Summary
Overview
Work History
Education
Certification
Timeline
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Pratik Dighade

Summary

Experienced IT service professional with 6+ years in the IT industry and ITIL V4 certification. Solid team player with an outgoing and positive demeanor, establishing excellent rapport with clients. Committed to maintaining customer satisfaction and contributing to company success. Demonstrated strong understanding of service delivery and multitasking abilities. Highly adaptable and flexible, willing to work according to project requirements.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

Nidheeshaya Technologies
06.2024 - 10.2024
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Delivered Tier-2 support and SME input to internal and external customers.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Performed root cause analysis of reported issues to enact corrections.

Systems Engineer

Zensar Technologies
07.2021 - 11.2023
  • Provided technical assistance to users via phone, email, or remotely by diagnosing and fixing hardware, software, and network issues for Laptops, Desktops, Wyse (Thin Client), Mobile devices, Avaya SIP Phones and Printers
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Managing and Assisting users account data with Active Directory, ISS (Identity Self Service), SailPoint, MyID, DUO Multi Factor Authentication, Remote Desktop Support, Citrix Applications, LogMeIn
  • Resolved high-priority tickets raised by clients, demonstrating a commitment to prompt and effective service, troubleshot network connectivity, endpoint problems reported by clients, ensuring efficient network operation and device functionality
  • Granted user appropriate access as per client instructions and requirements using Active Directory and SailPoint
  • Maintained ServiceNow ticketing system, adhering to Service Level Agreements (SLAs) for efficient issue resolution on Creating, Updating, Resolving, Monitoring ServiceNow incidents and service request tasks
  • Troubleshoot and resolved issues with VPN login, Citrix login, Office365 apps, MS Teams, Outlook Setup, Microsoft Exchange accounts
  • Configured, installed, maintained, and upgraded applications according to the client S.O.P's
  • Escalating tech issues to L3 and L4 to provide accurate tech solutions & maintained comprehensive troubleshooting logs to expedite problem resolution
  • Engaging with other team activities like pulling SNOW incident backlogs, preparing Team Roster, Creating MOM (minutes of meeting), Maintaining users access data ( Project specific)
  • Resolved complex user inquiries related to computer applications, hardware, system procedures, online transactions, and downtime situations
  • Communicating with clients, engineers and other technicians to ensure that services are delivered effectively.

Sr. Technical Support Engineer

Mphasis
05.2019 - 01.2021
  • Troubleshooting technical issues, Diagnosing and repairing faults, Resolving network issues
  • Speaking to customers to identify hardware and software solutions
  • Managing multiple cases at one time over voice calls and webchat simultaneously
  • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfilment
  • Handling ticket creation and providing resolution within mentioned SLA
  • Technical support to team members and responsible for multiple ITSM tools and Patient Management System
  • 24x7 Support for US, UK and Canada based users through Call, Chat and Email Support
  • Logging, Resolving ServiceNow tickets on a daily basis to ensure 100% service deliverables to users
  • Closely worked with Team Manager in maintaining daily user logging reports to ensure smooth productivity within the organization
  • Experienced in preparing Technical Document with simplify solutions to guide the Team about project and its process for smooth deliverables
  • Logged Escalations MIM Tickets and resolved them based on its severity (P1, P2, and P3) also considering Business Impact
  • Performing Additional Duties assigned by Management.

Sr. Customer Service Associate

Capita
08.2016 - 10.2018
  • Responding to customer queries in a timely and accurate way, via webchat
  • Identifying customer needs and helping customers with queries related to billing also assisting with steps to use specific features
  • Analyzing and explaining Consumption of services and pitching relevant offers according to usage
  • Setting and meeting expectations, Ensuring prompt and proper resolution of customer queries
  • Maintaining accurate customer records and updating customer information in the CRM
  • Ensured to complete designated tasks on time and maintained productivity data in green
  • Was involved in other entertainment and Inter-personal relation building activities to enhance friendly work culture.

Education

Bachelor of Computer Applications -

Y.C.M.O.U
09.2021

High School Diploma -

G.T.H.S.C.
03.2008

Certification

ITIL V4, Diploma in basic hardware and networking.

Timeline

Technical Support Engineer

Nidheeshaya Technologies
06.2024 - 10.2024

Systems Engineer

Zensar Technologies
07.2021 - 11.2023

Sr. Technical Support Engineer

Mphasis
05.2019 - 01.2021

Sr. Customer Service Associate

Capita
08.2016 - 10.2018

Bachelor of Computer Applications -

Y.C.M.O.U

High School Diploma -

G.T.H.S.C.

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Pratik Dighade