Soumen Chakraborty

Address: 15, Pocket 8, Kalkaji Extension, New Delhi - 110019

Email: Soumen0756@gmail.com | Contact: 9560342330

Professional Summary

Results-driven IT Infrastructure Project Coordinator with over 5 years of combined experience across project coordination, business analysis, and service delivery. Expertise in Microsoft 365, ConnectWise, and Copilot integration. Adept at managing end-to-end IT infrastructure projects, stakeholder communication, and ensuring timely project execution. Strong leadership experience with proven ability to train and lead teams, streamline operations, manage resources, and deliver quality results under pressure.

Professional Experience

Project Coordinator - IT Infrastructure | IT By Design | Dec 2024 – Present

• Coordinating multiple IT infrastructure projects including Microsoft 365 and Copilot integration initiatives.

• Managing cross-functional collaboration between technical and business teams.

• Overseeing task allocation, documentation, and client communications to ensure on-time project delivery.

• Supporting ConnectWise implementation and workflow improvements.

• Monitoring project KPIs and preparing reports for senior management.

• Handling engineer and resource management for technical ticket assignments and escalations.

• Managing project billing and financial closure post completion of project deliverables.

Senior Business Analyst & Shift Lead | Infinite Computer Solutions | Apr 2021 – Aug 2024

• Led the Business Analyst team for Gannett Project, providing IT and data management support.

• Oversaw ticket management using ServiceNow (SNOW) and Naviga ticketing tools.

• Supported Linux-based CHUI systems and GUI applications for report automation and access management.

• Conducted client coordination and publication management tasks (additions, deletions, CRON changes).

• Created and maintained documentation, training materials, and knowledge base articles.

• Managed a team of 15+ analysts; part of the recruitment panel conducting 15+ technical interviews.

• Achievements: Promoted to Cloud Team Lead and Shift Lead, received 2 SPOT Awards, completed ITIL training.

Service Desk Analyst | Capgemini | Jul 2022 – Jan 2023

• Delivered end-user technical support for Brinkers project.

• Managed user accounts, incident response, and patch management.

• Engaged L2/L3 and field teams for issue escalation and resolution.

• Troubleshot network issues (DNS, DHCP, IP connectivity) using SCCM and Windows tools.

Customer Service Associate | iEnergizer | Feb 2020 – Jul 2022

• Supported US-based clients (DSW, OneCall) via voice, chat, and email.

• Processed customer claims, handled billing, orders, and returns.

• Reviewed claims for eligibility and maintained accurate documentation.

Service Desk Analyst / Dialer Manager | Teleperformance | Nov 2012 – Aug 2015

• Provided L1 IT support and managed workstation setup, software installation, and Active Directory.

• Maintained helpdesk operations and internal procedure documentation.

• Managed predictive dialer system including campaign setup, reporting, and real-time optimization.

• Analyzed performance metrics and executed strategy refinements to enhance campaign effectiveness.

Educational Qualification

• B.A., Swami Vivekananda Subharti University – 2023

• Higher Secondary (Science), RBS, CBSE – 2009

• Secondary, RBS, CBSE – 2006

CERTIFICATIONS

Business Analysis & Process Management (Valid from 03/2025, No Expiry)
Fundamentals of Agile Project Management (Valid from 03/2025, No Expiry)
Fundamentals of Predictive Project Management (Valid from 03/2025, No Expiry)
Generative AI Overview for Project Managers (Valid from 03/2025, No Expiry)
Practical Application of Gen AI for Project Managers (Valid from 03/2025, No Expiry)

Technical Skills

• Tools: Microsoft 365, ConnectWise, ServiceNow (SNOW), Naviga, SCCM

• Project Management: Copilot integration, ITIL Framework, Stakeholder Coordination, Resource & Billing Management, Risk & Issue Tracking

• Technical: SQL (basic), Linux, GUI/CHUI Systems, Network Troubleshooting

• Soft Skills: Leadership, Communication, Documentation, Training & Mentorship

Personal Information

Father’s Name: Mr. Santanu Chakraborty

Date of Birth: 11th September 1989

Hobbies: Photography, playing guitar, listening to music, traveling