Piyush Tamhane
Pune
Summary
Experienced Service Desk Shift Lead with a proven track record of optimizing IT support operations and delivering exceptional user experiences. Skilled in managing high-performance teams, troubleshooting complex technical issues, and implementing best practices to improve service quality and efficiency. Strong communicator with a talent for streamlining processes, reducing incident resolution times, and fostering cross-departmental collaboration. Adept at leveraging ITIL principles and service management tools to align IT support with business objectives, ensuring both prompt issue resolution and proactive support strategies. Passionate about driving continuous improvement, mentoring support staff, and exceeding SLA targets in fast-paced environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical and Business Operations Analyst
Amdocs
Pune
01.2022 - Current
- As part of the Windows 11 deployment team, I am responsible for checking and resolving any issues that may arise.
- Responsible for leading the team members on day-to-day operations.
- Handling escalations from other teams and management.
- Providing training to new team members.
- Monitoring and analyzing SLA of tickets and making sure that they are being handled within the SLA.
- Liaison with Change Management on the upcoming changes.
- Using ServiceNow extensively as a ticketing system to work/monitor on tickets.
- Provided end-to-end support as primary PMI (Post Migration integration) focal for all the acquired org by Amdocs like (ClearBridge Mobile, Sourced group, DOG group, ProCom group, Stellar Elements).
- All Active-Directory / Azure Active Directory tasks (Account Modification, Generic Mailbox, Security Group, Distribution List, Host Domain Issues, Printer Services, Group Policy Objects (GPOs) etc.) include.
- Creating File Servers and NAS (Network-Attached Storage)
- Good knowledge and hands-on experience with Windows Server 2012, 2016, 2019, DNS, DHCP, AD, etc.
- Managing Citrix farms and hosting new applications on Citrix farms.
- Managing VMware VDI virtual machines for the customer.
- New Windows server configuration and installation, as per the user's requirement.
- Apple macOS troubleshooting, installation, network configuration, JAMF policy, and device management.
- Global Amdocs Apple MacOS focal and MDM (AirWatch) focal.
- Resolution providing to the customer related to OneDrive, Google Drive, Office 365, VPN, VDI, Asset Management, Mobile Services, Network Troubleshooting, AV Scan.
Service Desk Analyst
Experis IT
Pune
06.2020 - 01.2022
- Responding to incoming Calls, Chats & Offline Incidents within an appropriate time frame.
- Logging calls accurately in the Call Management system (SNOW-Service Now)
- Assisting users to configure emails on phones (Android and iPhone with Active Sync Enabled)
- Managing VDI from VMware Tool (Power ON/OFF, Restart, Reset)
- Installing software with help of remote tools like Bomgar Remote Tool
- Configure MFA / Azure MFA Authentication
- Troubleshooting VPN Issues, Office 365, URL-based, and Java-based issues remotely.
System Engineer
Aditya Infotech
Jabalpur
08.2017 - 04.2020
Business Analyst
Integrity Technosys Pvt. Ltd.
Pune
11.2015 - 06.2017
Education
Bachelors of Computer Application - Computer And Information Sciences
College of Computers And Communication
Jabalpur05-2014
12th - Maths And Science
Johnson English Medium Higher Secondary School
Jabalpur04-2011
10th -
Johnson English Medium Higher Secondary School
Jabalpur04-2009
Skills
- Operating System:- Windows 10 & 11, Apple MacOS (BigSur, Monterey, Ventura, Sonoma)
- VMware Client:- VMware Horizon client (50,55,7,8,81), VCenter server 50 and onward, Vmware update manager
- Cloud Services:- Azure AD, JAMF for managing Apple MAC devices, Azure MFA
- Storage/Backup:- Metallic edge monitor, OneDrive, CommVault
- Client Windows Admin:- AD Architecture and infrastructure (LDAP, Directory Replication, Group Policy, Security, etc) DNS, Windows Authentication's
- Exchange and Communication:- O365 all application, managing and creating mailbox, Mail trace, Mail delivery, Mail route, Mail Retention policies
- Servers Knowledge:- Windows server 2008 -2019, Apple macOS Server 571 to 5111
- Tools:- VMware horizon, Genesys, Active Directory, Apple MAC JAMF, Azure AD,
VCenter, Service-Now, MDM Intune, ChatGPT, Microsoft Co-Pilot, Google AI, Open AI
Accomplishments
- Awarded a Certificate of Recognition in Q2-2023 for the best Offline Supporter.
- Awarded a Certificate of Recognition in Q3-2023 for handling the Sourced Group PMI focal ship.
- Awarded a Certificate of Recognition for handling the shift as a Shift Leader professionally .
Certification
- JAMF 100
- Azure Administrator AZ-104
- ITIL v4 Foundation
- Excel, Windows 10, AWS Practitioner, Microsoft Azure, etc from Udemy
- CMS Certified IT Architect (CCNA, Administering Windows Server, ITIL Foundation)
Declaration
I hereby declare that the above information given by me is correct and genuine to the best of my knowledge and belief.
Date:
Place:
Timeline
Technical and Business Operations Analyst
Amdocs
01.2022 - Current
Service Desk Analyst
Experis IT
06.2020 - 01.2022
System Engineer
Aditya Infotech
08.2017 - 04.2020
Business Analyst
Integrity Technosys Pvt. Ltd.
11.2015 - 06.2017
Bachelors of Computer Application - Computer And Information Sciences
College of Computers And Communication
12th - Maths And Science
Johnson English Medium Higher Secondary School
10th -
Johnson English Medium Higher Secondary School
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