Debjit Roy

Experience

• 

  GE Capital

  Feb 2001 - Apr 2006

  ☛Analysed, resolved and ensured 100% uptime for applications running on Dell, HP, Toshiba laptops and desktops used by various departments☛Performed cabling and patching of desktop computers and laptops ☛Conducted regular system health checks☛Undertook regular maintenance and break fixing of HP laser printersKey Initiatives & Achievements:☛Received “GE Special Appreciation Award” for the construction of an improved IT services process☛Drafted a weekend change management plan and drove all change factors to a successful conclusion☛Applauded by customers and senior management for exhibiting consistently high standard of support and service Show less ☛Responded to inbound calls from various GE businesses, including Healthcare, Rail and Medical Systems regarding technical issues ☛Developed and updated SOP and other technical documents ☛Assisted in preparing weekly shift rosters Key Initiatives & Achievements:☛Recognised by senior management for consistent performance and delegated with additional responsibilities to train and coach new team members in IT systems and customer services techniques☛Received very positive performance management reviews on an on-going basis Show less

  • Desktop Support Engineer

    Apr 2004 - Apr 2006

  • Technical Support Analyst (Level 1)

    Feb 2001 - Apr 2004
• 

  Genpact

  Apr 2006 - May 2009

  IT Systems Engineer Windows

  Joined GE Capital IT Services Limited (now Genpact) as IT Senior Engineer (Level 2) and promoted as Management Trainee IT Services (Band 4) and then as IT Systems Engineer Windows (Level 2).☛Provided time-critical remote support to ~5000 Windows Servers (HP, COMPAQ and DELL) at different geographical locations such as Cincinnati, Stamford, New York & Alpharetta in USA, Budapest in Hungary, London in UK, Spain and China, through RDP, TS and PCAnywhere☛Set up and managed Active Directory, DNS, DHCP, and VMware instance through Virtual Centre like V-Motion / Migration, hard drive / memory management☛Ensured uninterrupted services by constantly monitoring and resolving problem tickets of severity levels 1, 2, 3, etc., customer request tickets and change tickets☛Tracked & managed the status of IT assets using Service Centre and Kintana software☛Managed Servers, including BIOS, Firmware, Array Controller update, battery reconditioning, page file setup, memory dump analysis, etc.☛Configured hard disks using Dell OpenManage, Compaq Insight Manager & Veritas Volume Manager☛Utilised TIVOLI (Clients only) to resolve backup tickets like firing of manual backup, node registration, file restoration, etc.☛Installed and upgraded OS remotely using Avocent Console’s DSView software and ILO (Integrated Lights Out) using management IP addressKey Initiatives & Achievements:☛Applied patches and updated antivirus on 4,000+ desktops across 2 GENPACT sites in India☛Remotely monitored, managed and resolved issues of 4000+ Servers located in GE’s data centres in Europe and the U.S, using Avocent, ILO & HP OpenView☛Received “Certificate of Recognition” for outstanding contributions towards incident and change management☛Recognised by senior management for high standards of ongoing performance through regular reporting and reviews☛Core team member of a successful rollout of Sophos antivirus project on 600+ GE Servers, which was accomplished within time and within budget Show less

• 

  Datacom

  Oct 2010 - Jan 2012

  Service Desk Analyst

  ☛Analysed and resolved IT helpdesk requests, incidents & issues pertaining to Windows XP / 7, MS Exchange, User Applications, MS Office, MS Outlook and Citrix within the SLA☛Logged calls and deployed Windows OS and applications using CA Service Desk☛Created new user accounts, managed user rights/permissions in Windows Active Directory☛Identified and developed workarounds for issues related to desktops, laptops, printers, smartphones☛Created and managed SAP user accounts, configured Blackberry, Apple iPad / iPhone for corporate users as well as VPN RSA keys for customers Show less

• 

  Fujitsu Asia Pacific

  Feb 2012 - Mar 2017

  Senior Service Desk Analyst.

  ☛Diagnosed and resolved service desk tickets to ensure continuity of service levels☛Exercised excellent analytical and problem-solving skills while dealing with escalated incident calls and resolving them within the service level agreement (SLA)☛Identified recurring incidents and provided Problem Management team with workarounds☛Generated aged incident report and call closure report to track resolved/unresolved issues and drew action plans for the same☛Set up the local-area and wide-area networks☛Rendered support to remote operations such as virtual private network & smartphones☛Created, maintained user accounts and updated Citrix tokens for end-users☛Detected and rectified hardware, operating system and file system faults☛Managed service requests and change requests☛Updated the configuration management database (CMDB) & carried out monthly reporting for the customer☛Created, edited and updated knowledge base articles to enable customers with the usage of products and services and resolve related issues☛Equipped new team members with knowledge and skills in service desk process and procedures through training and coaching sessionsKey Initiatives & Achievements:☛Increased first call resolution from 60% to 80% within 4 months, and maintained the quality of service calls >90% each month☛Provided excellent customer service and ensured that the first call rate remained at >95%. Received “Customer Award” for outstanding contributions to customer satisfaction and service efficiency☛Reduced open incidents from 600 to 250 across all vertical in 3 months☛Maintained green SLA for more than 6 months at a stretch☛Received “Service Award” for completing 5 years in Fujitsu Show less

• 

  Wipro

  Mar 2018 - Dec 2018

  Information Technology Engineer

  ☛Identifying and resolving technical issues concerning laptops, desktops and all-in-one- PCs of Hewlett-Packard North American customers within the agreed service levels☛Developing and updating standard operating procedure (SOP) and other technical documents to promote consistency across the various layers of services offered

• 

  Hyland

  Jan 2019 - now

   Leading a team of 6 direct support IT Support Specialist located in offices across APAC region. Oversee day- to- day operations of IT Support team. Mentoring, coaching IT Support staff and provide support as and when required. Managing systems installations and implementations. Onboarding and mentoring new team members in the IT Support team. Creating team KPIs and monitoring and report creation. Leading IT Team across a variety of projects and ensuring project deadlines are successfully met. Ensuring end user IT issues are solved correctly and promptly. Involving individual IT team members in decision-making process through meetings. Engaging in focused planning and goal development. Addressing identified problem areas and devised approach methodologies. Reviewing IT support process and updating the Knowledge base for continuous improvement. Developing team for future technology like cloud, to keep up with the changing IT need. Show less  Coordinated and Resolved work order requests related to computer equipment, mobile devices, printers, scanners, desk phones, and audio/video equipment., chat and in-person channels. Took ownership of assigned work and ensured all requests are resolved or escalated in a timely manner. Documented detailed information regarding work order requests and their resolution Coordinated vendor warranty registration returns and repairs. Maintained inventory of all equipment, software, and software licenses. Assisted with annual software and hardware inventory audit. Provided regular process improvement change suggestions. Documented internal procedures; contributed regularly to internal knowledge handbook. Provided regular process improvement change suggestions. Provided support to other team members. Show less

  • Information System Manager APAC Region

    May 2023 - now

  • Information Systems Team Lead, APAC Region.

    Oct 2021 - now

  • Information Systems Specialist L2

    Jan 2019 - now

  • Information Systems Specialist 2

    Jan 2019 - Oct 2021