Aditya Gawde

• Lead and manage major incidents to ensure quick resolution.
• Act as the central point of contact during incidents, ensuring effective communication across teams.
• Prioritize and escalate issues based on business impact.
• Keep stakeholders (internal teams and senior management) informed about incident progress and resolution.
• Provide timely and clear updates, ensuring transparency throughout the resolution process.
• Conduct post-incident reviews and document lessons learned.
• Analyze recurring incidents to identify patterns and underlying causes.
• Document root causes, workarounds, and solutions for all identified problems.
• Maintain a Known Error Database for quick reference and resolution of similar incidents.
• Develop and refine incident management processes to reduce response and resolution time.
• Work with cross-functional teams to enhance incident resolution strategies.
• Ensure adherence to ITIL and industry best practices in incident management.

• Established and maintained productive working relationships with stakeholders.
• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
• Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
• Tracked metrics involving critical incidents to model trends, produce reports, and make effective recommendations for improvements.
• Provided immediate emergency response and incident management.
• During daily huddle calls with management, present daily incidents as well as the pending RCA summary
• Developed and coordinated response processes.
• Conducted post-resolution reviews with team members.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Developed and implemented preventive maintenance procedures.

• Configured and implemented IT initiatives to produce measurable business value.
• Provided immediate emergency response and incident management.
• Conducted post-resolution reviews with team members.
• Developed highly effective incident response team and trained extensively in preparation for possible events.
• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
• Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
• Developed and coordinated response processes.
• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Improved customer satisfaction scores through application of superior.
• Conflict resolution and problem-solving skills.
• Served customers in a friendly, efficient manner following outlined steps of service.
• Eliminated downtime and maximized revenue by providing top project quality control.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Prepared a variety of different written communications, reports and documents to ensure smooth operations.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Made recommendations regarding information technology infrastructure overhauls.
• Monitored networks and network devices to resolve technical problems quickly.
• Standardized job tasks and trained junior team members on industry best practices and standards.

• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Used coordination and planning skills to achieve results according to schedule.
• Conducted post-resolution reviews with team members.
• Identified issues, analyzed information and provided solutions to problems.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Kept informed of activities or changes that could affect likelihood of emergencies, factors that could affect response efforts and details of plan implementation.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

• Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
• Troubleshot potential problems and eliminated before issues escalated or cascaded.
• Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
• Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Maintained media presentation equipment and assisted end-users with conference room equipment setup and operation.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Collaborated with vendors to locate replacement components and resolve advanced problems.

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• Configured and installed computer systems for other sub-organizations.
• Configured hardware, devices and software to set up work stations for employees.

• Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
• Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
• Maintained media presentation equipment and assisted end-users with conference room equipment setup and operation.
• Configured and installed computer systems for other sub-organizations.
• Configured hardware, devices and software to set up work stations for employees.
• Provided authorized users with technical support and advice regarding proper use and functionality of equipment.
• Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
• Documented and updated known fixes in knowledge base for future reference.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Performed encryption, firewalls and patch management to implement and maintain system security.
• Identified scope of problem and provided operational and technical assistance to remedy.
• Aligned office departments and increased inter-department communication and data sharing.
• Patched software and installed new versions to eliminate security problems and protect data.
• Helped streamline repair processes and update procedures for support action consistency.
• Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Leveraged ticket tracking system to prioritize, track and document problem resolutions and notify customers of issue status.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
• Removed malware, ransomware and other threats from laptops and desktop systems.