pandurang Nanaware
Pune
Summary
Dynamic Tech Support Engineer with a proven track record at Honeywell Automation india PVT Ltd., excelling in advanced problem solving and incident resolution. Achieved a 90% customer satisfaction rate while implementing automation scripts that enhanced team efficiency. Skilled in operating systems and project management, driving significant improvements in service delivery.
Overview
6
6
years of professional experience
Work History
Desktop Support Engineer,
(Iron System PVT Ltd) Client Honeywell.
05.2024 - Current
- Resolved high-priority technical issues and provided advanced troubleshooting for customer base of over 500 clients, achieving 90% customer satisfaction rate
- Developed and delivered technical training sessions for junior support staff, improving team efficiency by 30%.
- Following the Change Management procedure for new requirement / implementation.
- Optimized PC performance through regular updates, patches, and system upgrades.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Coordination with Dell, Lenovo, Mac & HP vendors for Hardware Failure.
- Developed a knowledge base of common customer issues and their solutions.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- implement all company policies and procedures to ensure data integrity and security.
- Monitoring incidents in ticketing tools Service-now to ensure all critical, high priority and business essential incidents are worked upon and resolved with SLAs.
- Audit Incident and share report to Management Team. If anything required changes in procedure will coordinate with engineer and inform them to close the incident in proper comments and attached KB articles.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
Shift Lead
Comnet Solution PVT Ltd Client WNS
03.2019 - 04.2024
- Provided hardware and software support to user base of over 800 employees
- Installed and configured desktops, laptops, and mobile devices, adhering to company security policies
- Trained and mentored new employees to maximize team performance.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Completed store opening and closing procedures and balanced tills.
- Inventoried materials on weekly basis to identify and resolve discrepancies, maintaining highly accurate and current records.
- • Monitoring incidents in ticketing tools Manage Engine to ensure all critical, high priority and business essential incidents are worked upon and resolved within SLAs.
- Enhanced customer satisfaction through effective conflict resolution and prompt service.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Provided remote and floor technical support to customers, troubleshooting and resolving hardware and software issues.
- Troubleshooting in Citrix and VPN clients and configure Citrix receiver.
- Responsible for day-to-day support for technical support engineer.
Education
Post Graduate - Cyber Security
Post Graduate Certification in Cyber-Security
Indian Institute Of Technology Roorkee. 01-2025
MBA - Information Technology
Dr. D Y Patil Vidyapeeth Pune (India)
Pune, India02-2024
Bachelor of Commerce - Accounting
Yashwantrao Chavan (YCMOU) Open University
Nashik, India08-2021
Skills
- Experienced with Windows and macOS environments
- Embedded systems engineering
- Network troubleshooting
- Remote troubleshooting
- Strategic issue analysis
- Efficient scheduling abilities
- Issue resolution expertise
- Strategic problem resolution
- Technical troubleshooting
- Efficient in learning new technical skills
- Incident management with Manage Engine and Service-Now
- Anti-virus: McAfee, CrowdStrick
- Enterprise security management
- Software Hardware: DELL/HP/
- Proficient in Lenovo and Mac desktops and laptops
- Understanding of cybersecurity principles
- Client support and troubleshooting
- Virtual technical assistance
- Virus detection and elimination
- System configuration and maintenance
Languages
English
Upper intermediate (B2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Timeline
Desktop Support Engineer,
(Iron System PVT Ltd) Client Honeywell.
05.2024 - Current
Shift Lead
Comnet Solution PVT Ltd Client WNS
03.2019 - 04.2024
Post Graduate - Cyber Security
Post Graduate Certification in Cyber-Security
MBA - Information Technology
Dr. D Y Patil Vidyapeeth Pune (India)
Bachelor of Commerce - Accounting
Yashwantrao Chavan (YCMOU) Open University
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