Hardware troubleshooting and repair
Sagar Shelake
Senior Technical support Engineer
Pune
Summary
With 4 years of experience as a Technical Support Specialist in IT, I have a strong background in service desk operations, Active Directory management, troubleshooting, and user support. I am adept at password resets, remote desktop support, and managing key accounts such as Microsoft, consistently providing thorough technical assistance. I am proficient in managing service requests through ADiTaaS , JIRA, Zoho service desk, which enables me to improve operational efficiency and enhance user satisfaction by swiftly resolving technical issues. My expertise encompasses adding users to Active Directory groups, managing user ID creation and deletion, handling telephone extensions, Slack IDs, and VPN groups. At the Level 3 support tier, I tackle complex problems and manage escalations, utilizing Jira for effective issue tracking. As a Slack administrator, I oversee security and distribution groups. Additionally, I manage virtual machines, licensing, Intune, AutoPilot, and Jabber phone extensions. Currently, I am actively involved in technical support and service desk operations at Rocket Software.
Overview
4
4
years of professional experience
Work History
Senior Technical Support Associate
Joy Infotech (contract)|| Rocket Software
03.2024 - Current
- Migration Projects:Provided technical help for migration initiatives, including AMC through Rocket Software. Responsibilities included establishing and removing IDs, configuring phone extensions, producing Slack IDs, and administering VPN groups.
- Service Desk:Expert in managing Active Directory, resolving issues, and providing user support. Proficient in password resets and offering remote desktop assistance
- Active Directory Management:Assigned users to Active Directory groups and granted the required access. Managed security groups and built distribution groups with AD Management, Microsoft 365 admin, and Exchange Admin Center.
- Microsoft Intune:1)Enroll mobile devices (Android, IOS, and IPAD) in the
Intune and System (win10, Win 11) connect to Azure AD using
Autopilot by Microsoft Entra join and Microsoft Entra
Hybrid join. 2)Worked in enrolling the devices into Autopilot by creating the hash file.3)Resets passwords, monitors service health, adds and deletes user accounts, and manages service requests4)Enforce settings and restrictions on devices by creating and managing configuration profiles - Office 365: 1) Create new user accounts, configure permissions, and track user activity and manage DLs 2)Managed OneDrive for Business configuration, safeguarding against unauthorized access while promoting easy file sharing among employees.3) Designate particular roles and permissions for users within the organization.4)Office 365 users and groups created and assign licenses
and manage as per the policy set - Ticketing Tools:Effectively handled service requests utilizing ADiTaaS, JIRA, and Zoho Service Desk.
- Advanced Support (L3 Level):Solved complicated problems and managed escalations. I worked extensively with Jira for problem tracking and project management.
- Virtual Machine (VM) Management:Managed virtual machines within the VMware virtual infrastructure and vSphere client. Provided access, changed ownership of VMs/VDIs, installed necessary software on users' systems remotely, and troubleshot any issues that arose with the VMs due to patch updates.
- Communication Tools: Managed Jabber phone extensions and phone extension development ,Administrative proficiency with Slack,managing security groups, creating distribution groups.
- Assist in Conducting IT audits to ensure compliance with company policies and industry standards. Implemented and maintained an IT inventory management system, including budgeting and data analysis for purchase and rental decisions.
- Provide Support through Ticketing to US base costumer.
- Enrollment of devices using autopilot in Intune.
- Hand on experience of installation of SCCM image,SCCM troubleshooting if it is not installed correctly and manage all asset inventory.
- I can assist with installing and configuring printers and scanners, whether connected through a network or USB.
- I can assist with managing video conferencing for VIP users and troubleshooting any IT issues that arise.
- Configuration and troubleshooting of O365, MS Teams, Cisco Webex, Zoom, mobile devices, and tablets, as well as providing remote assistance for Outlook, OneDrive, and VPN configuration and troubleshooting.
- Providing remote support to users by SCCM Remote Viewer and MS Teams. Managing and installation of local and network printers.
