Sandeep Padwal

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

18

years of professional experience

6

years of post-secondary education

3

Certifications

3

Languages

Work History

IT Functional Analyst

Sopra Steria India Ltd

Pune

02.2009 - Current

Identify and organize tickets according to priority.
Distribute tickets to engineers and technicians in the team.
Providing support through handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives
Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
Analyzes and resolves incidents and requests regarding the use of application software or hardware
Logs and tracks incidents and requests from identification through resolution
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete
Documents resolutions and updates self-help and staff knowledge bases
Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress promptly
Provide stats for the weekly report on call trends
Publishing support documentation to assist staff with requests for information & provide staff training if required
To arrange for external technical support where problems cannot be resolved in-house
React to change productively and handle another essential task as assigned
Reporting any major incidents to the team & the management & getting the homepage updated with the requisite details of the major incidents, advising the clients to refer to the updates on the homepage
Make outbound calls to provide resolution for user’s queries
Access Management Administrator: Create amend delete user profiles, create invoice approval limit on Oracle, Citrix, Aurora, Share Drive, P Drive, Home Drive, NHS.Net Mail, SharePoint, Knowledge Management, Generic Mailbox, skype, Active Directory, Personal mailbox, VQSM, IT Intranet, all the applications which are required by users
To amend user profiles as per requirement
To delete users' access from all the applications to which users have access after obtaining proper approval from the respective users' Line Manager
Under the service strategy business role, have closely worked with Client Relationship Managers on drafting & executing various work orders consisting of bulk IT service requests and effort estimations
Certain services are identified to be bulk in nature & a separate work order needs to be brought into effect, bulk orders like non-rules setups in bulk etc.
Provide timely communication during and after the life of an Incident
Restore normal service as quickly as possible to minimize the impact of incidents on operations
Provide information that allows support processes to be optimized and support resources to be directed where most required
Escalate through Line Management as necessary to ensure that Incidents are resolved in line with the service targets / SLAs.
Perform Daily, Weekly and Monthly audits for the entire Incident logged for my team
Chairing daily Hub Meetings for the team Via Conference call
Preparing the Agenda of the meeting and MOM of the meeting and sharing same with the Team
Preparing Aged call reports, Calls approaching SLT and chasing users for updates on the same
Leading the access management team
Assist manager with all the data required for Internal and External Audit
Involve in ISAE 3402 Audit since 2013.
System Administrator, ITIL, Access Management, Incident Management, Service Excellence, Audit and compliance, understanding of security principles (profiles, authentication, authorization), Deep understanding of risk and change management, security policies and controls, user account life-cycle management, roles-based access, access management, and directory.
Streamlined business processes by conducting thorough requirements analysis and providing actionable recommendations.
Increased organizational efficiency by automating manual processes through implementation of customized software solutions.
Conducted regular user training sessions to promote swift adoption of new systems and enhance overall productivity
Ensured consistent system performance with proactive monitoring, maintenance, and timely upgrades as needed
Provided expert guidance to junior team members, fostering professional growth and skill development
Proactively identified opportunities for improvement in existing systems, proposing innovative solutions that led to increased user satisfaction
Performed internal system acceptance to deliver well-tested enhancements and meet business requirements
Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions
Increased organizational efficiency by automating manual processes through implementation of customized software solutions.
Collaborated with cross-functional teams to ensure successful project delivery within tight deadlines.
Met with clients to understand business requirements, perform gap analysis and translate technical requirements
Communicated and explained business requirements to team members to understand and implement functional demands.

IT Service Desk Analyst

Steria (Xansa) India Pvt.Ltd

Pune

04.2006 - 02.2009

To Provide FCR to users' queries related, to PO Invoices, Non-PO Invoices, CMR, Workflow, Notifications, Images stuck in the system, Supervisor Hierarchy, login Assistance, BI reports, and all the issues related to the Oracle application
Receive inbound calls for IT Service desk-related issues which include Password reset for Oracle Applications, Outlook, Citrix, Aurora, Lotus Notes, Lync and NHS.Net email
To Co-ordinate with Level 2 and Level 3 support teams
Prepare regular and ad-hoc Incident Management reports
Involved in BPR tasks including providing KPI reports to clients daily, Weekly and monthly
Perform basic Troubleshooting by taking access to the user's PC for issues related to AD-One, and Outlook, Configure email personal as well as generic, and Installing SQL Developer, Todd
To Issue RSA tokens to users after approval from Line Managers.
Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users.
Developed knowledge base materials to facilitate self-service options, reducing overall ticket volume and allowing team to focus on critical issues.

Education

MBA - Marketing

YCMOU, Nashik

12.2021 - 05.2023

Grade: A Grade

Bachelor of Commerce -

Pune University, Pune

04.2001 - 04.2004

Grade: 56.05%

High School Diploma -

Maharashtra Board, Vadgaon

02.1999 - 02.2000

Grade: 73.86%

SSC -

Maharashtra Board, Pawananager

06.1997 - 03.1998

Grade: 73.46%

Skills

SQL knowledge

Workflow Analysis

End-User Training

Business Process Analysis

Effective Communication

Decision-Making

Goal Setting

Teamwork and Collaboration

Written Communication

Continuous Improvement

Problem-solving abilities

Multitasking

Team building

Customer Service

Troubleshooting

Accomplishments

Awarded pat-on-back awards three times.
Awarded top performance ratings three times in the annual performance appraisals.
Awarded Star Performer of the Year for the year 2014.
Awarded with STAR award for support provided during Synergy outage.

Applications Used And Supported

Oracle
Active Directory
Toad
Incident management system Topdesk
Business intelligence
VQSM
Data loader
Portal
Citrix
Intranet
Net email
Lotus
SQL developer
SQL
CRM
Kofax
Dev Ops
ALM

Trainings Undergone

IGAF
Data Protection & Information Security Training
ITIL Foundations
BCM
UY Path automation foundation
Scrum Master Certification
Six Sigma

Valid Passport

Yes

Knowledge Skill And Abilities

Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology.
Demonstrated ability to learn customer support processes and techniques and strong analytical skills.
Ability to solve problems.
People management

Personal Information

Date of Birth: 01/06/82

Certification

ITIL

Interests

Singing

Timeline

YCMOU - MBA, Marketing