Sandeep Patil S

IT Service Desk Supervisor / IT Operations Supervisor

VMware Software India Pvt. Ltd| Bangalore, India
March 2014 – February 2024

• Led and managed a team of 40 plus IT support engineers, providing end-user support across multiple business functions and locations.
• Oversaw day-to-day service desk operations, ensuring timely resolution of incidents and service requests, while maintaining high customer satisfaction.
• Implemented ITIL-aligned service management processes covering incident, request, problem, and change management.
• Acted as escalation point for complex technical issues and executive-level support, delivering consistent white-glove service.
• Drove performance management, including goal setting, coaching, feedback, and career development of team members.
• Designed and monitored SLAs, KPIs, and operational metrics, using data insights to improve response times, resolution quality, and user experience.
• Partnered closely with global IT teams and regional stakeholders to align local operations with global standards and initiatives.
• Supported office expansions, infrastructure upgrades, and IT readiness for new teams and locations.

KEY ACHIEVEMENTS

• Successfully scaled service desk operations to support a growing user base without service degradation.
• Improved SLA compliance and customer satisfaction through process optimization and metrics-driven improvements.
• Reduced repeat incidents by implementing structured root cause analysis and proactive problem management.
• Strengthened team capability and morale through structured coaching and clear performance frameworks.

TECHNOLOGY STACK

• ITSM Tools: ServiceNow
• Collaboration & Identity: Microsoft Office 365 + Collaboration Tools , Google Workspace, Zoom, Slack, Okta
• Operating Systems: Windows, macOS

Key Collaborations

• Collaborated with the Hardware Support Team to understand the types of issues that they worked on and implemented those troubleshooting steps within the Service Desk Support Team. This helped in increasing the FCR Metric for the Service Desk
• Collaborated with the Messaging and OS Teams every week to keep the Service Desk Team updated on the new features and policies being introduced by these teams, and ensured that the Service Desk Team was updated on these changes before they happened
• Collaborated with the Identity Management Team as well as the above-mentioned teams for Shift Left Process where we were able to transfer app-level troubleshooting information, as well as elevated access to troubleshoot app issues and access level issues, thereby increasing the number of tickets resolved by the Service Desk Team as well as increase in FCR percentage

Key Projects

• Worked with the Incident Management Team to automate the submission of the Critical Incident Report by the Service Desk to the IM Team. This ensured that the Incident report was always submitted in the required format and contained all the relevant information required initially to raise a Priority Incident by the IM Team. Technologies used to automate this process were Microsoft Forms and Power Automate, along with Outlook Exchange for the delivery of the Incident report by email
• Worked with the Statistics and Metrics Team to create a portal which updated all the key metrics of the Service Desk, along with other IT Teams’ data, daily. The solution involved scheduling reports from the CRM Tool and delivering them to the Reporting portal daily. The portal would then update the data at a specific time each day. This allowed the Leadership Team to access key performance data of all IT Teams whenever required, without asking the teams to generate reports on an ad hoc basis
• Created a Dashboard for the Service Desk Leadership where the Managers could check the performance data of their Team as a whole, as well as the data of individual Team Members which helped address any performance related issues as well as recognize the top performers of each as well as the Service Desk as a whole

• Handled global technical issue calls from Goldman Sachs employees.
• Provided email and chat support to resolve inquiries promptly.
• Maintained chat queue, ensuring ticket resolution within SLA.
• Cleared all tickets within the required time, ensuring adherence to quality processes.
• Suggested process improvements to enhance SLA performance.
• Followed up with resolver groups to document process changes in the Knowledgebase.
• Assisted networking and server teams with testing and reporting results as needed.
• Monitored team queue to ensure timely resolution of Service Requests.

• Processed change management and project requests for Bank of America.
• Managed a team of change management consultants to enhance performance.
• Analyzed team reports and provided feedback to improve service level agreements.
• Followed up with vendors to ensure timely completion of assigned tasks.
• Suggested process changes for improving service level agreements.
• Facilitated business communications with clients regarding change request issues.
• Mediated between clients and vendors to ensure project deadlines were met.

• Processed AD requests for Wartsila and KONE efficiently.
• Created cases for KONE emails within one hour of receipt.
• Managed creation, modification, and deletion of user accounts on AD.
• Established security groups, distribution lists, and shared mailboxes for Wartsila and KONE users.
• Conducted follow-up on pending cases and ensured timely closure within service level agreements.

• Maintained accurate status and history of service requests for non-escalated incidents.
• Provided insights to review teams as overall service seekers in daily operations.
• Coordinated support intervention to ensure timely escalation of incidents.
• Identified owners for service requests or incidents when necessary.
• Focused on quality, customer experience, and adherence to SLA objectives.
• Ensured adherence to communication best practices for customers and internally.
• Documented all tickets comprehensively in the ILCC Tracking Sheet.
• Captured new tickets promptly and met time to own (TTO) requirements.

• Resolved issues in Microsoft software, including Windows XP, Vista, and Office 2003 and 2007.
• Installed Windows operating systems over network to enhance deployment efficiency.
• Executed network troubleshooting for networking and VPN challenges.
• Managed resolution of messaging issues related to Outlook and Microsoft Office Communicator.
• Troubleshot hardware problems involving desktops, laptops, and printers.
• Provided callback technical support to resolve escalated Chat team issues.
• Analyzed unresolved tickets within Chat team, expediting resolution process.
• Generated daily reports on pending Helpdesk cases to facilitate case distribution.