Akshay Shinde
IT Administrator
Kamothe-NAVI MUMBAI
Summary
Experienced technical support engineer with a strong background in banking, telecommunications, global, retail, and stock exchange customer service. Detail-oriented and adept at troubleshooting highly technical and complex issues. Demonstrates exceptional patience and ease in problem resolution, ensuring customer satisfaction.
Overview
6
6
years of professional experience
9
9
years of post-secondary education
3
3
Certifications
Work History
Global Support Engineer L2
Team Computers Pvt. Ltd. | Client: Huber Group |
Turbhe - NAVIMUMBAI
02.2024 - Current
- Managed P1, P2, and P3 tickets using Manage Engine, ensuring SLA compliance across multiple regions.
- Collaborated with global teams to resolve aging tickets, enhancing service delivery.
- Communicated transparently with global stakeholders, delivering regular ticket status updates.
- Resolved escalated technical issues for customers and end-users globally.
- Used remote support tools (SCCM, Intune, TightVNC, Bomgar, RDP, TeamViewer, AnyDesk, Quick Assist) for troubleshooting, installations, patch management, and system configurations.
- Managed Proofpoint email security services, including threat detection and spam filtering.
- Configured and resolved issues with Cisco AnyConnect, GlobalProtect VPN, and Always On VPN.
- Provided technical support for VPN challenges.
- Deployed and managed Zscaler security solutions.
- Installed and resolved issues with Citrix environments.
- Managed antivirus software installation and maintenance.
- Used Palo Alto Cortex XDR for advanced endpoint threat detection and response.
- Monitored networks using PRTG and Pep-Link portal.
- Managed user accounts in Active Directory.
- Led onboarding of new users, overseeing AD ID creation and permission assignments.
- Created and managed shared mailboxes, external users, and guest accounts in Azure.
- Assigned and managed Microsoft 365 licenses.
- Configured mail forwarding and "Send As" permissions.
- Provided floor support and training to new joiners.
- Raised service tickets and coordinated with vendors for maintenance requests.
- Coordinated with support teams during major incidents.
- Maintained hardware and software inventory and IT documentation.
- Generated daily and monthly call reports for performance monitoring.
Remote Support Engineer L2
Team Computers Pvt. Ltd. | Client: Raymond |
Thane
07.2023 - 02.2024
- Remotely attended user calls for various technical issues using AnyDesk, TeamViewer, and MS Teams.
- Installed and managed Microsoft Windows XP, 7, 8, 10, and 11 OS.
- Configured and troubleshooted Microsoft Outlook and Office 365.
- Installed and configured designer applications like Adobe Illustrator, Creative Cloud, Photoshop, CorelDRAW, AutoCAD.
- Installed and configured network printers.
- Handled antivirus software installation and maintenance.
- Managed backup processes using external hard drives.
- Recovered and repaired corrupted Windows and file systems.
- Managed user accounts on Active Directory.
- Set up meetings and handled higher-level escalations.
- Installed server OS (2008, 2012 R2, 2016, 2019) and SQL Server 2012.
- Provided floor support and training to new joiners
IT Support Engineer L2
Team Computers Pvt. Ltd. | Client: BNP Paribas |
Goregaon, Mumbai
12.2022 - 06.2023
- Provided PAN India Tier 1 & Tier 2 IT support to non-technical internal users through remote support
- Used Service Now ticketing systems to manage and process support actions and requests
- Used SCCM tool for application installation/ Uninstallation
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across Pan india
- Solving Cisco anyconnect VPN related issue, Printer mapping etc
- Citrix and Zscaler Installation and troubleshooting
- Managing Onboarding of new user’s, Active Directory ID creation, AD profile mapping, etc
- Raising service tickets for equipment maintenance requests to vendors
- Co-ordination with support teams for Major Incident and rolling out required communication in organization to end users
IT Support Engineer L2
Aforeserve Pvt. Ltd. | Client: Motilal Oswal |
Parel, Mumbai
06.2022 - 12.2022
- Provided Tier 1 & Tier 2 IT support to technical and non-technical internal users through desk side support services
- Managing the help desk system by recording appropriate information for fault incident and resolving the fault from a remote location or by accessing their user desktop
- Summit ticketing systems to manage and process support actions and requests
- Installing & updating the Operating Systems and software's
- Outlook 2013/2016- client-side email troubleshooting.
