About
I am a dynamic and results-oriented professional with a strong background in IT service management, team leadership, and process improvement. Over the years, I have cultivated a passion for driving operational efficiency and enhancing customer satisfaction through innovative solutions and collaborative strategies. In my journey, I’ve focused on fostering seamless communication between teams and stakeholders, ensuring alignment with business goals. My ability to identify and implement improvements has led to tangible outcomes, such as streamlining processes and reducing errors. I take pride in creating an environment of continuous learning and growth, whether by enhancing knowledge management systems or mentoring team members to unlock their potential. Technical expertise has always been my foundation. I’ve worked across various platforms and tools, from microcontroller motherboards to advanced service management tools, which has enabled me to deliver impactful results. Beyond technical knowledge, I believe in the power of adaptability and inquisitiveness to stay ahead in the rapidly evolving IT landscape. Recognition along the way, such as awards for outstanding performance and leadership, has affirmed my commitment to excellence. However, my true motivation comes from solving problems, driving meaningful change, and collaborating with diverse teams to achieve shared goals. Academically, my background in Computer Science & Engineering has equipped me with the technical skills and analytical mindset to approach challenges creatively. I’ve also worked on innovative projects, such as an Android healthcare app and an Arduino-based quadcopter, which not only tested my technical knowledge but also strengthened my leadership and problem-solving skills. What drives me every day is the opportunity to bridge the gap between technology and people, creating solutions that make a difference. I’m always excited to take on new challenges and contribute to initiatives that align with my skills and aspirations.
- Birthday: 14 December 1996
- Website: sudhansubarik.github.io
- Phone: +91 80937 89528
- City: Bangalore, India
- Age: 28
- Degree: Bachelor's
- Email: sudhansubarik07@gmail.com
- IELTS Academic: 7.5
I started off my career while working as a Background Verification Researcher at Aegis which greatly helped improve my communication skills. After working there for 8 months, I switched to technical domain and started working as a Technical Support Representative at DXC Technology but I was soon promoted to a Subject Matter Expert and was responsible for managing the team and attending calls with the client in the absence of my Team Leader. I served at DXC Technology for 2 years and 8 months post which I joined TCS as a Business Process Lead. At TCS, I was managing a team of Global Service Desk agents while being responsible for 8 APAC countries of the client which helped to effectively strengthen my interpersonal and organizational skills.
Skills
Resume
This section contains my latest education and employment information including some minute details such as subjects studied, projects undertaken, skills acquired, etc.
Education
Bachelor of Technology in Computer Science & Engineering
2014 - 2018
Padmanava College of Engineering (BPUT), Rourkela, IN | 6.84 CGPA
Acquired skills in C, C++, Java, Web Development, Android app development, Embedded Systems, Robotics, Drones/Micro-UAVs, etc. and also held different positions of responsibility such as Campus Ambassador, Team Leader for various projects and workshops, Organizer for various robotics competitions and also served as the President of Robotics Club for a tenure of 1 year.
Projects:- Gesture Controlled Robot - Our team built a Gesture Controlled Robot using the Arduino Lilypad, Arduino Uno, ADXL335 accelerometer, 433MHz RF transmitter and receiver modules among other components. This project helped us learn the measurement of acceleration across 3 axes as well as the principles surrounding Radio Frequency transmission.
- Arduino based Quadcopter - Our team built a Flight Controller using Arduino microcontroller motherboard which helps with self-leveling of a Quadcopter. This project helped me gain deeper understanding of PID (Proportional Integral Derivative) control in drones through practical implementation. Being a Team Leader during these projects, helped me gain crucial skills such as team management, mentoring, coaching and conflict resolution.
- MedKlick - Our team built an Android app that combined medical services available in different hospitals around the city to provide faster healthcare services for the users with features such as booking appointments according to the selected ailment as well as a dedicated page for Emergency Numbers with an integrated call button which would immediately dial the respective team when clicked on by the user and several other features which made it easier for users to access the myriad of healthcare services with much ease.
