Summary
Overview
Work History
Skills
Affiliations
Certification
Hobbies
Timeline
Generic

Siddharth Shinde

Pune

Summary

Technical Support Engineer with 7+ years of experience in system administration, cloud services, and enterprise IT support. Skilled in troubleshooting, installation, and configuration of software and hardware. Expert in resolving complex network issues, and ensuring seamless IT operations.
Proficient in Active Directory, Entra ID, and Office 365 for user management and access control.
Experienced in providing end-user support and maintaining high service standards.

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

Overview

10
10
years of professional experience
1
1
Certification

Work History

IT Service Operation Analyst

Davies
Pune
07.2024 - Current
  • Log, track, and resolve client issues using the ServiceNow ticketing system to ensure prompt and efficient support.
  • Serve as an Intune Administrator, responsible for granting access to specific applications by adding users to relevant groups, and processing leaver requests by remotely wiping or erasing device data.
  • Manage device enrollment in Intune, including syncing and configuring new devices for end users.
  • Deploy and manage a variety of application types, such as Win32 apps, MSIX packages, Line-of-Business (LOB) apps, Microsoft Store apps, and mobile applications, by creating appropriate groups within Intune.
  • Install applications via Command Prompt using scripts written in VBScript, Batch, and PowerShell when required.
  • Monitor device health, performance, and compliance through the Intune Admin Center, and troubleshoot any related issues.
  • Create and invite external users in Microsoft Entra ID (formerly Azure AD) to grant contractors access to internal resources.
  • Manage Active Directory by performing tasks such as creating and deleting user accounts, modifying user information, managing aliases, and enabling or disabling devices.
  • Perform comprehensive Office 365 administration, including role management, distribution list and group membership updates, shared mailbox configuration, email forwarding, access delegation, MFA setup, and license assignment.
  • Monitor server backups and recover deleted or missing files using cloud-based backup tools.
  • Troubleshoot server-related issues, often resolving them through reboot procedures.
  • Administer Okta by resolving user login issues, unlocking accounts, assigning Single Sign-On (SSO) access to applications, and managing group memberships for access provisioning.

Technical Operations Engineer (L2 Support)

COFORGE
Pune
10.2023 - 07.2024
  • Install, configure, and troubleshoot desktop systems, workstations, AWS VDI, and network problems for different clients.
  • Set up new laptops for new users, create user and admin accounts, and run computer setup scripts to install necessary software and applications.
  • Records, monitors, and manages client problems in a ticketing system to guarantee prompt resolution.
  • Addressing phishing and spam emails involves blocking them through anti-phishing and email filtering policies, troubleshooting Outlook issues like difficulty opening, sending, or receiving emails, and resolving them by re-creating profiles.
  • Deals with network outages involve restarting access points and networking devices, occasionally requiring communication with the user’s internet service providers.
  • Monitor data backups on the server, retrieving, and restoring files and folders that have been deleted or are missing using online backup tools.
  • Manage 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 administration, 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.
  • Provide folder permissions to users after obtaining appropriate authorization by adding them to security groups.
  • Use PowerShell commands to synchronize on-premises Active Directory with Azure AD, update group policies, and assign calendar permissions.
  • Troubleshooting network problems involves using commands like ping, ipconfig /all, netstat, and tracert to diagnose issues.
  • Install printers, scanners, and other peripheral devices in the local and AWS VDI environment with the help of redirection software.

Technology Support Specialist (IT Specialist)

Infosys BPM Limited
03.2020 - 09.2023
  • Configured, installed, and joined the Windows computer under the domain environment.
  • Password resetting, account unlocking, share drive mapping, and adding network printer to the user’s PC.
  • Remotely troubleshoot issues related to Outlook, Excel, MS Teams, Network Printers, VPN, DNS, etc.
  • Documented, tracked, and monitored user issues to ensure timely resolution via the various channels (Ticketing System, Internal Chat, Email).
  • Collaborated with other IT teams to resolve complex issues and escalate problems as necessary.
  • Created/updated 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.

Skills

  • Intune Management
  • Office 365 administration
  • Problem diagnosis
  • Technical troubleshooting
  • Phone and online support
  • Incident management
  • Service Management
  • Remote troubleshooting
  • Computer Networking

Affiliations

Ticketing: ServiceNow, Service Desk, ConnectWise

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

Operating System: Windows, Linux, MacOS

Cloud: Azure AD (Entra ID), Office 365, AWS Workspaces (VDI), Azure, Intune, SCCM

Software: Automate, Secrete Server, Adobe , 7Zip, Citrix Workspace

Programming Languages: Python, PowerShell

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

IT Service Operation Analyst

Davies
07.2024 - Current

Technical Operations Engineer (L2 Support)

COFORGE
10.2023 - 07.2024

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

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Siddharth Shinde