Muffadal Shaikh
Mumbai
Summary
Proactive IT Service Desk Analyst with over 2.8 years of experience in providing Level 1 and Level 2 support for more than 5,000 users in enterprise environments. Recognized for achieving a 95% first-call resolution rate and maintaining a 4.9/5.0 customer satisfaction rating, which is 14% above average. Skilled in troubleshooting, IT operations, and process improvement, with strong communication and leadership abilities. Seeking to leverage expertise to contribute to IT service excellence and organizational growth.
Overview
3
3
years of professional experience
Work History
Analyst
Capgemini Technology Services
Mumbai
01.2022 - Current
- Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and cloud environments.
- Closed 95% of trouble tickets on the first call without escalation.
- Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.
- Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
- Provided level 1 and 2 technical support for 5000+ users. Ensured quick resolution of user concerns and escalated more complicated issues to helpdesk managers.
- Conduct troubleshooting to resolve IT related and application issues for 5000+ user.
- Consistently met call handling goals by closing average of 30 calls per day then 80% first call resolution.
Education
BCA -
Karnataka Law Society
Haliyal01.2022
12th -
Karnataka University
Haliyal01.2019
10th -
St. Michael Convent School
Dandeli01.2017
Skills
- Problem solving
- Technical support
- Issue resolution
- Network troubleshooting
- User training
- Team collaboration
- Time management
- Attention to detail
- Computer expertise
- Operational improvement strategies
- Microsoft Office proficiency
- Programming in Python
- Java development
- C programming
Accomplishments
Recognized as Top Performer for Q1 2025 for consistently exceeding performance targets, achieving high CSAT ratings, and delivering exceptional service desk support
Timeline
Analyst
Capgemini Technology Services
01.2022 - Current
BCA -
Karnataka Law Society
12th -
Karnataka University
10th -
St. Michael Convent School
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