Smita Dasgupta

Experience

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  Capgemini

  Mar 2011 - Jul 2013

  Associate Consultant

  • I was a part of Outsourcing division. The job included handling technical issues on Windows Platform of Multiple Clients based on ITIL V3 Foundation and Provide L1 support.• Delivering IT Services Management (ITSM) & IT-SD solutions based on ITIL best practices that focused on the people, process, technology, and organization & integration perspectives of providing business solutions within IT infrastructure.• Worked on ITIL based Ticketing tools like BMC Remedy (ITSM and EARS), IBM Tivoli, HPOV, CA URC and NSM, AS400, Control-M, TINA, MOM, SCOM, BMC Patrol, I-series.• Ensure that the incident management process is followed and that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded.• Work as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets.• Responsible for Incident and problem management.• Ensuring that client SLA is met within time to ensure continual service delivery improvement.• Involved in RCA program for any critical issue, handling the overall admin of systems & users.• Maintenance of Windows 2000/2003 / 2008 Operating Systems in the Domain and Workgroup. Show less

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  CALCUTTA PUBLIC SCHOOL BAGUIATI

  Aug 2017 - Mar 2022

  Teacher Assistant

  • Head of the Department of Computer and IT• Efficiently handle the examination related work, question paper setting, and resolve the query regarding question paper, responsible for junior section result and tabulation.• Associate with a project conducted by the school for the slum area children’s education.

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  News Corp

  Apr 2022 - Nov 2023

  Service Management Specialist

  Infrastructure Management Monitoring alerts and performing L2 supportFollowing escalation matrix Handling the issue reported through mails, calls, chat and arranging the bridges.Creation of SOP and KB.Alerts monitoring and escalation as per sop and kb by following SLA for the process.Basic troubleshooting of alerts - login to the servers, cleaning up the space for drives. Adding the servers into maintenance mode. Adding and reing of servers from monitoring etc.,Reporting the major is the use to support team and arranging bridge calls if required for the issues received the emails, calls, and chats.Incident Management Manages the process to restore normal service operation as quickly as possible to minimise the impact on business operations.Investigate and diagnose Incidents to restore a failed IT Service as quickly as possibleResolve Incidents within the specified Service Level Agreements/Operational Level AgreementsCollaborate with internal and partner repair organizations, from engineers to executive.Continuously follow-up with the support team for relevant track updates per SLA, and drive resolutionProvide specialized investigation and diagnosis of all Incidents and Service RequestsProvide input and coordinate the development of the Incident Report and the Root Cause Analysis (RCA), including initial recommendations to prevent the re-occurrence of a similar incident.Problem ManagementProviding responsibility for the overall quality and integrity of the daily Problem Management ProcessAct as the interface to the other Process ManagersInitiate the Major Incident Review (MIR) calls for the Major Incidents.Performing root cause analysis (RCA) and documenting the RCA in the appropriate repository InfrastructureSkills: ServiceNow · New Relic · NetApp · Big panda · BMC Remedy Ticketing System · System Center Operations Manager (SCOM) · Solarwinds · System Monitoring · Network Monitoring Tools · Operations Management · IT Service Management Show less

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  Turtle Wax, Inc.

  Nov 2023 - now

  Security Compliance Administrator

  Security Compliance Administrator at Turtle Wax 🚗Experienced Cyber Security Specialist | Proficient in Threat Detection & Incident Response🌐Key Responsibilities:📜 Policy Development & Implementation🔍 Risk Assessment🕵️ Security Audits🚨 Incident Response🧠 Security Awareness Training🔒 Access Control📡 Security Monitoring📊 Security ReportingEnthusiastic Security Compliance Administrator at Turtle Wax, specializing in car wash chemicals designed for tunnels, touchless & self-serve car washes. I thrive on collaborating with cross-functional teams, working closely with IT and business leaders to align IT services with strategic goals.Passionate Learner & Contributor:Dedicated cybersecurity professional with experience in threat detection, incident response, and network security. Proven ability to assess and mitigate risks, enhance cybersecurity posture, and ensure compliance with industry standards. Adept at using cyber security tools and conducting comprehensive vulnerability assessments. Let's connect! 🌐 Open to networking, collaboration, and knowledge exchange. #SecurityCompliance #ITServiceManagement #InnovationInTech 🚀 Show less