SAPNA SARKE
Senior Project Executive
Mumbai
Summary
A budding professional with over 6.10 years of experience in IT Helpdesk, EndUser Support& Service Desk Management. 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. Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Enthusiastic IT professional eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in given opportunity.
Overview
7
7
years of professional experience
11
11
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Ticket LifeCycle Management Co-ordinator
Novartis
Mumbai
07.2021 - Current
- Working as a Ticket LifeCycle Management Co-ordinator and handling 500+ tickets for specific function.
- Worked for different function like ServiceDesk, Application Management etc
- Analysis of ticket and sharing recommendation with client/SPoCs
- Identifying dependency and patters and reviewing with SPoCs to find the solutions.
- Carried out day-to-day duties accurately and efficiently.
- Collaborated with team members to achieve target results.
- Increased customer satisfaction by resolving issues.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Successfully achieved 10% reduction in each quarter and preparing exception cases.
Project Manager- Aadhar Support
Wipro InfoTech Pvt. Ltd, HDFC BANK Pvt. Ltd
Mumbai
08.2019 - 10.2020
- I have worked for Aadhar Support Project where managing team of 12 engineers providing technical support on all Aadhar equipments
- Managing 500+ branches to set up the Aadhar kit and providing support on all technical issues.
- Utilized problem-solving techniques and critical analysis to resolve issue.
- Prepared technical guides and trained employees and customers for service improvement.
- Monitored SD performance against key performance indicators and service level agreements to ensure service and quality objectives were meeting.
- Effectively monitored delivery of service, achieved satisfaction levels of 95%
- Analyzed escalated issues and identified/implemented solutions that improved service quality
- Prioritized workload and balanced resources through proactive review of ticket queues and participation in project management discussions
- Supported users remotely using Team viewer tool or RDP, as well as email, and phone support.
- Met project deadlines without sacrificing build quality or workplace safety.
- Identified plans and resources required to meet project goals and objectives.
Team Lead
HDFC ERGO General Insurance Pvt. Ltd
Mumbai
02.2018 - 07.2019
- Oversees day-to-day activities of the help desk with attention to performance standards and service levels.
- Manages delivery of end-user support, maintenance, and scheduling of new installations of hardware and software.
- Ensures technical problems are promptly addressed; monitors resolution of problems to ensure optimum user- system performance; implements necessary procedures to monitor, log, and track technical problems and user difficulties.
- Respond in a timely and positive manner to user requests for assistance submitted through the Helpdesk ticketing system or through other channels.
- Supervising and overseeing the direction of the project ensuring that the client’s specifications and requirements are met.
- Managing Servecentral Ticketing Tool & co-ordinate with engineer for assigning tickets.
- Working on Call Report & Engineers Performance Report on daily basis.
- Co-ordination with engineers to perform the tasks of providing timely and accurate technical support to employees.
- Liaised with user to ensure that the problem reports have been solved satisfactorily.
- Ensured regular inspections and maintenance checks are conducted.
- Managing to perform troubleshooting on assigned ticket and resolve the problem within SLA.
- Managing and increasing the effectiveness and efficiency of Support Services.
- Worked on High aging tickets & ensure closure on time.
- Escalation handling & providing timely response to user for their issues
- Communication with clients & user for their response on services to upgrade level of services
- Working on SOPs and process documents.
- Coached team members in techniques necessary to complete job tasks.
- Reported on updates to project specifications and progress.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Trained new team members by relaying information on company procedures and safety requirements.
Lead
Deloitte Touché Tohmatsu Limited
Mumbai
08.2017 - 10.2017
- Worked as a Lead for Windows 8.1 to Windows 10 Migration Project
- Interviewing & deployment of resources for Deloitte Windows Migration Project in PAN India
- Maintaining attendance of resources on daily basis & share with customer
- Planning of resources shift for different location
- Communication with partner for resource requirement & their deployment
- Sharing project status & update with customer on daily & weekly basis
- Sharing engineer attendance with customer & partner for payment release
- Arranging backup resources on time in case of any issue
- Co-ordination between Windows migration engineer & customer to improve activity process
- Arranging proper solution if engineers are facing any technical issue
- Maintains engineer’s performance report & share with customer
- Weekly review with customer on activity & engineer performance
- Maintains activity migration list location wise & share with customer.
- Coached team members in techniques necessary to complete job tasks.
- Reported on updates to project specifications and progress.
