Cloud Technologies & M365: Passionate about exploring and mastering cloud-based technologies, with a particular focus on M365 apps to improve organizational efficiency and collaboration
SAURABH THORVE
Technical Analyst
Aurangabad,MH
Summary
Experienced Technical Support Engineer with a strong background in M365 apps, Citrix support, and IT troubleshooting for large-scale enterprises. Skilled in managing incident tickets, resolving complex application issues, and delivering remote support while adhering to strict SLAs. Proven ability to provide exceptional technical assistance and enhance operational efficiency. Eager to leverage hands-on experience and technical expertise to contribute to the seamless functioning of IT operations in a dynamic environment.
Overview
3
3
years of professional experience
6
6
years of post-secondary education
Work History
Associate Technical Analyst
Computacenter India Private Limited
Pune
11.2023 - 12.2024
- Credit Suisse AG (UBS) (payroll of Computacenter)
- L1 application level support for incident/problem management, troubleshooting, closing and reporting the ticket on AMELIA chatbot
- Handling ticket and resolving within SLA and priorities tickets based on users support tiers
- M365 Migration Handling process for users
- Working on OUTLOOK issues like creating new profiles, configuring outlook shared mailbox etc
- Working on M365 apps troubleshooting includes day to day issues of TEAMS, OUTLOOK, ONEDRIVE
- M365 Office Suite etc
- Worked on CITRIX and Virtual machine Installing , setting up Applications and troubleshoot the issues
- Printer management and serve Remote support as per required for end to end resolution on various issues
- Managing the installation and configuration part of all standard software as per the company policy.
Technical Support Engineer
Pune
10.2021 - 11.2022
- CompuCom Systems
- Truist Financial Services and 7-11 retail (Payroll of Compucom)
- Handle Client Queries during the SunTrust and BB&T Migration Phase
- Account Migration, User details, login issue with new credentials and issues after migration
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions
- Perform user account management activities also Escalate complex problem to support specialist
- Identify, evaluate and prioritize customer problems and complaints.
Education
MBA - Information Technology
05.2023 - Current
CGPA: 7.36
Bachelor of Science - Electronics and telecommunication Engineering
05.2016 - 10.2020
CGPA: 6.82
Accomplishments
- Microsoft Azure Fundamentals Training & Certification AZ-900 - 2025
- Cisco Networking Basics and Fundamentals - 2023-2024
- Skillsoft SCCM Administration - 2022
- Skillsoft ITIL4 Foundation - Service Desk, IT Assets and Fundamentals - 2022
- Microsoft 365 Fundamentals - 2022
Interests
IT Innovation and Emerging Technologies: Passionate about staying up-to-date with the latest advancements in cloud computing, virtualization, and IT infrastructure
IT Troubleshooting & Incident Management: Deeply interested in problem-solving and enhancing troubleshooting methodologies, especially for complex enterprise environments
Customer-Focused IT Solutions: Committed to delivering exceptional support with a focus on improving user experiences and operational efficiency
Continuous Learning: Dedicated to ongoing professional development through certifications, training, and self-study, particularly in areas related to cloud services and IT support
Skills
Customer support
IT asset management
Application support
Incident management
Server management
Network management
ITIL framework
System administration
IT service management
Operating systems
Agile methodology
Network administration
Network maintenance
Hardware and software installation
Network analysis
Troubleshooting and diagnosis
End-user consultation
Time management
Problem-solving
Multitasking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Associate Technical Analyst - Computacenter India Private Limited
11.2023 - 12.2024
U. D. Pathrikar Institute of Management - MBA, Information Technology
05.2023 - Current
Technical Support Engineer - Pune
10.2021 - 11.2022
MGM's JNEC College of Engineering - Bachelor of Science, Electronics and telecommunication Engineering
05.2016 - 10.2020
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