardware, software and operating
system error fixes.
• Knowledge of ticketing system (ITIL process).
• Provide network accounts and passwords as required. Advise staff of security breach and/or
change in password or security status.

2. Other Skills:
• Effective verbal, presentation and listening communications skills. Team building, decision
making, analytical and problem solving skills.
• Ability to install and administer computer hardware, software and networks
• Effective written, communication and time management, organizational, effective listening
skills.
• Honest and trustworthy. Possess cultural awareness and sensitivity
• Knowledge of ITIL Framework with industry and competition knowledge
• Served as a focal point to communicate and resolve interface and integration issues with other
teams
• Escalated issues which cannot be resolved by the team, managing user escalation
• Provide guidance to the team based on management direction. Managing high and critical
Incidents to ensure timely completion
Professional Experience
Company Name: ACCENTURE SERVICES PRIVATE LIMITED
Designation: IT Operations
Duration: MAY, 2014 – TILL DATE
Location: Gurgaon, Haryana
Counterpart of IT operations India for delivering excellence IT experience in various fields. Handling
end-user queries at various levels. The work includes refreshing running server services, executing
SQL queries to required levels (limited). Raising, working and resolving priority (1/2/3/4) queries of
end-users. The mode of work includes end-user interaction through telecommunication, emails,
remote tool usage. Reporting of Network outage issues, printers and application software. Following
up (Ageing, Child, Kicked-Back, etc) tickets. Providing floor support to newly hired people.
Company Name: ACCRETIVE HEALTH SERVICES PRIVATE LTD
Designation: Senior IT Specialist
Duration: JANUARY, 2013 – MARCH, 2014
Location: Gurgaon, Haryana
Counterpart for USER IT and SERVER MANAGEMENT functionalities as SENIOR IT
SPECIALIST. Creating user ID on different tools including Active Directory (OU-Organizational
Units). Worked on EXCHANGE SERVERS for providing and assigning roles, creating mailboxes
and assigning roles for them. Maintaining Level I, Level 1.5, Level II, Level III and End User
Computing (EUC) levels tasks using RDP with Windows 2008 Server R2 interface.
Worked on users system to solve their queries through remote taking tools. Also worked on repairing
corrupted account / profile issues and rebuilding users’ current profile. Used SCCM 2012 tools to

3. assist users and push softwares, set different rules and updating the same for users. Troubleshooting
on some of the issues related SCCM. Prior experience of providing access to production based servers
within the timeline. Working on Microsoft LYNC 2013 issues, providing access on LYNC servers,
etc.
Working on software issues like Outlook, file corruption, etc. Connection related issues like wireless
and Network etc, are also been taken care. Setting up and installing routers for home based users,
computers. Worked on reports build up software, creating monitoring reports, fetching and
maintaining server reports.
Company Name: IBM GLOBAL SERVICES
Designation: Senior Practionar
Duration: March, 2010 – December, 2012
Location: Gurgaon, Haryana
PROJECT: Global Delivery Framework (GDF)
Worked on Technical Process in IBM Kolkata to fix issues related to computer and its peripherals
(ex–printers, virus, camera, scanners, VPN, etc) on Microsoft Windows XP, Vista, Windows 7
platforms, formatting system and reinstalling OS.
Worked on B2B, Technical Service Competency (TSC) process, where we worked on tickets based on
SEVERITY (1/2/3/4) and route them to resolver teams respectively. (EX – Server team, SQL team,
etc). Taking escalations or LIVE TRANSFERS from agents (Level II counterpart) if the resolution
was not provided on first instance keeping other resolver teams over the conference calls or remote (if
required). Worked SEP (Web based Tickets) and prioritize them as required depending severity levels
(Critical/High/Normal/Low). Worked on Citrix platforms, RDP and SCCM tools to access clients
LAPTOPS / DESKTOPS / THIN-CLIENTS. Used SCCM tools to PUSH SOFTWARES on
CLIENTS MACHINE directly.
Worked on Microsoft Active directory to add/delete/modify users, adding required groups for
various accesses, enabling/disabling accounts. Providing security restrictions through AD, Attending
conference calls with the clients directly which includes SDMs, managers, DPEs. Managing queues,
along with end-to-end floor support. Worked as a DISPATCHER (Dispatching tickets) within the
team to provide end-to-end resolution to end-users. Strong knowledge of SLAs and also managed
queued to meet SLA targets.
Managing of SLA of tickets for QUEUED/SLAHOLD tickets. Worked on exchange servers (user
account setup), voice mail setups. Setting up emails on iPhones/iPads, Blackberry, Samsung phones
and others for exchange servers respectively.
Second line support group, made up of staff with a different skill set to the staff on the service desk,
and with additional time to devote to incident diagnosis and resolution, which cannot be achieved at
the service desk. They are also able to visit the user if a desk visit is required.
In Scope:
• Monitoring of tickets and taking the actions necessary to meet service targets
• Managing Incidents including Priority (Critical/High).

