KISHOR THOMBARE
Team Lead, IT
Pune
Summary
A highly skilled and results-oriented IT professional with 11+ years of experience providing exceptional customer support and technical expertise in the computer industry. Proven ability to troubleshoot complex hardware and software issues, manage IT infrastructure, and ensure high levels of end-user satisfaction. Expertise in Active Directory, Microsoft Endpoint Intune, and IT Service Management tools. Leading team, handling team, IT role to leverage technical skills, problem-solving abilities, and customer-focused approach to contribute to a dynamic and innovative organization.
Overview
3
3
Languages
12
12
years of professional experience
Work History
Team Lead IT
FPL Technology (One Card)
12.2025 - Current
- Leading and managing the IT support team, ensuring timely resolution of incidents and service requests while maintaining SLA compliance.
- Supervising daily operations of Desktop Support, and End-User Computing activities.
- Managing a team of IT engineers and support analysts, providing guidance, mentoring, and performance monitoring.
- Allocating tasks, monitoring workloads, and ensuring efficient resource utilization across the team.
- Acting as the primary escalation point for critical IT incidents and ensuring prompt resolution.
- Managing the complete IT asset lifecycle, including procurement, inventory tracking, allocation, audits, and disposal of hardware and software assets.
- Maintaining accurate asset records and ensuring compliance with organizational IT policies and audit requirements.
- Coordinating with vendors for hardware procurement, warranty claims, repairs, and AMC management.
- Driving user onboarding and off boarding activities, including asset allocation, account provisioning, and access management.
- Monitoring team performance through KPIs and implementing process improvements to enhance service quality.
- Conducting regular team meetings, knowledge-sharing sessions, and technical training programs.
- Collaborating with business stakeholders and management to align IT services with organizational objectives.
- Ensuring adherence to information security standards, compliance requirements, and IT governance policies.
- Preparing management reports on ticket trends, asset utilization, team performance, and service improvement initiatives.
- Leading IT infrastructure upgrades, system migrations, and technology deployment projects.
- Implemented process improvements that streamlined workflows and reduced completion time.
CUSTOMER SUPPORT ANALYST, IT
Kellogg Brown & Root Engineering and Construction India Pvt Ltd.
06.2019 - 12.2025
- Utilized Service Now ticketing tool to manage and resolve IT incidents, ensuring timely and efficient support.
- Provided Level 2 and Level 3 technical support, troubleshooting complex IT issues and implementing effective solutions, resulting in a 15% reduction in escalated tickets.
- Served as the single point of contact for IT support in the Pune office, delivering exceptional customer service and resolving technical issues promptly.
- Oversaw server infrastructure, networks, and software systems, ensuring high availability and optimal performance for all users.
- Led IT projects, including migrations and deployments, from planning to execution, delivering projects on time and within budget.
- Managed user accounts and permissions within Active Directory, ensuring secure access control and adherence to company policies.
- Managed IT asset lifecycle, including procurement, tracking, and disposal, resulting in a 10% reduction in IT asset costs.
- Provided end-to-end support for remote desktop connections and RDP tools, enabling seamless remote work and issue resolution for distributed teams.
IT ANALYST
Capita IT Services
05.2018 - 06.2019
- Provided service desk support using Capita Managed Workplace and Remedy ticketing tool, resolving user issues efficiently.
- Educated end users on basic hardware, software, and peripheral device operation, reducing the number of basic support requests by 15%.
- Managed user profiles in Active Directory, including creation and deletion, ensuring proper access control.
- Handled hardware and network-related issues for the Southern Water Client UK Project, maintaining system stability and minimizing disruptions.
- Diagnosed and resolved problems quickly, minimizing the impact on project delivery for end users and maintaining a high level of user satisfaction.
- Maintained all SLA parameters, ensuring timely resolution of incidents and adherence to service level agreements.
DESKTOP SUPPORT ENGINEER
Cognizant Technology Solution India Pvt. Ltd.
12.2016 - 05.2018
- Managed asset records and tracking within a global service desk environment, ensuring accurate inventory and efficient resource allocation.
- Provided Level 1 & 2 support for desktops, laptops, printers, and peripheral devices, resolving issues promptly and effectively.
- Responded to user issues via phone, email, or in-person, ensuring timely resolution and a positive user experience.
- Set up and deployed new hardware according to company standards, ensuring consistent and secure configurations.