System Admin
Blazeclan Technologies Pvt.Ltd
12.2023 - 02.2024
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
- Managed onboarding and offboarding of employees.
- Empowered users with training sessions on new software applications, enhancing productivity across departments.
- Diagnosed and resolved hardware and software issues.
- Maintained active directory to build user profile, reset passwords, and unlock accounts.
- Managed Active Directory accounts for users and groups, improving access control across the organization.
- Managing Jabber phone extensions and providing remote desktop assistance.
- Provisioning access, creating distribution groups, and providing licenses
Desktop Support Engineer
Dixit Infotech Services Pvt .Ltd (contract)
07.2023 - 11.2023
- Optimized PC performance through regular updates, patches, and system upgrades.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Coordinated with vendors on warranty claims for faulty equipment, reducing costs associated with repairs or replacements.
- Managed user accounts and access permissions within Active Directory environments, maintaining a secure computing environment at all times.
- Proven ability to learn quickly and adapt to new situations.
Desktop Support Engineer
VDA Infosolutions Pvt.Ltd || Client =Tata Motors
01.2022 - 07.2023
- Diagnosed and troubleshot hardware, software and network issues.
- Video conferencing management for VIP delegates and troubleshooting support
- Increased customer satisfaction by providing timely and effective remote support services.
- Working on triggered incidents on Microsoft Defender endpoint and security-related related
- Resolving printer, scanner, and other peripheral device-related issues.
- Configuring Mail Outlook Office 365 in Microsoft Outlook & configuring new PST file
- Pro-activeness on High Priority tickets
IT Engineer
Stark Technology And Staffing Solutions
11.2020 - 10.2021
- Troubleshot complex technical issues, providing timely resolution to minimize disruptions.
- Troubleshooting Hardware, Software, Desktop, Laptop Issue.
- Software and application installation and troubleshooting.
- Managing and troubleshooting Windows operating systems. Joining systems to Domain networks.
- Troubleshooting system passwords for users (e.g., Account lockout).
- Installing and Updating Software Packages.
IT Engineer
Rahitech IT Solutions (internship)
06.2020 - 10.2020
- Installation of Windows OS.
- Installation of antivirus.
- Basic work of hardware problem resolving.
Education
Bachelor of Science -
Deogiri College
Aurangabad, India 04.2001 -
Skills
Remote Support
Software
Software installation and configuration
Mobile device and BYOD support
Peripheral device support
Active Directory
Languages
English
Hindi
Marathi
Interests
Badminton
Watching youtube videos
Internet Surfing
Timeline
Senior Technical Support Associate
Joy Infotech (contract)|| Rocket Software
03.2024 - Current
System Admin
Blazeclan Technologies Pvt.Ltd
12.2023 - 02.2024
Desktop Support Engineer
Dixit Infotech Services Pvt .Ltd (contract)
07.2023 - 11.2023
Desktop Support Engineer
VDA Infosolutions Pvt.Ltd || Client =Tata Motors
01.2022 - 07.2023
IT Engineer
Stark Technology And Staffing Solutions
11.2020 - 10.2021
IT Engineer
Rahitech IT Solutions (internship)
06.2020 - 10.2020
Bachelor of Science -
Deogiri College
04.2001 -
Similar Profiles
Nazia EdwardsNazia Edwards
Freelancer at SoftwareFreelancer at Software
Mahmoud MagdiMahmoud Magdi
Development Engineer at SoftwareDevelopment Engineer at Software
Vinjamoori AdityaVinjamoori Aditya
Python Developer /Junior Tableau Developer at SoftwarePython Developer /Junior Tableau Developer at Software
MAHIDHAR DWIVEDIMAHIDHAR DWIVEDI
Key Account Manager at Quadrant Knowledge Solutions Pvt. Ltd.Key Account Manager at Quadrant Knowledge Solutions Pvt. Ltd.
Trupti PoojaryTrupti Poojary
Senior Software Engineer at Cybage Software Pvt LtdSenior Software Engineer at Cybage Software Pvt Ltd