Summary
Overview
Work History
Education
Skills
Technology Proficiencies
Certification
Hobbies
Timeline
Generic

Siddharth Shinde

Pune

Summary

Technical support specialists with over 7 years of experience in IT Helpdesk/Desktop support/Technical support and I have a broad range of skills and knowledge in providing technical support to end-users. Responsible for troubleshooting hardware and software issues, installing and configuring software and hardware, resolving network issues, and providing technical assistance to end-users through various channels such as email, chat, and phone.

Looking to leverage my wealth of knowledge and experience to contribute to the growth of an organization.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technology Operation Engineer (L2 Support)

COFORGE
10.2023 - Current
  • Installing, configuring, and troubleshooting desktop systems, workstations, AWS VDI, and network problems for different clients.
  • Records, monitors, and manages client problems in a ticketing system to guarantee prompt resolution.
  • Addressing phishing and spam emails, retrieving files and folders from online backups, resolving Outlook problems such as difficulty opening, sending, or receiving emails, and re-creating profiles.
  • Dealing with network outages involves restarting access points and networking devices, occasionally requiring communication with the user’s internet service providers.
  • Managing Active Directory involves adding or removing members, modifying account information, handling aliases, resetting passwords, and unlocking accounts.
  • Cisco Umbrella and Office 365 administration includes blacklisting and whitelisting emails, websites, and domains with IT-Admin’s approval.
  • Duo Security responsibilities encompass account creation, phone addition, bypass code generation, and user reactivation.
  • In Office 365, tasks include adding or removing roles, managing distribution lists, group membership, shared mailboxes, email delegation, email forwarding, setting up multi-factor authentication, and license assignment.
  • Providing folder permissions to users after obtaining appropriate authorization by adding them to security groups.
  • Setting up new laptops for new users, creating user and admin accounts, and running computer setup scripts to install necessary software and applications.
  • Installing printers, scanners, and other peripheral devices in the local and AWS VDI environment with the help of redirection software.
  • Handling software application issues related to Adobe Acrobat and various utility software.
  • Ensuring the security of passwords, data, and file systems within the desktop environment.

Technology Support Specialist (IT Specialist)

Infosys BPM Limited
03.2020 - 09.2023
  • Configuring, installing, and joining the Windows computer under the domain environment.
  • Password resetting, account unlocking, share drive mapping, and adding network printer to the user’s PC.
  • Remotely troubleshooting issues related to Outlook, Excel, MS Teams, Network Printers, VPN, DNS, etc.
  • Documenting, tracking, and monitoring user issues to ensure timely resolution via the various channels (Ticketing System, Internal Chat, Email).
  • Collaborating with other IT teams to resolve complex issues and escalate problems as necessary.
  • Creating/updating knowledge articles and support process functions.

Senior Advisor(Helpdesk Support Associate)

Wipro BPS Limited
06.2018 - 09.2019
  • Worked as a help desk support associate for a UK client in the telecom domain.
  • Troubleshoot and diagnose issues related to network connectivity, software, and hardware.
  • Helping and guiding customers to fix their system and network issues.

Process Executive

Infosys BPM Limited
05.2017 - 04.2018
  • Worked with order management domain, Quote to cash cycle
  • Helping customer's regarding quote creation, renewals and subscription via chat and an email
  • Managing a pipeline of sales opportunities supporting multiple different technology partners.

Process Associate

Cross Country Infotech Private Limited
06.2015 - 04.2017
  • Worked for US-based healthcare and staffing company.
  • Worked with healthcare professionals in the recruitment domain.
  • Complied with industry regulations, staying up-to-date with any changes.

Education

Master - English Literature

Savitribai Phule Pune University
Pune
2015

Bachelor - English Literature

Abasaheb Garware college
Pune
2013

Higher Secondary School Certificate - NA

Maharashtra State Board of Secondary and Higher Secondary Education
Pune
2010

Secondary School Certificate -

Maharashtra State Board of Secondary
2005

Skills

  • Help Desk Ticketing Systems
  • Problem Diagnosis
  • Technical Troubleshooting
  • Phone & Online Support
  • Incident-Management
  • Service-Management
  • Remote Troubleshooting
  • Computer Networking

Technology Proficiencies

Ticketing: ServiceNow, Service Desk, ConnectWise

Networking: LAN, MAN, WAN, TCP/IP, DHCP, DNS, VPN

Operating System: Windows, Linux, MacOS

Database: Active directory

Software: Office 365, Outlook, Teams, MS Suite, Adobe, Fabulatech

Browsers: Google Chrome, Microsoft Edge, Mozilla Firefox

Programming Languages: MYSQL, Python

Certification

  • CCNA course from I-MEDITA Pune.
  • Windows Server Administration from Udemy
  • IT Support technical Skills helpdesk from Udemy
  • CompTIA Network+ from Udemy.
  • Google IT Support Professional certificate.
  • Infosys Certified ITIL Service and Incident Management certificate.
  • Infosys Certified Application operation Support skill tag.
  • Infosys Certified cloud beginner.
  • Infosys Certified Python Associate.

Hobbies

  • Playing cricket
  • Watching movies
  • reading motivational books

Timeline

Technology Operation Engineer (L2 Support)

COFORGE
10.2023 - Current

Technology Support Specialist (IT Specialist)

Infosys BPM Limited
03.2020 - 09.2023

Senior Advisor(Helpdesk Support Associate)

Wipro BPS Limited
06.2018 - 09.2019

Process Executive

Infosys BPM Limited
05.2017 - 04.2018

Process Associate

Cross Country Infotech Private Limited
06.2015 - 04.2017

Master - English Literature

Savitribai Phule Pune University

Bachelor - English Literature

Abasaheb Garware college

Higher Secondary School Certificate - NA

Maharashtra State Board of Secondary and Higher Secondary Education

Secondary School Certificate -

Maharashtra State Board of Secondary

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Siddharth Shinde