# Subhangi Pattnaik

Subhangi Pattnaik is a remote worker on Himalayas, Quality Analyst at Aptly Technology Corporation, based in India.

Source: https://himalayas.app/@subhangipattnaik

```text
Quality Analyst at Aptly Technology Corporation (Microsoft), auditing Sev-1 and Sev-2 incident workflows.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 1057k+ INR |
| Job categories | Quality Analyst, Business Process Specialist, Senior Analyst, Help Desk Technician, IT Support Analyst |
| Skills | IT Service Management, Quality Auditing, Incident Management, Root Cause Analysis, ServiceNow, SLA Management, Customer Satisfaction (CSAT), Knowledge Base Management, Escalation Management, Microsoft DFM, Case Buddy, Microsoft Office 365, Microsoft Teams, Azure, Microsoft Defender |

## About

```text
At Aptly Technology Corporation (Microsoft), I managed quality analysis for high-priority Sev-1 and Sev-2 incidents and escalation cases, checking compliance with internal policies, SLAs, and KPIs. I audited incident workflows for procedural accuracy, root-cause precision, and resolution efficiency.

At Tata Consultancy Services, I monitored ServiceNow dashboards for ticket resolution, SLA performance, and CSAT. I led weekly knowledge-base review sessions and performed root-cause analysis on escalated tickets and CSAT drops.

At Capgemini, I worked on the core licensing team, assigning Microsoft Office application licenses and assisting users with application issues. I also supported automation testing during the rollout from Skype to Microsoft Teams.
```

## Experience

### Quality Analyst

Aptly Technology Corporation. May 2025 - Dec 2025

```text
Managed end-to-end quality analysis for high-priority incidents and escalations, ensuring compliance with SLAs and KPIs. Conducted coaching sessions and engaged with customers to improve CSAT.
```

Skills: DFM, Case-Buddy, Incident-Management, Quality-Auditing, SLA-Compliance, Customer-Satisfaction

### Business Process SME

[Tata Consultancy Services](https://himalayas.app/companies/tata-consultancy-services). Jan 2022 - Oct 2024

```text
Monitored ServiceNow dashboards for SLA performance and CSAT, coordinated team and leadership syncs, and led KB reviews. Performed root cause analysis on escalations and supported peak volume periods.
```

Skills: ServiceNow, SLA-Management, CSAT, Root-Cause-Analysis, Knowledge-Management, Dashboard-Monitoring, Team-Coordination

### Senior Assistant Helpdesk Technician

[DXC Technology](https://himalayas.app/companies/dxc-technology). Sep 2019 - Oct 2020

```text
Provided technical and networking support for BMS clients in a 24/7 environment, handled self-service and email tickets, and improved knowledge articles. Collected data on ageing and escalation tickets for team discussions.
```

Skills: Technical-Support, Networking, Knowledge-Management, Ticket-Management, SLA-Compliance, Customer-Service

### IT Analyst

Cameo Global. Dec 2018 - Jul 2019

```text
Assisted CISCO clients with technical, network, and Cisco-related issues via calls, email, and chat. Resolved self-service tickets to meet SLAs, focusing on Cisco IP phones and applications.
```

Skills: IP-phones, Cisco-Applications, Technical-Support, Network-Troubleshooting, SLA-Compliance, Customer-Service

### Senior Analyst

[Capgemini](https://himalayas.app/companies/capgemini-technology-services)

```text
Worked as core licensing team for Microsoft Office application licenses, handled application-level issues, and analyzed reports on tickets and CSAT. Managed team workload for timely SLA closure and participated in automation testing for Skype to Teams rollout.
```

Skills: Microsoft-Office-365, License-Management, SLA-Management, CSAT, DSAT, Testing-Automation, Microsoft-Teams, Report-Analysis

## Education

### Padmanava College of Engineering (BPUT)

Bachelor of Technology, Computer Science and Engineering. 2014 - 2018. Grade: GPA: 7.5

```text
Bachelor of Technology in Computer Science and Engineering from Padmanava College of Engineering (BPUT) from 2014 to 2018.
```

### St. Joseph Convent School

Higher Secondary, Biology. Grade: GPA: 59%

```text
Higher secondary education in Biology from St. Joseph Convent School, completed in 2013.
```

### St. Mary's School

Secondary, Computer Science. Grade: GPA: 75

```text
Secondary education in Computer Science from St. Mary's School, completed in 2011.
```

## Tech stack

- Microsoft Azure
- Microsoft Teams
- Microsoft Office 365
- Microsoft Excel
- ServiceNow
- Microsoft Intune
- Microsoft Defender
- Azure

To contact Subhangi, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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