Sachin Naik
Bangalore
Summary
IT professional with 6+ years of experience in system support, IT service management, and end-user assistance across diverse organizational environments. Demonstrated leadership in managing IT support teams, driving service excellence, and implementing best practices in IT operations.
Proven expertise in IT analysis, service desk management, system deployment, and network support, with a strong focus on incident resolution, infrastructure optimization, and cross-functional collaboration.
Recognized for mentoring and developing team members, improving service delivery KPIs, and contributing to the overall success of IT initiatives through effective leadership, communication, and accountability.
Overview
12
12
years of professional experience
Work History
Team Leader - Service Desk /Senior Technical Support Specialist
Concentrix Services India Pvt. Ltd
Bangalore
07.2019 - Current
- Lead a team of 35+ IT support engineers in managing and maintaining enterprise IT systems, ensuring seamless operation across all business units.
- Provided advanced technical troubleshooting and root cause analysis for Microsoft Outlook errors, including connectivity issues, mailbox corruption, PST/OST file issues, and Exchange sync problems.
- Diagnosed and resolved network-related issues. Spearheaded system upgrades and migrations, reducing system downtime
- Handled complex system-level troubleshooting on Windows and Linux environments, including BSOD analysis, system crashes, user profile corruption, and patching-related conflicts.
- Developed and enforced IT policies for security, software installation, and data backups, reducing compliance violations by 50%.
- Managed escalations and coordinated with cross-functional teams to minimize downtime during outages and planned maintenance.
- Led the implementation of proactive system health checks and automated monitoring tools, resulting in early detection and resolution of over 75% of critical issues.
- Conducted hands-on training sessions for junior staff on troubleshooting best practices, ticketing systems, and customer service skills.
- Provided L1 and L2 support, diagnosing hardware and software issues for end-users.
- Implemented ITIL practices and developed SOPs for incident, problem, and change management, improving response time and issue resolution.
- Perform root cause analysis (RCA) for high-impact issues, propose process improvements, and work on continuous service optimization strategies.
IT Support Specialist
Mphasis (Bank of America)
Mangalore
09.2013 - 01.2015
- Company Overview: Mphasis An HP Pvt. Ltd.
- Strong knowledge of HP laptops and desktops, including troubleshooting and repair.
- Experience with Citrix environments and Microsoft Professional applications (Office Suite, Windows OS, etc.).
- Familiarity with remote support tools and ticketing systems.
- Served as the first point of contact for IT-related issues, managing help desk operations, prioritizing tickets, and ensuring timely resolutions.
- Received commendation for excellent communication skills, professionalism, and ability to de-escalate complex user concerns.
- Mphasis An HP Pvt. Ltd.
Education
M.Com -
Southwest University
01.2020
B.COM -
Karnataka University
Dharwad01.2018
P.U.C-II -
Dept. Of Pre -University
Bangalore01.2010
S.S.L.C -
Karnataka Secondary Education Board
Bangalore01.2008
Skills
- Microsoft Excel
- Power BI
- AI Automation
- ServiceNow
- Microsoft Dynamics
- SAP CRM
- Technical troubleshooting
- Root cause analysis
- Incident management
- Team leadership
- ITAM
- IT service management
Technical Skills Proficiencies
Microsoft Excel (Advanced): Proficient in PivotTables, VLOOKUP, XLOOKUP, INDEX-MATCH, macros, charts, and dashboard creation, Power BI: Hands-on experience in creating interactive dashboards, DAX functions, KPIs, and data modeling, Familiar with AI Automation and Google Data Studio, Skilled in NICE, CC Pulse, Genesys, and ticketing platforms like ServiceNow, Microsoft Dynamics, SAP CRM
Languages
- English
- Hindi
- Kannada
- Konkani
Rewards Certifications
- Highest CSI (Customer Satisfaction) scorer awarded from Bank of America
- WW Lenovo Commercial CEC Director appreciation for very good RRR/RDR Scores & driving FCR for team with 70% Avg MTD Score - Best Performer 2021- Concentrix Lenovo
- Best team supporter with a highest CSI, Aux usage and Productivity points from Mphasis
- Completed ITIL & ITAM Certification
- Completed 6 Sigma White belt Certification.
- Completed Code of Ethical Business Conduct Certification
Personal Information
- Father's Name: GOPAL NAIK
- Date of Birth: 08/05/92
- Gender: Male
- Marital Status: Single
Timeline
Team Leader - Service Desk /Senior Technical Support Specialist
Concentrix Services India Pvt. Ltd
07.2019 - Current
IT Support Specialist
Mphasis (Bank of America)
09.2013 - 01.2015
M.Com -
Southwest University
B.COM -
Karnataka University
P.U.C-II -
Dept. Of Pre -University
S.S.L.C -
Karnataka Secondary Education Board
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