Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Muffadal Shaikh

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
Haliyal
01.2022

12th -

Karnataka University
Haliyal
01.2019

10th -

St. Michael Convent School
Dandeli
01.2017

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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Muffadal Shaikh