Mayur Khobragade
Specialist
Nagpur,Maharashtra
Summary
To seek a position in the reputed Organization where I can implement my learning, creativity, and innovation to face newer challenges. To get myself acquainted with new technologies and to gain enough experience so that I can create a noticeable place for myself, both in terms of money and position.
Overview
8
8
years of professional experience
Work History
Specialist (L2 Technical Support)
HCL Technologies
Nagpur
04.2022 - Current
- Working in RDS (Remote support desktop) Working as IT Specialist (L2) with IT helpdesk support.
- Handling Remote and working on client site to resolve problems in tools and applications
- Working in APAC, EMEA and US shits (rotational shifts)
- On call reinstall, Sync, troubleshooting of application, resolved client VPN (Global protect) issue, Office365 issues, knowledge on AD (Active Directory) to check user’s details and information. Handling Incidents, setup Microsoft authenticator (MFA) login setup etc.
- Intune company portal setup
- Provided technical support for customers in resolving complex issues.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Looking Outlook issues like profile change, folder up to date and immersive issue
- Working KB (Knowledge Articles) creation, implementation, and Customers review
- Microsoft installation on user’s machine (Outlook, Excel, MS office word.) Handling MS team’s issue
- Working on Service now tools (Service manager)
- For Incident creation, cancelling incident, resolved incidents, check user’s previous incident etc
- Helping user to provide administrator rights access for software installation through PAM portal
- Working on USB media (grant/remove) read write access.
Senior Process Associate (L1 Technical Support)
Tata Consultancy Services Limited
Nagpur
02.2016 - 04.2022
- Worked on Incident
- Handled remote and worked on client site to resolve problems in Tools
- IT Support Executive
- Senior process expert (L1) in Service Desk for a Latin American (Spanish) client
- Responsibilities included managing tickets (Incidents and Requirements) at level 1, resolving them and escalation to level 2 & 3; and, I am as a backup Team Lead for my team and audit work which was done by my team members
- Driving the efficiency and effectiveness of the incident management process
- Worked as a backup TL (team lead) Worked on client escalations
- Did all the R&A in escalated incidents and give report to the Upper management
- Drive Severity Incident bridge call to ensure proper engagement, coordination, and performance of extended support teams
- Proceed with the problem management process upon service restoration to ensure the root cause is identified and remediation actions are applied to prevent future reoccurrence of the incident
- Active Directory Experience.
- Analyzed customer feedback survey data to identify areas for improvement in customer service processes.
Education
PGDBM - Finance
Nagpur University
Nagpur10-2015
BBA - Finance
Nagpur University
Nagpur05-2014
Skills
- Active Directory knowledge
- KB (Knowledge Arical) creation
- Office 365 installation
- Grand and Revoke admin rights
- Proficient in Software installation
- Handling Incidents
- ServicenNow tools
- Task handling
Personal Information
- Date of Birth: 01/05/92
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Languages
English, Hindi, Marathi
Extracurricular Activities
Organized and lead college Cultural event. Participated in Inter college cultural event.
Disclaimer
I consider myself familiar with the business administration aspects. I hereby declare that the Information furnished above is true to the best of my knowledge.
Accomplishments
- Got client application.
- 22 CSTA (Customer satisfaction comment) in single month.
- Active participate in team games.
Timeline
Specialist (L2 Technical Support)
HCL Technologies
04.2022 - Current
Senior Process Associate (L1 Technical Support)
Tata Consultancy Services Limited
02.2016 - 04.2022
PGDBM - Finance
Nagpur University
BBA - Finance
Nagpur University
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