Sachin Ishwar Bembhare
Nagpur
Summary
Accomplished IT professional with expertise in IT infrastructure planning and service management .Demonstrated ability to enhance customer satisfaction through effective incident management and technical support, complemented by exceptional problem-solving and client management skills. Notable achievements include significant improvements in IT system efficiency and process compliance, leveraging proficiency in Office 365 and Azure Active Directory. Committed to driving continuous improvement in technology operations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Analyst - Infra (GIT)
HCLTech
Nagpur
02.2022 - 12.2024
- Provided solution to stakeholders through various channels such as calls, Email, Web tickets, and created incident tickets, services request as necessary
- Handled issue related to O365 application, Azure, windows, VPN, Cisco, administration, Networking, access password changes, authenticator, installation and uninstallation
- Designing an efficient IT system that meets the needs of the business and technology
- Keeping work logs updated, following shift/escalation processes, and ensuring process compliance
- Resolved tickets within the agreed service level agreement (SLA) in terms of ticket volume and response time
- Complied with quality standard including voice and accent, technical monitoring, regulatory requirement and company policy
- Taking responsibility for day-to-day IT infrastructure support
- Performing hierarchical escalation to the service desk and incident management
- Ensuring a positive customer experience and high customer satisfaction (CSAT) through First Call Resolution, minimum average handling time (AHT), and minimizing rejected resolutions and reopened cases
- Maintaining ownership of Incidents, ensuring regular status updates, and resolving them in accordance with Service Level Agreements (SLAs)
IT Engineer - Ultimatix Operation (GHD)
Tata Consultancy Services
Nagpur
09.2017 - 02.2022
- Established remote connection to user machine using remote application for efficient troubleshooting and support
- Installed and configured office packages, ensuring seamless functionality for end user
- Managed user domain account and email password, ensuring smooth access to essentials resources
- Updated all drivers and software, resulting in optimized system performance and functionality
- Tracked and classified incoming incidents or service requests, and initially attempted to provide solutions
- Generated reports and distributed tickets within the group according to the SLA
Education
MBA - Marketing & Operations
Central Institute of Business Management, Nagpur University
Maharashtra06-2015
BBA -
Rungta College, Raipur University
Chhattisgarh05-2013
Skills
- IT Support
- Desktop Support
- Remote support
- System Administrator
- IT Service Management (ITSM)
- Office 365
- Azure Active Directory
- Escalation Management
- Application installations
- End user support
- Incident management
- System administration
- Technical support
- Patch management
- Troubleshooting and Diagnostics
- Windows OS support
- Windows servers
- Customer success management
- ITIL processes
- Process improvement
- Project management
- Problem resolution
- Network troubleshooting
- Email communication
- Training and mentoring
- IT infrastructure planning
- Technical troubleshooting
- Cloud management
- Remote support tools
- Client management
- Microsoft exchange
- Application improvement
- Application support
- Call recordkeeping
- Service support
- Incident tracking
- Ticket support system management
Certification
- AWS Certified Cloud Practitioner
- DCA - Diploma in Computer Application, Vidya Coaching, 2010
- ADCA - Advance Diploma in Computer Application, Vidya Coaching, 2009
Awards
- Multiple TCS GEMS Awards at TCS (Constant Portfolio Target Achievement)
- Received many appreciation from users for quick turnaround
- Received star performer award for highest ticket resolution
Tools and Applications
- Office 365
- BMC Remedy 9.1
- Cisco WebEx
- Any Desk
- Citrix & Amazon Workspace
- Avaya
- Azure Active Directory
- ServiceNow
- Domain and Group
- Windows PowerShell
Affiliations
I declare that all the above facts are true to the best of my knowledge and belief
Timeline
Senior Analyst - Infra (GIT)
HCLTech
02.2022 - 12.2024
IT Engineer - Ultimatix Operation (GHD)
Tata Consultancy Services
09.2017 - 02.2022
- AWS Certified Cloud Practitioner
- DCA - Diploma in Computer Application, Vidya Coaching, 2010
- ADCA - Advance Diploma in Computer Application, Vidya Coaching, 2009
MBA - Marketing & Operations
Central Institute of Business Management, Nagpur University
BBA -
Rungta College, Raipur University
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