Arunava Chatterjee (He/Him)

Experience

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  Tata Consultancy Services working for Hachette Book Group Inc. (USA)

  Dec 2009 - Dec 2010

  Developer

  Developed Hachette Book publishing website with Red dot content management tool, Unit Testing, coordinated with Client• Have working knowledge in Red Dot CMS 2.0 Content management tool, SQL server 2005, C# 2.0, SQL server 2005• Received good customer feedback for timely delivery and for proactively supporting Application

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  Tata Consultancy Services working for Johnson and Johnson Inc. (USA)

  Dec 2011 - Jan 2012

  System Engineer

  Worked as a developer to migrate considerable number of websites from SharePoint 2007 to SharePoint 2010• Introduced agile methodologies and development of best practices to enhance development cycles• Mainly worked on SharePoint 2007, 2010, SQL server 2005, 2008, HTML, JavaScript, CSS, Microsoft Word, Excel• Received appreciation mails for achieving 92% Customer Satisfaction Index from Customers

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  Tata Consultancy Services working for Tele Denmark Communication (TDC, Denmark)

  Feb 2012 - Apr 2013

  System Administrator

  Was involved in SharePoint migration project from SharePoint 2007 to SharePoint 2010• Worked in SharePoint InfoPath, MS excel, JavaScript, SQL server 2005, SQL server 2008• Supported day-to-day operations, monitored and resolved client/customer issues related with BAU• Monitored Service Now ticket logging portal and resolved tickets with in SLA• Received Good customer feedback for exceptional service for Proactively resolving issues

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  Tata Consultancy Services for Retail Coop IT, United Kingdom

  Apr 2013 - Mar 2018

  Retail Technical Specialist

  Worked as 2nd line technical analyst to handle Retail store's back-office server, Workstation, Till, Point of Sale (POS), HHT/Pocket PC, Till DB issue and other supported devices• Meraki - for remotely connection for analyzing Access point Issues within store, MobiControl – For Store HHT/Pocket PC and Samsung tablet• Identified top problem/pain area of business to identify problems, evaluate solutions and make decisions• Resolved ticket with in SLA• Learned new skills and applied to daily tasks to improve efficiency and productivity• Handled 12-15 calls per day to address customer inquiries and concerns• Participated in team-building activities to enhance working relationships• Worked with customers to understand needs and provide excellent service Show less

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  Tata Consultancy Services worked for Retail Coop IT, UK

  Apr 2018 - Apr 2019

  Quality Analyst Specialist Lead

  Created and revised procedures, checklists and SOP document to reduce errors• Developed basic questionnaire, Introduced IT Service Desk A2Z knowledge base article amendment ideas, improved key search areas for helping IT Service Desk analysts whilst dealing and taking calls with Coop Store• Telephony Protocols cheat sheet prepared and shared with IT Service desk analyst for better phone mannerism• Performed Problem trend analysis for Coop stores and reported key pain area/local cause, highlighted key points that led to permanent fix/improvement• Shared system improvement ideas with roadmap to client for better efficiency• Monitored pass back incidents, 5 days aged tickets & maintained Service Desk Incident & Call quality spreadsheet on daily basis along with associated reporting. Depending on IT Service Desk incident quality check, highlighted parameters where the Service Desk analyst had scope for improvement• Prepared performance & analytical reports supported by recommendations as-and-when required by client and the leadership management• Was also responsible for attending to any ad-hoc tasks for overall development and working of IT Service Desk to ensure smooth functioning Show less

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  Tata Consultancy Services worked for Ageas Insurance UK

  May 2019 - Mar 2021

  Desktop Support Specialist Lead

  SCCM, Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards• Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance• Helped streamline repair processes and update procedures for support action consistency• Led projects and analyzed data to identify opportunities for improvement.• Resolved problems, improved operations and provided exceptional service• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting• Managed over 20 customer calls per day Show less

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  Tata Consultancy Services working for Coop UK

  Mar 2021 - now

  Service Operations Manager

  • Managing a team of 30 members of Support Analysts• Functioning as first Point of Escalation• Performing requirement Analysis, and Coordinating with client to keep all relevant stakeholders up to date making relevant presentations• SLA monitoring, Performing RCA to mitigate usual known issues• Updating and reviewing SOP documents• Initiating and working towards implementing various continual improvement initiatives by generating suggestions, engaging in problem-solving activities while support teamwork• Collaborating with team members to achieve targeted results.• Managing escalated calls, doing problem trend analysis to help categorize and prioritize all incidents and service requests advising to take further action accordingly• Learned new skills and applied to daily tasks to improve efficiency and productivity• Working towards continual improvement of services to prioritize aged incidents for resolution• Improved operations through consistent hard work and dedication.• Carrying out day-to-day duties accurately and efficiently.• Resolved problems, improved operations and provided exceptional service Show less