Abhishek Pyne

• Provided L1 and L2 technical guidance via phone, RDP, TeamViewer, MS Teams, and other tools.
• Created and updated end-user guides, ServiceDesk knowledge bases, and standard operating procedures.
• Recommended strategies to optimize IT performance and prevent future issues.
• Generated status reports and consolidated incident management reports for the Service Desk Manager.
• Streamlined user onboarding and offboarding processes using Active Directory and group policies.
• Managed network folder access permissions through Active Directory for enhanced security.
• Troubleshoot DNS/DHCP issues.

CDK Global

• Educating users on new systems and applications to improve overall experience and efficiency.
• Uphold SLA for Salesforce tickets while resolving issues related to teams, RDP, software requests, geo-fencing, VMware, and access
• Revise and enhance service desk documentation and knowledge base articles.
• Establish new policies, form groups, and reset passwords using Active Directory.

GoDaddy Domain Services

• Resolved SSL browser errors for customer support.
• Guaranteed GoDaddy's system uptime and operational functionality.
• Diagnosed access issues, enhancing user experience.
• Conducted security checks and executed website/database backups.

• Resolved escalated customer issues to elevate satisfaction levels.
• Delivered hardware and software support to end-users through on-site and remote assistance.
• Monitored IT systems and applications to ensure optimal performance and availability.
• Created and managed distribution lists in Office 365 Admin Center for streamlined communication.
• Maintained detailed records of incidents, tickets, and resolutions to enhance service delivery.
• Managed BSOD recovery passwords via Intune portal to ensure secure access.