- Managing PST issues, OST issues, users Calendar issues.
- Configuring and Managing MS Lync 2013, MS 16 Office communicator.
- Installing and managing issues with MS Office 2010/2013/2016, Office 365.
- Basic troubleshooting and escalation of DHCP, DNS, Wi-Fi, VPN and other network issues
- Installation of Antivirus, Patches & Updates from Backend side & frontend both.
- Managing the help desk system by recording appropriate information for fault incident and resolving the fault form a remote location or by accessing their user desktop
- Used remote diagnostic tools to identify sources of certain customer issues.
- Configured hardware, devices and software to set up work stations for employees.
- Monitored system performance to maintain system integrity. Incident management -Part of Major Incident Management.
IT Administrator
Solbeg India Pvt. Ltd.
Kharghar, Navi Mumbai
02.2020 - 06.2022
- Managing the help desk and remote system by recording appropriate information for fault incident and resolving the fault from a remote location or by accessing their user desktop
- Used ticketing systems to manage and process support actions and requests
- Installing & updating the Operating Systems and software's
- Outlook 2013/2016- client-side email troubleshooting
- Configuring and Managing MS Lync 2013, MS 16 Office communicator
- Managing PST, OST issues for Outlook
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated
- Basic troubleshooting and escalation of DHCP, DNS, Wi-Fi, VPN and other network issues
- Maintaining overall ownership of users issue & services ensuring resolution within agreed service level
- Shearing Productivity with reporting on daily basis, Maintenance & updating of Asset Inventory
Customer Support Engineer
Sysnet Global Pvt. Ltd. | Client: Dena Bank |
Jogeshwari, Mumbai
10.2018 - 02.2020
- Performed onsite installation, modification and maintenance of systems and equipment
- Coordinated with vendors for repairs and maintenance actions for Hardware equipment
- Scheduled service calls according to customer location and urgency of need
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components
- Managed maintenance data records and tracked operating information for onsite reference
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Used Summit remote diagnostic tools to identify sources of certain customer issues.
Education
Diploma - Computer Hardware And Networks
Kohinoor Technical Institute
Dadar, Mumbai 06.2016 - 07.2017
B.com -
Banthia College
Panvel, Navi Mumbai 06.2016 - 06.2019
Bachelor of Science - Bsc.IT
Oriental College of Education
Sanpada 06.2020 - Current
Skills
System Administration
undefinedCertification
CCNA Certified : 07/01/20 | V. ID : 9H5B1L9NJH14Q2GV
Timeline
Global Support Engineer L2
Team Computers Pvt. Ltd. | Client: Huber Group |
02.2024 - Current
Remote Support Engineer L2
Team Computers Pvt. Ltd. | Client: Raymond |
07.2023 - 02.2024
IT Support Engineer L2
Team Computers Pvt. Ltd. | Client: BNP Paribas |
12.2022 - 06.2023
IT Support Engineer L2
Aforeserve Pvt. Ltd. | Client: Motilal Oswal |
06.2022 - 12.2022
Bachelor of Science - Bsc.IT
Oriental College of Education
06.2020 - Current
IT Administrator
Solbeg India Pvt. Ltd.
02.2020 - 06.2022
Customer Support Engineer
Sysnet Global Pvt. Ltd. | Client: Dena Bank |
10.2018 - 02.2020
Diploma - Computer Hardware And Networks
Kohinoor Technical Institute
06.2016 - 07.2017
B.com -
Banthia College
06.2016 - 06.2019
CCNA Certified : 07/01/20 | V. ID : 9H5B1L9NJH14Q2GV
Certiprof CSFPC : 17/04/21 | ID : 61761057
MCSA Training : 13/07/24 | ID : C9914-W51E
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