Hey, I'm
Prashunjit Chakraborty
Welcome to My Site
Welcome to my personal website! Here you will find details about me and my professional journey. From a young age, I've always been driven by a strong sense of motivation and passion. I believe in learning new skills, and connecting with inspiring individuals. Feel free to explore my site to learn more about my experiences, skills, and achievements. If you have any questions or would like to get in touch, don't hesitate to reach out.
Prashunjit Personal Website
My Story
Originally from Siliguri, I moved to Bangalore back in 2006 to study Computer Science at R.L.J.I T affiliated to Visvesvaraya Technological University. After completing my degree, I started working at IBM.
Through my studies, I have developed a passion for technology and how it can be used to solve real world problem and speed up the resolution which would otherwise take significantly longer time.
I am an avid gamer, I enjoy playing for a while everyday. I'm always open to new experiences, cultures and ways of thinking.
My Journey
I am an IT professional with a decade of experience dedicated in supporting product and technologies and assisting people who are laying the foundation for a Golden Age for humanity.
Escalation Manager, 7th October 2024 till present
Pune, India
As an Escalation Manager, I effectively managed and resolved high-priority, complex issues that could not be handled through standard customer service processes. I act as a key point of contact for both customers and internal teams, leveraging my technical expertise and problem-solving skills to navigate sensitive or urgent incidents. I coordinate cross-functional efforts, ensuring timely and satisfactory resolution while keeping stakeholders informed throughout the process. By maintaining a calm and strategic approach under pressure, I manage customer expectations, address critical concerns, and implement corrective actions to prevent recurring issues. My role requires a balance between customer advocacy and business objectives, ensuring long-term satisfaction while protecting company interests.
As an IT professional, I am drawn to Snowflake's mission to mobilize the world's data; I am seeing an opportunity to leverage technology for a positive impact. My current role as an Escalation Manager is proving instrumental in my professional growth. I am acting as a critical bridge between customers and internal teams, ensuring swift and effective resolution of complex issues. This demanding role is honing my problem-solving and critical-thinking abilities as I navigate intricate customer challenges. I am refining my communication and interpersonal skills by communicating with diverse stakeholders, building strong client relationships, and de-escalating tense situations with empathy and professionalism.
Client Support Specialist, 5th November 2020 to 4th October 2024
Pune, India
The team I had the privilege of helping was tasked with improving the user experience for our internal users on the web. Drawing on my technical experience, me and my team identified common user pain points and participated in improving the web experience, driving user satisfaction. My proven skills in troubleshooting, communication, and composure ensured exceptional service delivery. I consistently meet deadlines while excelling at multitasking and prioritizing, further bolstered by my expertise in network and system diagnostics using tools such as Splunk.
Thriving within ICE's mission to automate everything automatable in the US residential mortgage industry, I witnessed firsthand the power of technology in streamlining client workflows. This focus on automation instilled in me a deep understanding of how it empowers end-users to achieve their goals with greater efficiency.
Senior System Engineer , 8th November 2018 to 30th June 2020
Pune, India
Here I was part of the monitoring and immediate response team. My skills encompassed incident management, ensuring efficient service delivery through ticket coordination, knowledge base maintenance, and high-priority closure. I also managed escalations and bridge calls during major incidents, exceeding service deadlines. Proactively, I monitored vSphere and network tools (Depends, Zeneoss, Nagios) to identify and resolve potential issues. I provided after-hours support, acting as the first point of contact for high-priority incidents and escalating them for swift resolution. For transparency, I prepared daily tracking reports and represented the major incident management team to stakeholders, generating reports for management.
At Cognizant, I honed my ability to proactively monitor critical systems and engage the appropriate teams for timely issue resolution. This experience fostered my data analysis and multitasking skills while fostering positive client interactions. It also provided me with a comprehensive understanding of the support process and the collaborative efforts of various teams in achieving client satisfaction.
Support Technician , 5th December 2016 to 25th May 2018
Bangalore, India
At Cerner, I functioned as a first-line technical support specialist, fielding user calls and troubleshooting application issues. This included restoring previous system states for malfunctioning patches, resolving problems related to Microsoft Windows, Citrix, Cloud Desktops, and applications like WebEx and Active Directory. I also configured email and Cerner accounts on user mobile devices. Furthermore, I ensured prompt resolution by collaborating with various support teams and confirming user satisfaction. Proactively addressing dissatisfied users through follow-up and troubleshooting helped convert potential DSAT scores into positive Customer Satisfaction (CSAT) scores.
At Oracle Cerner, I gained a deep appreciation for the transformative power of technology in healthcare. Witnessing how integrated IT systems, such as Electronic Health Records (EHRs), empower physicians with data-driven insights directly impacted patient care and improved outcomes. The experience also fostered a strong understanding of data security protocols within the healthcare industry and the commitment to safeguarding patient privacy.
Junior System Engineer , 13th December 2013 to 14th October 2016
Bangalore, India
Leveraging the Maximo ticketing tool, I efficiently managed incidents and service requests, ensuring timely resolution. My responsibilities included maintaining system compliance through secure configuration changes according to business and security standards. I also provided comprehensive Active Directory user account management, including creation, access control via group assignments, disabling/deleting IDs, assigning users to organizational units, and password resets. To aid troubleshooting, I generated VDI logs and collaborated with VMware for further analysis. Additionally, I generated reports using Shavlik Protect, fulfilling service manager requests and providing valuable insights.
IBM served as the launchpad for my professional journey. Emerging from university, IBM provided an invaluable introduction to the corporate landscape. This experience was instrumental in shaping my professional identity, fostering my development from a recent graduate into a confident and competent professional. The skills and knowledge I acquired at IBM continue to serve as a foundation for my success.
Education
B.S. in Computer Science, earned July 2012
R.L.J.I.T Bangalore
What its like to work with me?
Read the reviews from my awesome managers and peers below
I am highly motivated to pursue demanding positions, particularly in technical support and team leadership. I am enthusiastic about engaging in conversations concerning my qualifications, which include my educational background, relevant professional experiences, and technical proficiencies. I am eager to explore potential opportunities within your organization that match my skills and expertise.
Feel free to reach out via email for my CV, or you can find my it on my LinkedIn profile for your review. I am available to connect and discuss my qualifications further. Should you have any questions, please do not hesitate to contact me.
Contact Me
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