Sanket Tembhurne
Technical support specialist
Overview
2
2
years of professional experience
Work History
Technical Support Specialist
Fidelis Technology Services Pvt Ltd (client :- Infosys BPM )
10.2022 - Current
- As a Technical Support Specialist, I provide Tier 1 support to onsite Network Engineers
- My responsibilities include: Troubleshooting network issues on behalf of onsite Network Engineers
- Managing three dedicated channels for calls, chats, and tickets to facilitate live troubleshooting
- Assisting Network Engineers during troubleshooting to ensure customer services are activated successfully
- Offering guidance and resolutions when Network Engineers face difficulties in understanding troubleshooting steps
- Escalating complex issues to the relevant team for further assistance when necessarily.
Technical support
Tata consultancy services
8 2020 - 8 2022
- Provide Hardware / Software / Network problem diagnosis / resolution via teams call /chat and via remote for client's end user
- Route problems to internal 2nd and 3rd level IT support staff
- Coordinate and manage relationships with vendors and support staff that provide Hardware / Software / Network problem resolution
- Administer and provide user account provisioning
- Use the incident management system to document and manage the problems, work requests and their respective resolutions
- Responds to emails, instant messages, and assigned tickets from end users
- Assign work orders / incidents to the appropriate support team and follow until closer
- Responds to and diagnose problems through discussion with users, including problem reorganization, logs, research, isolation and resolutions
- Follow-up steps provided through the level 1 support and perform other activities based on SOPs
- Perform user account management activities, Escalate complex problems to appropriate support specialist
- Troubleshoot client software and basic network connectivity problems
- Identify, evaluate and prioritize customer problems and complaints
- Participate in on-going training and departmental developments
- Routine maintenance update with other IT staff and business units
- Provide all documentation including standards, configuration and diagrams
- Provide knowledge transfer of EUC operations
- Tools Worked on: Service Now, Azure Portal, MFA, Active Directory, Gil tools, company portal support, , IAM portal, CIMS portal.
- Improved client satisfaction rates by providing prompt technical support and issue resolution.
- Improved customer satisfaction by providing comprehensive technical support for new product launches.
Education
BCCA - Bachelor of commerce and computer applications
Rashtrasant tukdoji maharaj Nagpur Maharashtra
Skills
Windows
DNS
DHCP
AD
MS-OFFICE
Problem solving skills
Service NOW
Remedy
Service portal
Field Of Interest
Technical education
Strengthshobbies
- Positive attitude creating positive work environment
- Loyalty
- Punctuality
- Quick decision taking ability
- Good learner and listener
- Hardworking with lot of patience
- Playing cricket
- Drawing
- Cooking
- Watching motivational videos
Activities
- Leadership project
- Workshop participation in all circular activities
- Yoga
- Public service
Timeline
Technical Support Specialist
Fidelis Technology Services Pvt Ltd (client :- Infosys BPM )
10.2022 - Current
Technical support
Tata consultancy services
8 2020 - 8 2022
BCCA - Bachelor of commerce and computer applications
Rashtrasant tukdoji maharaj Nagpur Maharashtra