About

Susovon Ghosh is a seasoned professional with over 7 years of experience in E-Commerce, Telecommunication, and IT Support. He is proficient in Advanced Excel using Excel Functions & Formulas, Pivot Table & Charts, Data Validation, Lookup functions & Conditional Formatting. In his Telecom role, he was responsible for Order management & processing (L2C & T2R), Property damage management, Billing operations, Technical Backend Operations & Incident Management. In E-Commerce, he managed Shipping & Delivery operation, Payment processing, DP Onboarding, Fulfilment Centre Support, Service Area & Schedule Management. In IT Operations, he was responsible for Support Operations, Service desk & Incident Management. Susovon is also skilled in Data analysis & Reporting using Advanced Excel in Telecom Operation, & E-Commerce-Shipping & Delivery Operations. Currently, he is working as a CI Analyst at Cerner. His key responsibilities include converting Incidents into Change Requests raised by L1, transferring Incidents for further investigation and research to concerned teams, investigating, processing, updating & completing Change Request raised, progressing & completing Service Requests transferred by Incident Management, Help Desk/FRT & PSE team, processing User Interface Changes in the application, resolving, processing Escalated Service Request on high priority, investigating, transferring Service Request to different teams as required, communicating with SSO & SIA regarding more information from clients, following the Kanbomb stages in progression of SRs, scheduling Client meets for clarification, more information on request raised, and working on AMS, Community Works and Global Change requests. Prior to his current role, Susovon has worked with Amazon and BT as an Operations Associate. At Amazon, he investigated, calculated, processed & updated Payment issues, raised Service Requests on DPs Onboarding issues such as BGC, DL Verification, assisted Off-Road Delivery operations, raised, processed Off-board Appeals on behalf of DPs, provided Covid-19 Assistance to the DPs, transferred, escalated Legal & Threat cases to the Escalation team, and performed Data Analysis of factors influencing Payment issues, Off-Road Delivery Issue & Off-Board Appeals. At BT, he assisted, updated Communication Provider (CPs) regarding Order Provisions, investigated, processed & resolved Exceptions, Faults & Remote Repair, communicated, followed-up with Internal Stakeholders for Order provision completion as per SLA, processed, updated & shared Recruitment Provisioning data with Internal stakeholders, appointed Provision Engineers, Fault Engineers