Esor Chetry

Experience

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  Sterlite Technologies Limited

  Jan 2010 - Jan 2010

  • trainee

    Jan 2010 - Jan 2010

  • trainee

    Jan 2010 - Jan 2010
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  Bharat Business Channel Limited

  Apr 2011 - May 2012

  Training

  Training on Call Center Technologies for 6 months that includes GAD, Sip End Point, Hyperion, CCPulse and overall Basic Hygiene and maintenance of client machines.

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  Infodart Technologies India Ltd.

  Oct 2012 - Jan 2014

  Executive

  • Escalate IT issues to the IT Manager where necessary.• Supervised and performed installation of software.• Ensured functionality of desktop systems through frequent evaluations and routine maintenance.• Point-of-contact to HE Team in the classification, correction, and reporting of field incidents.• Maintaining overall ownership of field’s IT issue & service ensuring that they receive resolution within a reasonable timeframe.• Managing overall process of ID Creation and Deletion.• Managing various reports that include patch update on desktops & servers, L2 & L3 Switch, CPU/memory utilization, Antivirus report & local system maintenance report. Show less

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  Videocon D2H(outSmart)

  Jan 2014 - Mar 2016

  Service Desk Engineer

  Servicedesk Executive• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.• Receiving, logging and managing calls from internal staff via telephone and email.• Report to senior managers on any issue that could significantly impact the business.• Producing statistics and management report.• Password reset, ID Creation and updating user information in Active Directory• Email/Group ID Creation in Exchange Server 2007/2010/2013. Show less

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  Future Focus Infotech Private Limited

  Jul 2016 - Oct 2017

  Service Desk Engineer

  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.• Password reset, Account Unlock, Email configuration on PC, IPhone/IPAD, Android, and support on different Aviation application.• Generate Work order and INC in BMC Remedy(also in SmartIT) from mails and assign to concern team.• Provide technical support for users and ensure proper maintenance of workstations, printers, and peripherals.• Respond to user service requests and expediently resolve trouble tickets to maximize system uptime..• Ticket Creation and assignment to concern team using BMC Remedy• Responsible for communicating schedule Activity and ISP links.• Communicating Primary and Secondary MPLS Link currently working. Show less

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  Concentrix India

  Nov 2017 - Apr 2020

  Lead, Information Technology

  • Handling Tickets generated in BMC Remedy tool, Managing response and resolution SLA.• assisting in troubleshooting, diagnosing, testing and resolving system problems and issues• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.• Creation and modification of Distributation list in O365 Exchange server.• Generate Work order and INC in BMC Remedy from mails and assign to concern team.• Password reset, User account unlock in Active Directory• Providing support to user using Skype for business and conferencing with internal teams to resolve the issue. Show less

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  YASH Technologies

  Apr 2020 - Jan 2022

  Consultant

  • Investigate and diagnose P1/P2 Incidents to restore a failed IT Service as quickly as possible• Provide technical support (help desk) to users by troubleshooting problems related to network or platform performance• Documents complex procedures and troubleshooting procedures related to systems/networks software and hardware• Provide guidance and assign tasks to System Engineers• Responds to telephone calls, email, instant messages, and assigned tickets from users• Troubleshooting, diagnosing, testing and resolving system problems and issues Show less

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  HCL Technologies

  Feb 2022 - now

  Associate Operations Manager

  • Supervise employees to ensure company is represented well.• Assign tasks to employees to keep business running smoothly.• Create working schedule so employees know when they have to work• Recruit, interview and train new employees by focusing on necessary skills for the job• Support managers in organizing٫ planning and implementing strategy• Identify, manage and resolve complex issues, preventing escalations, where possible. • Providing customer support for programs and applications.• Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution.• Serve as an escalation point for customer concerns if/when they arise.• Identify appropriate resolution to achieve client satisfaction in a timely manner.• Enforce standard methodologies, processes and tools.• Advising and coaching team members.• Providing superior customer service. Show less