Sanmay Jena

I’m an aspiring AI engineer who’s building my journey step-by-step. I love exploring how intelligent systems work — from understanding LLMs, self-attention, agents, APIs, and Azure AI to applying them in real projects.

Along the way, I’ve also been on a self-reflective journey, trying to understand my own roles, masks, and growth as a person while building myself technically and mentally.

 Handled day-to-day client issues through the ITSM tool, working on server-related problems, failed or

unauthorized changes, high volumes of emergency changes, and change collisions.

 Took care of incident, problem, and change management activities to keep operations running smoothly.

 Worked with different teams to review repeated issues and help put long-term fixes in place.

 Coordinated closely with the Quality Team to track engineer performance and ensure SLA commitments

were met.

 Supported and guided engineers, helping the team consistently achieve a 98% on-time resolution rate.

 Followed ITIL practices to reduce risks and improve the overall efficiency of service processes.

 Prepared regular performance reports and shared insights for improving service quality and customer

satisfaction.

 Spotted gaps or delays in the change process and suggested improvements to make workflows more effective.

THAPAR INSTITUTE OF ENGINEERING AND TECHNOLOGY 2025-2026

M.E in Artificial Intelligence CGPA: 8.0

SRM INSTITUTE OF SCIENCE AND TECHNOLOGY 2019-2023

B. Tech in Computer Science and Engineering CGPA: 9.01