Sachin Tiwade

• Managed end-to-end delivery of Microsoft 365, Azure, Okta, Kaspersky, and Freshdesk solutions, ensuring successful implementation and client satisfaction
• Conducted technical presales activities, including product demonstrations, technical presentations, and solution architecture design to support sales teams
• Provided technical expertise and support during the sales cycle to assist in closing deals and driving revenue growth.

• Successfully onboarded numerous clients, ensuring a smooth transition to managed services by conducting detailed requirement assessments, designing tailored service plans, and facilitating seamless integrations
• Oversaw the administration and optimization of client Microsoft 365 and Azure environments, implementing best practices for performance, security, and compliance
• Delivered exceptional support to clients by promptly addressing technical issues, troubleshooting complex problems, and ensuring high availability and reliability of services
• Led a dedicated 24x7 Managed Services Provider (MSP) team, ensuring round-the-clock monitoring and support, and consistently meeting Service Level Agreements (SLAs)
• Collaborated with sales teams during presales activities, providing technical expertise and crafting customized solutions to meet client needs, resulting in successful upselling and increased revenue
• Engaged in detailed solution design sessions with clients, understanding their specific requirements, and developing robust, scalable, and cost-effective solutions to address their business challenges.
• Acted as the primary point of contact for client escalation and support calls, effectively managing and resolving issues, maintaining client satisfaction, and fostering long-term relationships.

• Designed and migrated on-premise applications to the cloud.
• Handled the team of 10 Engineers and provided L5 level of support
• Performed in-depth documentation for projects deployed.
• Designed, deployed, and administered MS products like Exchange, O365, EMS, Active Directory, SCCM, WSUS, and Azure.

• Established network specifications and analyzed workflow, access, information, and security requirements
• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability
• Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults
• Drove continuous improvement of IT governance processes
• Responsible for building server administrator Part
• Administered general server daily administration at Data Center
• Configured AD, Exchange, and DHCP in Windows environment
• Created and configured the VM servers.Analyzed and applied patches, service packs, and infrastructure updates
• Coordinated with Peer and Escalation Team in driving issue resolution
• Provided support to NSE Trading software NEAT and its byproduct
• Troubleshot the performance issues of trading application and desktops
• Handled Interactive and Broadcast problems of NSE Trading Application
• Handled FTP connectivity issues for download and upload activity
• Troubleshot system and network problems including client end issues
• Troubleshot end-to-end NSE connectivity via Lease Line and VSAT
• Evaluated Change Request, Asset Management
• Vendor Management
• Installed and supported Trading software's like NOW, Ksdealer, Kstrader, Keatprox, Keat Super, KcTrader, KcDealer, ODIN, GETS, etc
• Installed, configured, and troubleshooted various IT-related software like Druva, LANDesk, Bluecoat, Bigfix, Safeboot
• Responsible for providing 1st level, 2nd level, and 3rd level support to end-users in troubleshooting and resolving PC/Server problems

Deployed Safe boot encryption software on PAN India.

