Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
Generic
Suhas Gaikwad

Suhas Gaikwad

Pune

Summary

Dynamic Service Desk Manager at Cognizant with a proven track record in enhancing customer satisfaction and optimizing service delivery. Expert in incident management and staff training, achieving significant improvements in first-call resolution rates. Adept at analyzing infrastructure security and implementing effective solutions, fostering strong client relationships through proactive support.

Overview

13
13
years of professional experience

Work History

Service Desk Manager

Cognizant
Pune
03.2022 - Current
  • Directed 30-member service desk team, ensuring adherence to SLAs and enhancing customer satisfaction.
  • Successfully transitioned 3 projects, delivering smooth knowledge transfer and operational handover with minimal disruption.
  • Trained staff on service standards and conflict resolution, boosting first-call resolution rates.
  • Monitored performance against KPIs, generating reports and implementing strategies for improvement.
  • Led project transitions, facilitating knowledge transfer and minimizing service disruptions.
  • Collaborated with management to devise technical strategies that met client requirements.
  • Analyzed infrastructure security gaps, implementing solutions to enhance system reliability.
  • Oversaw incident management process, reducing resolution times through effective escalation handling.
  • Configured and maintained hardware/software systems, maximizing uptime during peak usage.

Team Leader

Wipro Limited
Pune
08.2021 - 03.2022
  • Led and coached a 10-member team, ensuring high-quality service delivery and customer satisfaction.
  • Mentored staff through daily coaching, training programs, and performance reviews, improving accuracy and productivity.
  • Built strong customer relationships by providing proactive, solution-oriented support.
  • Coordinated weekly meetings with internal and external stakeholders to align objectives and resolve issues quickly.
  • Assisted with recruitment, onboarding, and development of new hires, ensuring smooth integration into the team.
  • Fostered a collaborative service environment, improving efficiency and optimizing customer support outcomes.

Service Desk Engineer

Mphasis Limited
Pune
07.2020 - 08.2021
  • Collaborated cross-functionally with internal teams, vendors, and partners to resolve technical issues efficiently.
  • Acted as a technical liaison with key decision-makers and served as an external spokesperson for support matters.
  • Diagnosed, troubleshot, and resolved system and application issues, reducing escalation rates.
  • Delivered first-level support for end users, providing clear guidance and step-by-step troubleshooting.
  • Authored support documentation and knowledge base articles, empowering users to resolve issues independently.
  • Documented all service interactions for knowledge sharing and process improvement.
  • Simplified technical concepts for non-technical users, improving customer satisfaction and reducing repeat issues.
  • Streamlined repair processes and updated procedures to enhance consistency in support actions.

Infrastructure Team Lead

Larsen & Toubro Infotech Limited
Mumbai
03.2017 - 04.2020
  • Led IT infrastructure team operations, ensuring 24/7 monitoring and proactive management to maintain 99.9%+ network availability.
  • Handled escalations and outage management, achieving a 90%+ resolution rate without escalation.
  • Automated routine tasks and alerts using scripting, enabling immediate detection of failures and contributing to 100% application uptime.
  • Coordinated incident response, root cause analysis, and impact communication to minimize downtime.
  • Performed regular preventive and corrective maintenance activities to ensure system reliability.
  • Managed successful replacement of EOL Cisco routers and switches (C1900, C2900, ISR 4200/4300, Cisco 3500 Series).
  • Worked with monitoring tools including WhatsUp Gold, NetFlow Analyzer, Device Expert, Cisco ISE, and Cisco ACS to improve system performance visibility.
  • Built cross-departmental collaboration with network support teams to expedite ticket resolution and prioritize business-critical issues.
  • Conducted process training for new team members and prepared MIS/client reports to maintain operational transparency.
  • Supported project activities and ensured on-time implementation of scheduled IT infrastructure changes.

System Administrator (SharePoint)

Larsen & Toubro Infotech Limited
Mumbai
03.2016 - 12.2016
  • Creating sites, Site Collection and sub-Sites on client request
  • Defining rights Management policy for the Site depending upon the Site Category
  • Access Requests (Providing Rights/Changing Permission Level/Removing Rights)
  • Creating sites, Site Collection and sub-Sites on client request
  • Defining rights Management policy for the Site depending upon the Site Category
  • Access Requests (Providing Rights/Changing Permission Level/Removing Rights)
  • Defining Policy Document for SharePoint Portal
  • Preparing Sites for Audits
  • Troubleshooting All the SharePoint Issues experienced by user
  • Understand client Requirement and modify publishing layouts web parts as per requirements
  • Meet SLA agreements and provide daily technical support
  • Provide on-call support and miscellaneous tasks
  • Regularly following up with Level 3 Team for getting the issues resolved on time
  • Maintaining accurate data d tracking new access requests
  • Preparing User Manuals and maintaining Issue trackers
  • Providing remote support to the end users
  • Preparing Knowledge base documents
  • Providing process training to the new team members.

