Sabina Shaikh
Sr Analyst / Software Engineer
Kopar Khairane
Summary
Dynamic IT support professional with extensive expertise in application maintenance and troubleshooting, consistently delivering efficient resolutions to technical challenges while optimizing system performance. Recognized for exceptional teamwork and adaptability, providing dependable support in fast-paced environments. Strong problem-solving abilities and a commitment to outstanding customer service enhance overall user satisfaction. Valued for reliability and flexibility, contributing to seamless operations and positive outcomes.
Overview
3
3
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Application Support Analyst
Capgemini Technology Services
02.2024 - Current
- Provide technical support.
- Installation, configuration, and resolution of all technical issues related to client laptops, scanners, printers, and desktops on Windows as well as Mac systems.
- Troubleshoot and resolve hardware and network-related problems remotely and onsite.
- Handling tickets on a daily basis on ServiceNow.
- Collaborated with the L3 team to ensure seamless service delivery.
- Install and configure various applications, software like MS Office and MS Outlook for mail access.
- Maintain and monitor tickets, and provide resolution on time.
- User creation, deletion, and modification through Active Directory.
- Handles VPN and MS Office 365 issues.
- Password creation and resetting.
- User group policies' creation and modification.
- Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
- Ensure a user-centric approach within the team, promptly addressing queries and concerns.
Technical Support Specialist
Accutest Research Laboratories
08.2022 - 02.2023
- Provide technical assistance to customers, ensuring that all requests are handled promptly and efficiently.
- Troubleshoot hardware, software problems, and network issues.
- Install, configure, and maintain hardware and software systems.
- Diagnosed troubleshooting queries and support requests, remotely and on-site.
- Conducted installations of new software packages, patch updates, and new OS releases, maintaining optimized performance.
- Backing up data on a timely basis.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Created user accounts and assigned permissions on Active Directory.
- Tested new software and hardware prior to deployment.
Education
Bachelor of Science - Information Technology
Karmaveer Bhaurao Patil College
Vashi, Maharashtra05.2018
Skills
Troubleshooting issues
Accomplishments
1. Led Kaizen-based process improvement by managing user idea submissions and maintaining updated Knowledge Base articles, resulting in streamlined workflows and improved knowledge accessibility.
2. Worked on the DSAT (Dissatisfaction) Reduction Project by engaging with users daily, analyzing feedback, and implementing process improvements, resulting in a reduction in DSAT scores.
Certification
Technical Support Fundamentals
Declaration
I declare that the information presented in this resume is true and accurate to the best of my knowledge.
Sabina shaikh
Timeline
Application Support Analyst
Capgemini Technology Services
02.2024 - Current
Technical Support Specialist
Accutest Research Laboratories
08.2022 - 02.2023
Bachelor of Science - Information Technology
Karmaveer Bhaurao Patil College