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Currently, I am associated with Infosys working with the Incident Management Team at Bangalore, India.

I am also a passionate open source enthusiast with keen interest and focus on analysis, design and development of web applications.You can also find me on Stackoverflow

Please feel free to drop me an EMAIL or buzz me on Twitter—if you want to connect with me or avail my services. Let us connect! smile

If you wish to have a copy of my resume, please click View Resume (PDF)

My Resume

Summary

Sandeep Chatterjee

Experienced Process Specialist with over a decade of experience, assisting individuals and organizations across various sectors. Demonstrated ability to consistently surpass client expectations and promote teamwork. Currently seeking roles to leverage my skills, especially in the domains of software and web development

Tower 12, Flat 705, Janaadhar Shubha Phase 2, Bangalore, IN
+91(0) 8884086073
sndpchatterjee07@gmail.com

Education

Master of Computer Applicatons

2006 - 2009

Pailan College of Management & Technology, Kolkata, IN

Bachelor of Science

2001 - 2004

University of Calcutta, Kolkata, IN

Professional Experience

Technical Process Specialist

October 2020 - Present

Infosys BPM, Bangalore, IN

Supported a wide range of technical tools and products, including Microsoft Windows OS, Microsoft Office 365 Suite, SharePoint, Active Directory, VPN clients, Citrix VDI, PKI, and PingID Identity & Access Management.
Consistently achieved a high first-call resolution rate of 90% and above for all incoming incidents, while maintaining SLA compliance.
Received positive feedback from customers and stakeholders for providing exceptional service and support, resulting in increased customer satisfaction scores of above 85%.
Enhanced the onboarding process by coaching and training over 20 new hires and process executives on service desk products and procedures.
Enhanced incident management by implementing best practices, cutting response time from 2 hours to 30 minutes, and accelerating resolutions.
Identified areas where self-service solutions could be implemented to reduce repetitive support requests, thereby improving operation efficiency.

Senior Executive

October 2015 - June 2020

[24]7.ai, Bangalore, IN

Programming and Troubleshooting credit card terminals & point of sale(POS) systems like Verifone, Pax, Ingenico, First Data.
Captured troubleshooting procedures, actions, and resolutions for future reference via the ETC (Electronic Ticket Capture) tool.
Maintained a consistent track record of handling a substantial volume of 250+ weekly inbound customer calls, successfully resolving issues and addressing concerns related to payment processing while maintaining the SLA.
Provided floor support, supervision, and coaching to more than 50 new hires, ensuring a smooth transition and promoting their proficiency in job responsibilities.

Mark-up Conversion Executive

March 2014 - July 2015

Learning Spiral Pvt. Ltd, Kolkata, IN

Worked with in-house teams to translate design concepts into engaging web interfaces, employing PHP, HTML, CSS, JavaScript, and responsive design techniques to ensure visual appeal and interactivity.
Efficiently extracted, verified, and converted RTF/HTML files to XML/ePub formats for numerous large-scale publishing projects, ensuring accurate data transformation and meeting project timelines consistently.
Performed quality assurance checks and ensured that all data underwent validation of formatting and error detection before publication, leading to a 95% and above accuracy rate and alignment with industry standards, regulatory requirements, accessibility guidelines, and metadata standards.

Software Developer

August 2013 - September 2013

SSU Software Lab, Kolkata, IN

Worked on front-end development tasks, including user interface enhancements and responsive design.
Collaborated closely with experienced developers to code and troubleshoot PHP applications.

L1 Service Support Engineer

September 2012 - January 2013

Synergy System Solutions, Kolkata, IN

Created a Linux-based web application using the Java \& ZK framework to support a client's real estate and land development operations.
Led a small team in the development of the Subscriber Management System module, overseeing the creation of a web application using the Java \& ZK framework within a Linux environment.

Software Engineer

November 2011 - May 2012

UshaComm India Pvt. Ltd, Kolkata, IN

Collaborated with internal teams to create and improve Java-based web applications, actively participating in the incorporation of new functionalities and bug fixes.
Effectively managed the source code and configuration of 3 core Java software applications simultaneously, demonstrating proficiency in utilizing code versioning tools such as GitHub to ensure smooth collaboration and efficient development workflows.
Offered comprehensive assistance to development teams, guaranteeing that code modifications and configuration enhancements remained current, achieving an alignment of 95\% and above with organizational standards.

Associate-Direct Tax

May 2010 - November 2011

PricewaterHouse Coopers, Kolkata, IN

Delivered exceptional technical support to the US Corporate Tax Team, ensuring the seamless and efficient functioning of vital tax web applications, resulting in a 99.5\% and above application uptime and a 20\% increase in team productivity.
Effectively upheld PwC's security policy by rigorously maintaining security controls, policies, and procedures, resulting in a 100\% compliance rate and a strengthened security posture.