Service Desk Analyst (Windows L1 Support)

Larsen & Toubro Infotech Limited
Mumbai
01.2015 - 06.2016
  • Acted as Major Incident Manager for high-priority issues, driving resolution and escalation management to ensure business continuity.
  • Owned end-to-end Incident and Problem Management processes, reducing escalations by delivering effective first-level fixes.
  • Served as SME and escalation point for the service desk, collaborating with teams in India and the UK through daily handovers.
  • Provided account management in Active Directory (user creation, access requests) and supported key applications (SharePoint, Oracle, Documentum, Juniper VPN, Microsoft Office, etc.).
  • Delivered WebEx, room booking, and network printer support, ensuring smooth day-to-day operations.
  • Interacted with clients weekly to review team performance, gather feedback, and support new implementations.
  • Prepared MIS reports, user manuals, and knowledge base documents, standardizing processes and improving service quality.
  • Mentored new team members through training and onboarding, enhancing overall team efficiency.

SharePoint Administrator

Larsen & Toubro Infotech Limited
Mumbai
03.2014 - 12.2015
  • Led server infrastructure development across quality assurance, staging, and production environments.
  • Administered SharePoint sites, collections, and sub-sites, defining access rights and policies based on business requirements.
  • Troubleshot and resolved SharePoint issues, ensuring compliance with SLA agreements and client expectations.
  • Partnered with clients to gather requirements, customize publishing layouts, and configure web parts.
  • Prepared audit-ready sites, policy documents, and access request processes, strengthening governance and compliance.
  • Coordinated with L3 teams to resolve escalated issues and ensure timely closure of incidents.
  • Authored MIS reports, user manuals, and knowledge base documents to improve transparency and knowledge sharing.
  • Provided remote support, on-call support, and staff training, ensuring uninterrupted IT operations.

SAP Service Manager (L1)

Larsen & Toubro Infotech Limited
Mumbai
03.2013 - 12.2013
  • Delivered Level 1 support for ERP and Non-ERP applications for EBG users.
  • Coordinated shift operations to ensure uninterrupted IT support coverage.
  • Led training sessions for staff on SAP best practices and system updates.
  • Reviewed calls and tickets daily, ensuring timely resolution and appropriate escalation.
  • Prepared MIS reports, dashboards, call scripts, and email templates to enhance service consistency.
  • Developed knowledge base documents to standardize support processes effectively.
  • Collaborated with development teams to address customer complaints and technical issues on SAP portals.
  • Worked with cross-functional teams to resolve SAP-related issues promptly.

Education

BBA - Business Management

SMU University
Sikkim

Skills

  • Technical support and application assistance
  • Key performance indicators
  • Staff training and education
  • Client relationship management
  • Technical documentation comprehension
  • Desktop and network support
  • Issue analysis and resolution
  • TCP/IP networking
  • Planning and coordination
  • Team collaboration
  • Network infrastructure monitoring
  • Network performance assessment
  • Device monitoring and support
  • Cisco equipment knowledge
  • SNMP monitoring expertise
  • Network security management
  • Avaya system proficiency
  • IP address management
  • Firewall administration tools
  • Incident management
  • Infrastructure management
  • Service delivery optimization
  • ITIL framework
  • Service level management

Hobbies

Watching sci-fi hollywood movies.

Riding Bike.

Listening Music.

Timeline

Service Desk Manager

Cognizant
03.2022 - Current

Team Leader

Wipro Limited
08.2021 - 03.2022

Service Desk Engineer

Mphasis Limited
07.2020 - 08.2021

Infrastructure Team Lead

Larsen & Toubro Infotech Limited
03.2017 - 04.2020

System Administrator (SharePoint)

Larsen & Toubro Infotech Limited
03.2016 - 12.2016

Service Desk Analyst (Windows L1 Support)

Larsen & Toubro Infotech Limited
01.2015 - 06.2016

SharePoint Administrator

Larsen & Toubro Infotech Limited
03.2014 - 12.2015

SAP Service Manager (L1)

Larsen & Toubro Infotech Limited
03.2013 - 12.2013

BBA - Business Management

SMU University

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Suhas Gaikwad