Rudra Chakraborty

Rudra Chakraborty Rajeshwari Apartment, 4 Raj Rajeshwari Road, Kolkata - 700030 Cell #s : (-; (- Email ID(s) :--CAREER OBJECTIVE Seeking a high career growth through a continuous learning process and keep myself dynamic, visionary and competitive with the upcoming changes in a challenging environment. A complete professional with 18+ years of experience in IT, including 11+ years in Wipro with extensive exposure in Operations, Client Management/Reporting & Salesforce Admin, working with User Management, Security Model, Workflows, Approval Process, Process Builders, Reports & Dashboards. Also had to manage a team of SMEs and simultaneously interact with Client regularly through MS Lync. CERTIFICATIONS Salesforce.com: Salesforce Certified Administrator (ADM-201). [Click here to view certificate] NIS Sparta Limited: Proficiency in Communication & Personal Development. Central Institute of English and Foreign Languages (Hyderabad – 500007): National English Language Testing Service (NELTS) with grades ‘A’ in Reading Vocabulary & Grammar and ‘B’ in Writing Skills. PROFESSIONAL EXPERIENCE *Due to unavoidable circumstances I had to join my family business in June 2017. g ORGANISATION: Wipro BPS (10th April 2006 to 9th June 2017) DESIGNATION: Technical Lead from Dec 2014 to Jun 2017 for Process HP – Notebooks & Desktops Roles and Responsibilities 1) Manage a team of SMEs(ASGs) – Grooming, Upskilling, Feedback, Coaching & Review. 2) KRAs primarily include improvement in TPR, NPS & AHT numbers for the whole process. 3) POC for Client Reporting & Review. Attend Client calls on a regular basis. 4) Responsible for Salesforce Administrator’s role which included Creating, Updating, Freezing and De-activating, Unlocking, Resetting Passwords of SFDC Users, managing Security Model for different roles & profiles, creating & updating Workflows & Process Builders when required. 5) Generate multiple Reports in Salesforce daily and share with our Client, Managers & the floor teams. Also kept modifying the Dashboard components to suit business requirements. 6) Responsible for Inventory Management for both HP Notebooks & HP Desktops as well. Professional Achievements  I had to design and create the Online Test Paper for the SME Selection Process.  I was chosen to be a part of the Interview panel for the role of SMEs.  I played a key role in improving the TPR & NPS scores of our process. I was successful in development & deployment of UPDATED Process flow post client approval to improve NPS scores. Subject Matter Expert from Mar 2009 to Dec 2014 for Process HP – Notebooks & Desktops Roles and Responsibilities 1) KRAs include improvement in Technical Scores (TPR) of the team and ensuring compliance of HP Process, Policies & Procedures. Responsible for team’s resolution, NPS and AHT metrics. 2) Used Salesforce to generate Reports on Open/Close Case Management daily and share across the team members. Also created a few Dashboards to present team’s weekly/monthly survey scores. 3) Take daily/weekly reviews on case management and conduct technical training/coaching sessions. Professional Achievements  Became an HP Client Certified SME (CTM Certified).  Achieved TPR, NPS & AHT targets for the team on a regular basis and got awarded for the same. Associate / Senior Associate from Jun 2006 to Mar 2009 for Process HP – Notebooks Roles and Responsibilities Handling inbound calls for HP Notebooks and providing technical resolution to customers ensuring Customer satisfaction. Professional Achievements Awarded with DSAT CHAMP and TPR EXPERT certificates. ORGANISATION: SquareM Tech Solutions (5th Feb 2002 to 7th Apr 2006) DESIGNATION: Faculty / Software Developer Roles and Responsibilities This is basically an IT institution where I helped in developing applications in Visual Basic as and when required for the institution though my primary task was to conduct computer classes on a regular basis on Visual Basic, Java, Windows, Computer Basics & MS Office. ORGANISATION: Servolink India (7th Sep 1998 to 24th Dec 2001) DESIGNATION: Web Designer / Software Developer Roles and Responsibilities Developed small applications in Visual Basic to meet organizational needs and also designed a web pages using HTML programming and Java Scripts. TECHNICAL QUALIFICATION SALESFORCE from Simplilearn Salesforce Administrator & App Builder (Developer) – Built two live projects on the same. Simplilearn Certification – [Click here to view certificate] E-Commerce from Big Leap Academy Assignments submitted on Website Development (HTML), CSS Scripts, Java Scripts, Basic Concepts of Adobe Photoshop, Java Programming, Oracle 8i & ASP. GNIIT from NIIT 1st Semester: DOS, Windows, LAN, MS Office (97, 2K, XP), Internet (Projects submitted on MS Office) 2nd Semester: Unix, RDBMS, SQL, C++, Software Engineering (Projects submitted on C++ & SQL) 3rd Semester: Visual C++, Windows NT, TCP/IP, Internet Server (Projects submitted on Visual C++) 4th Semester: Internet Programming, Visual Java, Visual Basic (Projects submitted on Visual Basic) EDUCATIONAL QUALIFICATION Bachelor in Computer Applications from Vinayaka Missions University. PERSONAL & FAMILY DETAILS Date of Birth Marital Status Nationality / Religion Languages Known Passport Number Father Mother Wife Daughter : : : : : : : : : 7th September 1977 Married Indian / Hinduism English, Bengali & Hindi T- (Expiration Date – 10th February 2029) Late Tarakdas Chakraborty (Retired Tele-communication Engineer) Late Debi Chakraborty (House Wife) Soma Chakraborty (House Wife) Rituja Chakraborty (Age 5 years) DECLARATION I declare that the above mentioned statements are true and proper. Thank You.