Senior Secondary
2012 - 2014
St. Paul's School (CISCE), Rourkela, IN | 55.2%
Subjects: English, Mathematics, Physics, Chemistry, BiologyExtracurricular Activities/Achievements:
- Participated in district level Basketball tournament
Secondary
2007 - 2012
St. Paul's School (CISCE), Rourkela, IN | 78.4%
Subjects: English, Oriya, Environmental Education, History, Civics & Geography, Mathematics, Science, Computer ApplicationsExtracurricular Activities/Achievements:
- Participated in inter-school basketball tournaments
- Participated in various intra-school literary competitions such as Essay Writing, Poem Writing and also in Elocution competitions
Professional Experience
Business Process Lead
Jun 2022 - Jan 2025
Tata Consultancy Services, Bangalore, IN
- Improved team's response time by 15% through the implementation and monitoring of customized ServiceNow dashboards, leading to increased efficiency and customer satisfaction
- Enhanced process standardization and alignment by organizing weekly meetings with client-side Regional-Heads and other Service-Owners, resulting in a decrease in operational errors and improved overall service delivery and collaboration
- Streamlined the process and improved rapport with other support teams by organizing meetings with respective client-side Service-Owners and Managers in order to improve existing processes or to resolve conflicts between Level 1 and other Level 2 teams
- Increased knowledge base article usage by 25% year-on-year through meticulous review and modification of required articles, ensuring availability of latest information for the team
- Enhanced knowledge sharing and collaboration through regular Team Huddles, resulting in improved communication and alignment within the team
- Perform Root Cause Analysis on Customer Dissatisfactions, Escalation Tickets as well as tickets that miss meeting Service Level Agreements
- Conducted external interviews for recruitment of new team members
Associate Professional Technical Support
Sep 2019 - May 2022
DXC Technology, Bangalore, IN
- Supported 12 different clients simultaneously while working in a 24*7 work environment
- Regularly audited calls and self-service tickets worked on by the team members and conducted feedback sessions as well as implemented Personal Improvement Plans where required
- Performed IAM (Identity and Access Management) activities such as creation and deletion of accounts, license management, etc. in Windows Active Directory and Okta
- Responsible for Knowledge Transfer of two projects/clients and conducted train-the-trainer sessions for the new support teams
- Promoted to the role of a Subject Matter Expert within 6 months of joining the team due to exceptional performance, quick learning ability, and being recognized as a trusted point of guidance by team members
Executive - Operations
Jan 2019 - Aug 2019
Aegis Customer Support Services Pvt. Ltd., Bangalore, IN
- Worked as a Verifications Researcher for HireRight and conducted Employment and Education Background Verification for US Clients
- Received, recorded and addressed incoming and outgoing communication via telephone and email
- Implemented company policies, technical procedures and standards for preserving integrity and security of data, reports and access
Recommendations
Listed below are some appreciations and recommendations that I have received from my peers, collegues, clients, supervisors and managers.
Wanted to give positive feedback for Sudhansu on this ticket. I was contacted by Natalie directly and asked her to reboot the router but also raise a ticket in SNow. Sudhansu was very proactive and actioned said ticket within minutes, good to see such responsiveness.
Rob Wallace
DTS Country Head - Australia, The Adecco Group
Great work in handling this ticket!
User reached out and I directed to Budy IT to engage with a live agent as it was critical for him to get outlook working again.
The entire experience was seamless and handled perfectly!
Big Thanks to you and keep up the great work!
Gene Ong
Regional Head of Service Desk APAC, The Adecco Group
Sudhansu is one of the most dedicated professionals I’ve worked with and is willing to put that extra help whenever you need it. His expertise and knowledge in the field has helped our team come up with more efficient solutions and the way he handles clients is genuinely remarkable. He has earned everybody’s respect through his skills and value. I highly recommend Sudhansu and would love to work with him again! 🥳
Arjun Rajeev
Service Delivery Coordinator, DXC Technology
I had the pleasure of working with Sudhansu, where he consistently demonstrated his expertise in troubleshooting and dedication to providing outstanding customer service. Sudhansu is a natural problem solver with an exceptional ability to identify and resolve customer issues quickly and effectively. His strong technical knowledge and attention to detail allow him to diagnose problems accurately and provide timely solutions. Sudhansu is also an excellent communicator who has a talent for being concise and to the point.
What sets Sudhansu apart is his unwavering commitment to putting the customer first. He consistently goes above and beyond to ensure that every user receives the highest level of service possible. Sudhansu is patient, empathetic, and always willing to listen to users' concerns, which enables him to build trust and establish long-lasting relationships with them.
His troubleshooting skills, technical knowledge, and customer-centric approach make him a valuable asset to any organization.
Manikandan Surendren
Technical Lead, Tata Consultancy Services
I recently dealt with Sudhansu Barik on IT Ticket number INC******** and I wanted to let you know what an amazing service he provided.
I connected with him through Budy IT as I was having issues with my Outlook – he raised a ticket for me and was able to fix the issue promptly. He made himself available around my meetings and continued to follow up several times throughout the week to ensure the issue had been resolved.
By far the best IT service I have received thus far.
Thank you for your help Sudhansu, I appreciate your work 😊
Alice Marini
Workforce Planning Administrator, Akkodis
At difficult times, it's important to find people you can count on. You are one of those reliable employees. You had improved from how it used to be which helped in reducing error count on AIMIA, GenOn and Lumileds for the team via your coaching skills. Also helping team folks to gear up on GoFluent. Thanks for all your hard work.
Islam Syed Tanweer
Associate Manager, DXC Technology
I had an opportunity to work with Sudhansu on a very challenging IT initiative. He was extremely patient and flexible - including accommodating my time zone - and was very creative in identifying solutions when standard processes were unsuccessful. Sudhansu is a skillful, kind, and talented professional to work with and I would highly recommend his partnership for your IT needs. Thanks again Sudhansu!
Marianne Brooks
Branch Manager Los Angeles, The Adecco Group
Sudhansu is Fantastic in managing the Customer relationship and Customer Satisfaction.
Srikanth Pradhan
Account Delivery Manager, DXC Technology
I had the opportunity to work with Sudhansu at O-I. I needed to move all my files from my old laptop to a new one and setup the new computer from scratch including a lot of non standard softwares. Sudhansu helped me transfer 50 GB+ file scattered all over my local drive, optimized my hard drive space, and helped me setup all the software I need including Anaconda environment and others. I did not lose a single file in the process. He is patient, a good listener, intelligent, friendly, and professional. I would recommend Sudhansu any day of the week.