Kiran Sunil Shinde

Technical Support

Mumbai

Summary

Enthusiastic Technical Support Engineer polished in optimizing systems to address dynamic needs, improve collaboration, and strengthen security. Weighs crucial business and IT needs against procedural limitations to assess roadmaps for optimal functions.

Overview

years of professional experience

Certifications

Work History

Senior Analyst

eClerx

09.2025 - Current

Resolved high-priority incidents within SLAs, coordinating with technical teams and vendors to minimize downtime.
Led bridge calls, performed root cause analysis (RCA), and implemented preventive measures for recurring issues.
Managed and documented incidents in ITSM tools (ServiceNow), ensuring accuracy and continuous service improvement.

Software Support Specialist I

ConnectWise

09.2022 - 08.2024

Provided Tier 1 & 2 support on AWS/on-prem clusters, resolving API, workflow, and email connector issues.
Supported cloud migrations and configurations, including DNS, SMTP, mailbox setup, and MFA/SSO.
Troubleshot network, database, and API issues using SQL/JSON analysis, achieving ~90% first-contact resolution.

Technical Support Engineer

Cognizant Technology Solutions

07.2019 - 03.2021

Resolved customer issues related to broadband, routers, Wi-Fi, and network connectivity through remote troubleshooting (VPN, DNS, SFTP).
Acted as escalation point for critical incidents, coordinating with NBN and internal teams to ensure rapid resolution and high satisfaction.
Configured network settings, user accounts, and secure access (MFA/SSO), while documenting resolutions and creating knowledge base content.

Education

Bachelor of Engineering - Mechatronics

University of Mumbai

07.2019

Skills

Operating systems: Linux, Windows Database management: SQL Cloud migration strategies Networking fundamentals and security AWS storage solutions VPC and SFTP setup DNS and SMTP management MFA and SSO integration PSA administration skills

Incident resolution and escalation management Remote diagnostics Documentation of knowledge base Client service and support PSA system administration Cloud migration strategies MFA and SSO setup Networking and SMTP assistance

ConnectWise PSA and Salesforce Project tracking with JIRA Video conferencing tools Microsoft Office applications Team collaboration with MS Teams

Certification

AWS Certified Cloud Practitioner: https://www.credly.com/badges/4422991b-3363-4635-acb0-95b760397891/public_url

Timeline