• Maintained energy and enthusiasm in a fast-paced environment
• Actively listened to customers, handled concerns quickly, and escalated major issues to a supervisor
• Maintained an excellent attendance record, consistently arriving to work on time
• Led projects and analyzed data to identify opportunities for improvement
• Responsible for building SCCM server
• Administered general SCCM 2012 daily administration
• Configured SCCM client and reporting for SCCM environment
• Created Boundaries and Boundary Groups for PAN India KS Branches
• Created, monitored, and troubleshooted Distribution Points in PAN India KS Branches
• Pushed SCCM Client installation and troubleshooted inactive clients
• Configured SCEP role on Site server and created Automatic deployment rule for daily EP update
• Troubleshot Clients on which EP fails to autoupdate
• Trained colleagues on procedures and developed SOP's for administering SCCM secondary sites
• Performed root cause failure analysis using log files and reports
• Managed and administered SCCM client health, including the process of getting clients healthy
• Resolved hash package mismatch issues on distribution points
• Troubleshot and resolved SCCM management point policy issues and package/program deployment failures
• Researched potential solutions to unresolved issues, provided input on technical documentation, and led weekly team meetings
• Designed and documented Software Metering configuration for SCCM 2012 implementation
• Designed and documented Asset Intelligence Software Inventory and Hardware Inventory configuration for SCCM 2012 implementation
• Designed and documented Client Health and Remediation configuration for SCCM 2012 implementation
• Created and tested SCCM 2012 automated applications for SCCM 2012 deployment
• Administered Microsoft SCCM 2012 environment, including creating or editing security groups, application deployments (collections, advertisements, task sequences, and PowerShell scripts), patch management, general troubleshooting, log analysis, upgrade, and recommendations on current infrastructure
• Produced and maintained documentation for supported systems including architecture diagrams, technical specifications, and detailed design documents
• Analyzed and applied patches, service packs, and infrastructure updates
• Migrated the environment from an SCCM 2012 SP1 site to an SCCM 2012 R2 site in a new Active Directory Forest
• Created custom SQL queries and reports to assist with Microsoft licensing reconciliation
• Mitigated and repaired misconfigured SCCM site settings
• Handled the Team of 12 Engineers along with assisting the Operation Manager in the service desk
• Managed the operational delivery of service as per the statement of work
• Accountable for the integrity and security at the client location ensuring that all Customer data is successfully backed up/replicated and that there is 100% assurance that all data can be successfully restored when necessary
• Accountable for the accuracy, efficiency of all alert monitoring including predicted response and action of all reported alerts
• Reviewed customer feedback with Service Delivery Manager (SDM), developed and implemented plans to improve Total Customer Experience
• Attended meetings with customers as required
• Liaised with SDM and DLs on Escalations, Service Requests, Incident Reviews, Financial reviews, and other service delivery matters
• Escalated to equipment support providers and vendors where service and support are not meeting customer expectations or are not satisfactory
• Teamed with others, DLs, Service Managers (SM), and Service Leads (SL) to ensure seamless incident and problem resolution, customer service, and adherence to change, incident & problem management processes
• Reviewed Service Performance reports and when required, developed and implemented action plans to resolve issues causing SLA breaches
• Accountable for the resolution of operational problems and issues that impact service delivery in all service deliverables on assigned accounts
• Ensured all HP standards and work instructions are followed, or reported to management where breaches are occurring
• Ensured Level 1 Problem Management is carried out by DL on all critical priority cases
• Asset Management
• Prepared team rosters and managed staff plan
• Reduced absenteeism and attrition of resources
• Motivated the team members to achieve SLA consistently.

• Provided investigation, diagnosis, resolution, and recovery for hardware/software problems
• When unable to resolve, escalated to the second or third level in accordance with Help Desk escalation processes
• Handled around 3000 Desktops/Laptops with servers (IBM, HP, Dell, etc)
• Installed and maintained Windows 2003/2008/2012 operating systems and applications
• Used ITIL Service standard to track and document troubleshooting steps performed to resolve/escalate the issue
• Coordinated with the Peer and Escalation Team in driving the issue to resolution
• Provided support to NSE Trading software NEAT and its byproduct
• Troubleshot the performance issues of trading application and desktops
• Handled Interactive and Broadcast problems of NSE Trading Application
• Handled FTP connectivity issues for download and upload activity
• Troubleshot system and network problems including client end issues
• Troubleshot end-to-end NSE connectivity via Lease Line and VSAT
• Prepared MIS Reports on a daily basis
• Evaluated Change Request, Asset Management
• Vendor Management
• Installed and supported Trading software's like NOW, KS dealer, Kstrader, Keatprox, Keat Super, KcTrader, KcDealer, ODIN, GETS, etc
• Installed, configured, and troubleshooted various IT-related software like Druva, LANDesk, Bluecoat, Bigfix, Safeboot
• Responsible for providing 1st level, 2nd level, and 3rd level support to end-users in troubleshooting and resolving PC/Server problems
• Handled tasks of creating, documenting, publishing, and communicating policies and processes that impact the life cycle of the PC.

• Provided investigation, diagnosis, resolution, and recovery for hardware/software problems
• When unable to resolve, escalated to the second or third level in accordance with Help Desk escalation processes
• Handled around 3000 Desktops/Laptops with servers (IBM, HP, Dell, etc)
• Installed and maintained Windows operating systems and applications
• Provided support to NSE Trading software NEAT and its byproduct
• Troubleshot the performance issues of trading application and desktops
• Handled Interactive and Broadcast problems of NSE Trading Application
• Handled FTP connectivity issues for download and upload activity
• Troubleshot system and network problems including client end issues
• Troubleshot end-to-end NSE connectivity via Lease Line and VSAT
• Prepared MIS Reports on a daily basis
• Evaluated Change Request, Asset Management
• Vendor Management
• Installed and supported Trading software's like NOW, KS dealer, Kstrader, Keatprox, Keat Super, KcTrader, KcDealer, ODIN, GETS, etc
• Installed, configured, and troubleshooted various IT-related software like Druva, LANDesk, Bluecoat, Bigfix, Safeboot
• Responsible for providing 1st level, 2nd level, and 3rd level support to end-users in troubleshooting and resolving PC/Server problems
• Handled tasks of creating, documenting, publishing, and communicating policies and processes that impact the life cycle of the PC.