DHAVAL DESHPANDE
Pune
Summary
A result oriented Azure professional with more than 8 years of experience in L2 Service Desk/Desktop Support management, Implementation and L1/L2 Support of web-based applications which involves technologies like Microsoft Azure, ASP.NET, SQL, Oracle, Unix, Linux and shell scripting. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Proficient in helpdesk operations, network maintenance and mobile device support. Applies technical expertise and diagnostic abilities toward solving problems and maintaining usability and performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Support Lead
Persistent Systems
07.2020 - Current
- End to end operational focus - Application, Infrastructure Support, Quality, Incident, and Problem Service Level Management
- Define and track SLA, KPI and various matrices in delivering the service desk
- Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure
- People development and coaching, high performance leadership
- Helped create and streamline Quality Audit
- Coordinate with different Teams during monthly meetings
- Creation of Knowledge base articles which helped reduce problem tickets logged for repetitive issue by 80%
- Identifies potentially major problems i.e Problem Management
- Diagnose and formulate remediation plan arising from critical production issues
Senior Application Support Executive
ALPHA PLUS TECHNOLOGIES
- 01.2020
- Months)
- Provide end-to-end internal and external monitoring and Implementation of Web based software solutions
- Experience in pre-deployment preparation, deployment, UAT, data import, user and rights management, final deployment and/or post deployment monitoring
- Writing DDL and DML queries to diagnose the issues raised
- Impart UAT & Product Training to clients
- Analyze complex technical queries from clients by troubleshooting and following documented processes and procedures for support request handling and case escalation
- Worked with Various banks such as Yes Bank, Axis
- Bank, HDFC Bank, IndusInd Bank, IDBIBank
- Kotak Mahindra Bank on Implementation Projects
- Monitor and conduct health-checks on software solutions deployed at client locations
- Undertake Proof of Concept (POC) at client locations in coordination with Business Team
- Ensure accurate tracking and prompt closure of incidents reported by the clients
- Conduct Root Cause Analysis (RCA) on incidents reported by the clients
- Organized deployment of patches, security fixes, and periodic product upgrades
- Liaison with Developers, Business Analysts and clients for successful transition to client led systems
Trainee Associate
01.2014 - 03.2015
Sr. Customer Service Specialist
Groupon Technologies Pvt. Ltd
08.2013 - 03.2014
- Assisted customers with Desktop Support
- Troubleshooting of any technical issues related to
- Windows Operating System
- Cross Trained and Provided Support for other customer service
- Provided Training to junior executives
- Resolution and documentation of all customer complaints
Education
Bachelor of Engineering - Information Technology
Mumbai University
Skills
- Operations management
- Training and mentoring
- Application support
- Technical troubleshooting
- Incident Management
- Technical documents comprehension
- Customer service expert
- Technical issues analysis
- Desktop support
Certification
Azure Cloud AZ-104 (Certified)
Azure Cloud AZ-900 (Certified)
ITIL V4 (Certified)
Technical Skills
· MSSQL
· Oracle
· MS Office Suite
· Linux
· IIS
· BMC Remedy
· Goverlan
· Networking Fundamentals: DNS, HTTP, HTTPS, SMTP, TCP/IP
· Ticketing Software: Freshdesk, Jira, Summit
· Active Directory
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Timeline
Technical Support Lead
Persistent Systems
07.2020 - Current
Trainee Associate
01.2014 - 03.2015
Sr. Customer Service Specialist
Groupon Technologies Pvt. Ltd
08.2013 - 03.2014
Senior Application Support Executive
ALPHA PLUS TECHNOLOGIES
- 01.2020
Bachelor of Engineering - Information Technology
Mumbai University