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Citrix server, Remote Access, Peregrine, HP SM7, SM9, Tool, Web Jet Admin  
Operating System, Email Client
  Operating System    Windows XP, Vista, Win 7. Email Clients              Outlook, Outlook Express   MS Office.  
Oracle, MS-Access, SQL Server 2000
C, C++, C#
Have done PGDCA certifications from Aptech.

Work experience

Oct 2008Present

Project Lead-IMS

iGATE Global Solution

Currently designated as Project Lead for a banking project, and mainly into Quality & Knowledge Management role, performing the following functionality and strictly abiding to the SLAs offered to our external clients:

  • Thorough understanding of the Customer Operating Environment, adherence to process and meeting committed Service Levels as per the Contract and SOW.
  • Demonstrate continuous improvement on our Service Levels.
  • Conduct reviews with the clients and external vendors, and participate in Internal Reviews with Management as per agreed Service Level Management objectives.
  • Responsible for monitoring and maintaining quality and compliance targets.
  • Improve the Climate, Culture and Satisfaction of Employees.
  • Provide weekly and monthly reports to senior managers on performance.
  • Identifying skill enhancement plan for team and its implementation. Establish career paths and defined process for career management.
  • Follow appropriate escalation channels and documenting all process related issues. Minimizing customer complaints and escalations.
  • Ensure no Service Penalty is incurred due to the Service Levels provided by the team we are responsible for.
  • Monitor, track and close all non-compliances related to Quality and IT Security findings.
  • Ensure compliance to Privacy Policy, Data Security Policy and other Business Controls oriented towards high integrity and work ethics.
  • Assisting Process quality branch in terms of development and quality control plan.
  • Handling a team of twelve employee in quality assurance department and supervise their work.
  • Handling the tasks of implementing, developing and maintaining quality system policies.
  • Worked successfully in various iLSS (CSAT, AHT & FCR) projects.
  • Developed and provided data and quality review to senior management.
  • Preparing Business Continuity plan whenever and wherever it’s necessary.
  • Have visited Canada twice i) Business Meeting ii) Tool Training.
Jul 2006Oct 2008

Senior Technical Support Executive

Sutherland Global Services

Senior Technical Support Executive, Sutherland Global Services. Chennai July 2006 to September 2008.


  • Microsoft Windows XP (XP Pro, Home, Media Centre)
  • Dell Computer, supporting Dell Portables.

Work Experience: July 2006 –September 2008

July 2006-December 2007 - Microsoft Windows XP (XP Pro, Home, MediaCentre) as a Research Engineer. Sutherland Global Services

  • Troubleshooting all kind of software issues including Internet related issues
  • Networking, Base OS issues, Update issues, Boot, Installation
  • Issues, Set-up issues.
  • Problem Isolation and updating Management in instances of major outages.
  • Contributing to the overall availability and reliability to the services delivered to the Clients in achieving SLA deadlines.
  • Handling high-level escalations and Complaints and developing analysis and report for the same.

December 2007 - September 2008 Dell Laptop as Resolution Expert. Sutherland Global Services

  • Supporting and troubleshooting all Kind of hardware and software issues with DellInspiron, Latitude and Dell Studio Laptops.
  • Handling high-level escalations and Complaints and developing analysis and report for the same.


Jun 2000Aug 2004


Darang College-Tezpur-Assam
  • Bachelor of Science in Biotechnology from Guwahati University, Year 2004.
  • Higher Secondary (+2), CBSE Board, Tezpur Assam, Year 2000.
  • Secondary, CBSE Board, Tezpur Assam, Year 1998.
  • Higher Diploma in software engineering from Aptech Computer Education.


CMMi-Services-Level 3


Six Sigma GB

May 2007Present

Nov 2012Present