4. • Client satisfaction for Incidents. Managing user escalations for Incidents and user service
requests.
• Second line Support (Level II), New Hired Trainee, End-to-end Floor Support
• Tech Support, SOP/Knowledge Base (KB)/CKM Author
Company Name: WIPRO PRIVATE LIMITED
Designation: Senior Process Associate
Duration: September, 2008 - March, 2010
Location: Kolkata, West Bengal
Worked as a Senior Process Associate in Wipro Kolkata from 22nd
September, 2009 – 2nd
March,
2010 in BRITISH TELECOM PROCESS, where we used to fix issues related to ISPs based on
Microsoft Windows XP, Vista and Windows 7 platform. Worked on connection issues, like WIRED
and WIRELESS related issues, setting up the connection for the first time and there after working on
any issues related to it. Also worked on MAC OS X setting up and fixing wireless issues and email
issue (Microsoft Outlook 2003, 2007, 2010; EUDORA; THUNDERBIRD; MAC MAIL). Used
remote assistance tool GOTOASSIST (GTA) tool to work on computer issues and fixing them.
Selected Achievements
• Awarded by Manager for Best performance in Wipro, IBM, Accretive Health.
• Received consistent hikes due to improved performance and maintaining stacks at par
excellence
• Won Star Talent AchieveR (STAR) award and trophy for best performance in IBM
Education/Certifications
• Bachelor of Computer Application from The University of Burdwan in the year 2007, WEST
BENGAL
• 10+2 from Council for Indian School of Certificate Examination (C.I.S.C.E.) in the year 2004
• Matriculation from Council for Indian School of Certificate Examination (C.I.S.C.E.) in the
year 2002
• Pursuing MCA from IGNOU through Distance Learning
Professional Affiliations
• Web Page designing of Durgapur Steel Plant, File-Track System
• Won runners-up Certificate & Medal for Cricket
• Three week Vocational training from C & IT department of ISPAT Bhavan from Durgapur
Steel Plant.
• Trained on Windows Server 2012, ITIL and Six Sigma Yellow Belt.

5. Technical Skills:
 Operating Systems:
• DOS, Microsoft Windows (XP, VISTA, 7), MAC machine (Limited Support)
 Application Packages
• MS-Office (2000, 2003, 2007, 2010, 2013), SCCM 2012, DPM 2012.
 Programming Lauguages: C, C++, Perl, HTML.
 Web Messenger:
• Microsoft LYNC, GotoAssist, IBM Tivoli tool, LogMmein Rescue (LMI)
• RDP using Windows 2003, 2008 Server R2 Edition, SCCM 2012, WebEx
 Ticketing Tools: BMC Remedy V 7.6, ManageEngine ServiceDesk, Maximo, SQL platform.
Vocational Training
Durgapur Steel Plant (Durgapur, West Bengal)
Duration: 3 weeks
Details: A brief of the various operations of the plant as well as the operational and functional aspects of each
division of the company.
HOBBIES and STRENGTHS:
• Listening to music, Netsurfing and Swimming, Watching Tennis.
• Simple, Extrovert, Self-Confident, Hardworking, Faithful
• Communicative Languages: English, Hindi, Bengali (READ, WRITE, SPEAK)
PERSONAL DETAILS:
NAME : Abhisekh Banerjee
DATE-OF-BIRTH : 20 October, 1986
MARTIAL STATUS : Married
NATIONALITY : Indian
MOBILE : +91-9971005918
EMAIL : abhisekh2006.bang@gmail.com, smartabhisekh1986@gmail.com

6. Technical Skills:
 Operating Systems:
• DOS, Microsoft Windows (XP, VISTA, 7), MAC machine (Limited Support)
 Application Packages
• MS-Office (2000, 2003, 2007, 2010, 2013), SCCM 2012, DPM 2012.
 Programming Lauguages: C, C++, Perl, HTML.
 Web Messenger:
• Microsoft LYNC, GotoAssist, IBM Tivoli tool, LogMmein Rescue (LMI)
• RDP using Windows 2003, 2008 Server R2 Edition, SCCM 2012, WebEx
 Ticketing Tools: BMC Remedy V 7.6, ManageEngine ServiceDesk, Maximo, SQL platform.
Vocational Training
Durgapur Steel Plant (Durgapur, West Bengal)
Duration: 3 weeks
Details: A brief of the various operations of the plant as well as the operational and functional aspects of each
division of the company.
HOBBIES and STRENGTHS:
• Listening to music, Netsurfing and Swimming, Watching Tennis.
• Simple, Extrovert, Self-Confident, Hardworking, Faithful
• Communicative Languages: English, Hindi, Bengali (READ, WRITE, SPEAK)
PERSONAL DETAILS:
NAME : Abhisekh Banerjee
DATE-OF-BIRTH : 20 October, 1986
MARTIAL STATUS : Married
NATIONALITY : Indian
MOBILE : +91-9971005918
EMAIL : abhisekh2006.bang@gmail.com, smartabhisekh1986@gmail.com