- Diagnosed and resolved hardware, software, and networking issues, replacing faulty components and performing system repairs when required.
- Created, modified, and managed user profiles in Active Directory, assigning permissions and managing network access levels.
- Adhered to company IT policies, including data privacy, backup, and access control, ensuring endpoints met security standards.
DESKTOP SUPPORT ENGINEER
Tata Business Support Services Ltd.
12.2015 - 12.2016
- Served as the single point of contact for end-user laptop support, providing comprehensive maintenance and troubleshooting services.
- Diagnosed and resolved laptop hardware problems quickly, minimizing the impact on project delivery for end users.
- Managed all types of laptop-related issue tickets from user ends, ensuring timely and effective resolution.
- Coordinated with vendor support teams and field service personnel to resolve complex issues and ensure timely repairs.
ASSOCIATE ANALYST
Wipro Pvt. Ltd.
09.2014 - 11.2015
- Acted as a single point of contact for end-user support, ensuring timely resolution of computer and network issues, resulting in a 90% first-call resolution rate.
- Coordinated with technical support and field service teams to handle and resolve IT-related problems effectively, improving overall support efficiency.
- Diagnosed and resolved networking issues swiftly to minimize system downtime, maintaining network stability and user productivity.
- Maintained accurate IT records, tracking, and reporting for the area of responsibility, ensuring compliance and efficient resource management.
- Provided basic training to end users on hardware, software, and peripheral devices, increasing user proficiency and reducing support requests.
- Ensured customer work requests were completed and submitted accurately and on time, maintaining a high level of customer satisfaction.
Education
B.E. - Computer Science and Engineering
S.N.D College Of Engg
Nashik01-2014
HSC - Science
S.S.G.M College of Science
Kopargaon01-2009
SSC - Science
Swami Vivekananda Vidyalaya High School
Malegaon01-2007
Skills
Jamf Pro
Crowdstrike
Active Directory
DNS, DHCP, FTP
RAID
Microsoft Endpoint Intune
VPN - Zscaler
DUO
Remedy Tool
Group Policy
Operating System Configuration
Microsoft Office Outlook
Microsoft Teams
Security Awareness
System Administration
Hardware Troubleshooting
IT Service Management
IT asset management
Service Now Agent proficiency
Remote desktop support
System administration
Technical troubleshooting
Vendor coordination
Software troubleshooting
Service ticket management
SLA
Hardware configuration
Computer maintenance
Network support
Desktop support
Leadership skills
Communication Skills
Interpersonal Skills
Adaptability
Continuous Learning
Effective Communication
Active Listening
Critical Thinking
Time Management
Prioritization
Teamwork
Collaboration
microsoft 365
BYOD
azure
windows migration
Awards
Wow Award- Outstanding, Wipro Technology - Recognized for exceptional customer service and technical support., IT- Consistent Performer. Cognizant Technology - Awarded for consistently exceeding performance expectations in IT support roles., Day Award, Tata Business Support - Acknowledged for dedication and positive contributions to the IT support team., One KBR Award, KBR Technology - Awarded for outstanding teamwork and collaboration in resolving complex IT issues., Spot Award, KBR Technology - Recognized for exceptional problem-solving skills and quick resolution of critical IT incidents., Outstanding Performance & commitment To Excellence, KBR Technology - Awarded for consistently delivering high-quality IT support and exceeding expectations., One KBR Award, KBR Technology - Awarded for outstanding teamwork and collaboration in resolving complex IT issues.
Timeline
Team Lead IT
FPL Technology (One Card)
12.2025 - Current
CUSTOMER SUPPORT ANALYST, IT
Kellogg Brown & Root Engineering and Construction India Pvt Ltd.
06.2019 - 12.2025
IT ANALYST
Capita IT Services
05.2018 - 06.2019
DESKTOP SUPPORT ENGINEER
Cognizant Technology Solution India Pvt. Ltd.
12.2016 - 05.2018
DESKTOP SUPPORT ENGINEER
Tata Business Support Services Ltd.
12.2015 - 12.2016
ASSOCIATE ANALYST
Wipro Pvt. Ltd.
09.2014 - 11.2015
SSC - Science
Swami Vivekananda Vidyalaya High School
HSC - Science
S.S.G.M College of Science
B.E. - Computer Science and Engineering
S.N.D College Of Engg