Dibya Ranjan Malla Resume

Dibya Ranjan Malla Resume

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  SENIOR PROFESSIONAL Performancedrivendynamic professionalwithexcellentclient& employee retentionskillsand extensiveexposure in driving critical assignments across the career with proven success in ensuring optimum results ~IT Helpdesk/ People Management/ Technical Support ~ Industry Preference: IT/ ITES/Field Support||Location Preference: India/ Abroad P R O F I L E S U M M ARY  ITIL Certified, Six Sigma and Business Analytics trained IT professional with nearly 11 years of experience in: ~IT Support ~People Management ~Strategy Planning ~Vendor Management ~Leadership Enhancement ~Resource Management ~Troubleshooting ~Call/ Email/ Chat Support ~Pipeline Forecasting  Expertise in controlling the management of hardware & software throughout the organization including employee desktops/laptops, network / voice infrastructure, internal networks, peripherals, and wiring  Proficient in providing 24/7 technical support to global clients supporting the Service Level Agreement (SLA) and re-designing the technical infrastructure resulting in a global, high-availability environment.  Excellence in monitoring customer support for technical solutions proposed throughout the sales process, and alerted the sales and account teams to potential risks of deal closure  Skilled at mapping client’s requirements, custom designing solutions & troubleshooting for complex informationsystems management as well as facilitating group meetings with project stakeholders across multiple sites for centre of excellence, including the global service centres as Managing Coordinator.  Experience of recruiting and setting up Technical Team (for local language support).  Team-based management style coupled with excellent call centre reporting manager & conflict resolving skills and the zeal to turn visions into reality O R G A N IS AT I O NAL E X PE R IE N C E SureWaves Mediatech Pvt.Ltd. Bangalore (Aug’11 – Till Date) Lead Engineer Operation Key result Areas:  5 years of experience in Installation, Maintenance and Troubleshooting of Windows based servers across India.  Supervising a team of 7 members at project; monitoring activity report  Designer of the various monitoring tool for reporting of performance.  Understanding and catering to customer requirements in the Media Convergence domain.  Working closely with Sales and Marketing people to meet customer requirements.  Network setup and remote monitoring of equipment.  Following up and interfacing with Developers & Testers on various technologies & benefits of the program  Interacting with development team for resolving various queries & inhibitions during the assessment tests  Taking remote sessions to run various diagnostics tool and patches  User Acceptance Test for any new software and patches release by the Engineering team, before actual deployment in field.  Assignment of Field Engineer for deployment (travel plan and technical help).  Training of new members of the team.  Preparation of reports on daily basis for the team, no of calls, pending cases, call back arrangements, follow ups, assigning cases to services engineers for onsite support. DI BYA R AN JAN M ALLA E-Mail: [email protected] Phone: +91 9632100777 LinkedIn: https://in.linkedin.com/in/dibya-ranjan-malla-2b1840b5
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  I-Gate Patni (Feb11- July 11) Team Leader- IT helpdesk Key result Areas:  Leading a team of 14 members for NA voice support (Union Bank of California).  Taking calls in case of high call volume.  Monitoring call and updating call audit sheet.  Training new agents on process and technology.  Handling escalation from client and reporting update to Manager on daily client meeting. Magna InfoTech Pvt. Ltd (Aug 07- July 10) I.T Helpdesk Support Executive Key result Areas:  IT Helpdesk engineer for internal JPMC employee’s worldwide (Voice support).  Regarding p/w reset, software installation and troubleshooting on s/w on mainframe.  Creating tickets for h/w issues and assigning to proper resolver groups.  Paging resolver groups to get status on issued tickets.  Installing business applications from the shared folders.  Configuration of Lotus notes for new joiners, end to end troubleshooting on Lotus note.  Adding database, mail send and receive, archiving, Sametime (chatting on lotus note).  Supporting VPN clients and remote access and resetting RSA tokens.  Prioritizing tickets depending on severity and management need (conferencing calls with resolvers and desktop engineers).  Guiding clients to raise request for access to various application on GARS,EURC and AACT.  Logging to different domains through CITRIX server.  Mapping network printers.  Basic trouble shooting on blackberry phones for employees Hewlett Packard. (Jan 06 - Aug07) Technical support Engineer Key result Areas:  Working in a customer support program for the call center division  Basic support is for the various ranges of printers, cameras, scanners, faxes.  Equipped with the technical knowledge and training from HP L&D dept.  Trouble shoot various aspects of printers, connectivity, hardware, software, Replacement issues.  Supporting customers from India and Asia Pacific  Provide basic voice support and troubleshoot virtually.  Updating the cases on “Astro” (internal DB tool) S I G N I F IC AN T A C HI E V E ME NT S  Deployed 500 Mediastation across India within 3 years.  Successfully documented, implemented ISO 9001 process for Operation team.  Designed the first user friendly monitoring tool for Engineers.  Awarded best Technical Support Engineer Twice in Hewlett Packard  Awarded best Helpdesk Agent for consecutive quaters in JP Morgan  Designed the Call flow and Call Audit procedure for new Helpdesk Project at IGate Major Projects:  Making MSO project Operational (Transition-Operation-Continual Service Improvement)  Implementation of ISO 9001 process into Operations team (Documentation and Training) A C A D E M I C D E T AIL S 2005: Bachelor of Engineering (Mechanical), BPUT University
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  C E RT I FI C AT I ON S  ITIL V3 foundation certified in 2015  Juniper (Enterprise Routing) from IIHT in 2009, inCertification ID#: JPR61358  Business Analytics course completion from Edupristine from in 2015 T R A I NI N G S  Six Sigma Training from Igate Learning and Research Division  SAS Training From Edupristine T E C HNI C AL S K IL LS Operating Systems: Windows 2000/XP/Vista/ 7/ 8/ 8.1, Red Hat Linux 5.1 and Android 4.2.2 Tools: Peregrine, Manage Engine, Astro 2.0, Tools Trained On: R, SAS, HP Quality Center ,QTP, WinRunner Applications: MS Office, R Studio P E R S O NAL D E T AI LS Date of Birth: 20th January 1983 Languages Known: English, Hindi, and Oriya Permanent Address: #109, Vaswani Astoria, Kariyammana Agrahara, Bellandur, Bangalore - 560103 Permanent Address: Plot No.-1542/1684/209, Shree Vihar, P.S-Choudwar, Cuttack- 754028, Orissa