Sandesh G. Gopale
New Mumbai
Summary
Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Assistant Manager
Micropoint PVT LTD
Mumbai
06.2023 - Current
- Providing high-level technical support and advice to VIP users and company executives
- Installing operating systems, hardware, and software
- Troubleshooting desktop issues, hardware, and software
- Configuring Outlook, DNS, and other settings
- Supporting desktop, directory services, and standard operating environments
- Managing calls, reporting, analyzing calls, and keeping customers informed
- Troubleshooting client software issues like workline,finware,SAP etc
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Supervised daily operations including scheduling shifts, assigning duties.
- Monitored employee attendance records, timekeeping, and payroll information.
- Resolved conflicts between team members in an effective manner.
- Generated reports on incident resolution status and usage statistics of IT services and systems.
- Monitored performance of IT systems proactively to ensure optimal functioning at all times.
- Performed regular maintenance tasks such as patching, security scans and backups.
- Configured printers, scanners, mobile devices according to organizational standards.
- Provided on-site training to end users on using various applications and tools.
- Maintained inventory of IT equipment and assets.
- Provided technical support to end users in person, via phone and email.
- Deployed and configured new computers, laptops and other devices.
- Identified root cause of incidents reported by end users and implemented corrective actions accordingly.
- Responded to IT service requests within SLA guidelines established by the organization.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Performed variety of clerical and administrative duties pertaining to on-site support.
Project Coordinator
Team computers Pvt Ltd
Mumbai
06.2022 - 06.2023
- Attending/providing SafeQ/Ysoft and counter tool related and XWS critical calls on phone OR control
- Installing the SafeQ/Yosft and XWS on printers
- Run the query on SafeQ server and sharing monthly user wise SafeQ/Ysoft reports to Customer for monthly billing
- Generate and download the printer wise report from counter tool and XWS
- Discovering the network printers in XDA server for generate proactive alerts in XSM
- Adding network printers in XSM and mapping the site
- Install/configure the printer driver on user’s system
- Coordinating with team and field Engineers for MPS Project
- Coordinating project schedules, resources, equipment and information
- Organizing reports, invoices, contracts, and other financial files for easy access
- Generation of reports & maintaining complete database
- Ability to handle project & Client pressure
- Monitoring the daily progress of projects
- Performing billing and bookkeeping tasks
- Attending the daily meetings and managing deadlines and workflow
- Providing detailed updates to project managers or other stakeholders
- Printer configuration and trouble shootings
- Troubleshooting Desktop, Laptop & Tab
- Planning meetings and organizing project logistics
- Handling Manage Engine ticketing tool & Excel
- Follow-up with vendor calls
- Coordination with pan India users
- Collaborated with senior leadership on strategic planning initiatives related to future projects.
- Coordinated with internal departments as well as external vendors to ensure successful completion of tasks.
- Monitored performance metrics such as cost, timeline, quality control and customer satisfaction levels.
- Analyzed data related to projects in order to identify areas for improvement or optimization opportunities.
- Provided direction, guidance and support to team members throughout the duration of projects.
- Contributed ideas towards process improvements that would increase efficiency or productivity levels.
- Performed regular reviews of project documentation and communicated results with relevant personnel.
- Developed and implemented project plans, established timelines, tracked progress and ensured deadlines were met.
- Ensured compliance with relevant regulations or standards when executing projects across multiple regions.
- Generated weekly, monthly, quarterly reports summarizing key performance indicators.
- Resolved conflicts among team members by providing creative solutions that addressed all parties' needs.
- Assessed customer feedback in order to continuously improve service delivery processes or procedures.
- Prepared status reports to communicate progress to stakeholders and management teams.
- Facilitated meetings between stakeholders to discuss project requirements, objectives or outcomes.
- Collaborated with cross-functional teams to define requirements for new initiatives.
Team Leader
Adecco India Pvt Ltd
Mumbai
07.2011 - 06.2022
- Administer the entire team including helpdesk as well as server Team
- Ensure timely reporting and maximum manpower availability on site
- Escalate resource related issues and ensure proper standbys as needed
- Assign tasks to the team and follow up to completion
- Ensure that the team members stick to their objectives to achieve their KRAs set
- Ensure that all reports are completed on time and follow up for completion
- Facilitate the proper recording of activities and enhance knowledge management within team
- Fine tune documentation and reports periodically to suit varying customer environment
- Analyze reports and submit summary to improvise on service deliverables
- Ensure coordination between customer systems team and Vendor FM team for maximum efficiency
- Preparing monthly as well as weekly report
- Make proactive suggestions for improvements in service delivery based on reports
- Ensure that the team is regularly trained and technically updated for maximum service excellence
- Maintaining Attendance of engineers & Helpdesk team and arranging alternatives as per requirement
- Responsible for good team building & Co-ordination within team member
- To accept the calls logged by Customer regarding printer issue
- Providing technical support to customer over phone/remote
- To troubleshoot the issues regarding the printer
- To assign calls to the engineers using help desk software
- To prepare daily Call report & monthly call report
- Maintain all helpdesk ticket requests in Help Desk tracking software
- Taking the feedback from the ASP's regarding the pending calls
- Monitoring and improving customer relationship management through survey and direct interaction
- Following up with Logistics team for delivery of parts
- Resolving the critical SafeQ/Ysoft calls/mails remotely
- Download the logs in all CMLs for billing purpose in every month
- Resolving the XSM device communication issue for billing purpose
- Installed the Standard Accounting setting in 3 devices in Kanjurmarg and kamala mills location
- Configured the workflow scanning in 2 devices in Kanjurmarg and kamala mills location
- Collect non SafeQ devices configuration sheet and shared with Balaji sir for billing in every month
Desktop Support Engineer
SSA Technology
Navi Mumbai
03.2010 - 06.2011
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Broke down and evaluated user problems using test scripts, personal expertise and probing questions
- Patched software and installed new versions to eliminate security problems and protect data
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Provided continued maintenance and development of bug fixes and patch sets for existing web applications
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Removed malware, ransom ware and other threats from laptops and desktop systems
- Configured hardware, devices and software to set up new work stations for employees
- Documented all transactions and support interactions in system for future reference and addition to knowledge base
- Ensured network, system and data availability and integrity through preventative maintenance and upgrades
Education
Master of Business Administration - Information Technology Project Management
Integrated Management Educational Technology
Delhi06-2022
Bachelor of Commerce - Commerce
JVM Mehta
Mumbai10-2012
Skills
- Hardware Installation
- Application installations
- Inventory Control Systems
- Information Security
- Software configuration
- Troubleshooting and diagnostics
- User Training
- Incident Management
- Software updating
- Technical Support
- Application support
Certification
- Certified hardware and networking certification
- Certified ITIL V4 certification
Accomplishments
- Team computer PVT LTD awarded best performance award on year Apr,2023
- Client L&T fince awarded beast performance award on year Nov,2023
Languages
Marathi
First Language
English,hindi
Advanced (C1)
C1
Timeline
Assistant Manager
Micropoint PVT LTD
06.2023 - Current
Project Coordinator
Team computers Pvt Ltd
06.2022 - 06.2023
Team Leader
Adecco India Pvt Ltd
07.2011 - 06.2022
Desktop Support Engineer
SSA Technology
03.2010 - 06.2011
Master of Business Administration - Information Technology Project Management
Integrated Management Educational Technology
Bachelor of Commerce - Commerce
JVM Mehta
- Certified hardware and networking certification
- Certified ITIL V4 certification
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