Team Lead
Majesco Software & Solution India Pvt. Ltd
Mumbai
03.2017 - 07.2017
- Supervising and overseeing the direction of the project ensuring that the client’s specifications and requirements are met
- Managing LANDesk Ticketing Tool & co-ordinate with engineer for assigning calls
- Working on Daily Call Report & Engineers Performance Report on daily basis
- Assigning engineer for fixing complaints according to their technical skills
- Co-ordination with engineers to perform the tasks of providing timely and accurate technical support to employees
- Assisting Engineer in performing minor troubleshooting in identifying applicable problems relating to application software, PC, and basic network communications
- Liaised with user to ensure that the problem reports have been solved satisfactorily
- Informed Engineers about the problems and ensured they provided permanent solutions
- Noted down recurring technical problems and found permanent solutions against it
- Ensured regular inspections and maintenance checks are conducted
- Managing to perform troubleshooting on assigned ticket and resolve the problem within SLA
- Managing and increasing the effectiveness and efficiency of Support Services
- Working on High aging calls & ensure their closure on time
- Escalation handling & providing timely response to user for their issues
- Communication with clients & user for their response on services to upgrade level of services
- Working on SOPs & process documents
- Maintaining engineer’s attendance detail.
Network Security Engineer
Mumbai International Airport Limited
Mumbai
04.2016 - 09.2016
- Security EngineerL1
- Handled Symantec Endpoint Protection Manager 12.1.6 MP3
- Threat and virus protection using SEPM for 2000 clients
- Worked in LANDesk Management Suite 9.6 SP2 for assets management
- Handled approx 1200 clients in LANDesk Management Suite
- Handled software and hardware inventory through LANDesk Management Suite.
- Coordinated with third-party security information and event management (SIEM) providers to maintain protections and predict threats.
- Liaised with third parties to respond to security events and understand threat landscape.
IT Helpdesk Co-ordinator+Desktop Engineer
HDFC ERGO General Insurance Pvt. Ltd
Mumbai
03.2013 - 10.2015
- Managed Ehelpline Tool & assigned requests to Engineers
- Carried out day-to-day duties accurately and efficiently.
- Identified issues, analyzed information and provided solutions to problems.
- Handled the responsibilities of responding to incoming calls in the help desk
- Created and maintained Software Installation & troubleshooting documentation
- Assisted users in performing minor troubleshooting in identifying applicable problems relating to application software, PC, and basic network communications
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Managed complaints calls from employees and made notes of technical issues they are facing
- Assigned Engineer for fixing complaints according to their technical skills
- Provided guidance and instructions over the phone for minor technical issues
- Informed Engineers about the problems and ensured they provided permanent solutions
- Noted down recurring technical problems and found permanent solutions against it
- Ensured regular inspections and maintenance checks are conducted
- Provide remote support to different Remote locations
- Provide Software, Hardware, Network Support and Operating System support to all Remote locations
- Configuring IBM Lotus Notes & Mozilla Thunderbird mail for user and troubleshooting Mail Problem
- Provide Software, Hardware and Network Support, as well as Operating System loads and organizational
- Provide Support in Resolving Networks Problem and troubleshooting of LAN Connectivity issues
- Performing troubleshooting on assigned ticket and resolve the problem within SLA.
- Used coordination and planning skills to achieve results according to schedule.
- Increased customer satisfaction by resolving issues.
Education
Master of Technology - System Engineering
Birla Institute of Technology And Science
Mumbai 01.2015 - 11.2017
Bachelor of Science - Information Systems
Birla Institute of Technology And Science
Mumbai 02.2013 - 12.2016
Diploma - Electronics And Telecommunications
S. V. Polytechnic Collage
Bhopal 07.2009 - 07.2012
High School Diploma -
St. Joseph Convent H. S. School
Itarsi 07.2008 - 06.2009
Skills
Project lifecycle management
undefinedAccomplishments
- M-tech in IT, BITS PILANI 2018
- B-tech in IT, BITS PILANI 2016
- Diploma In Electronic and Telecom
- 2012
- High School Education Board 2009
- PERSONAL PROFILE
- FULLNAME : Sapna Sarke
- DATEOF BIRTH : 29 March 1993
- GENDER : Female
- ADDRESS : FlatNo.1203,VrindavanValley,Opp.VanashreeComplex,
- Khadakpada Circle, Kaylan (W),PIN- 421301
Certification
ITIL V4 Foundation
Timeline
Ticket LifeCycle Management Co-ordinator
Novartis
07.2021 - Current
ITIL V4 Foundation
01-2020
Project Manager- Aadhar Support
Wipro InfoTech Pvt. Ltd, HDFC BANK Pvt. Ltd
08.2019 - 10.2020
Team Lead
HDFC ERGO General Insurance Pvt. Ltd
02.2018 - 07.2019
Lead
Deloitte Touché Tohmatsu Limited
08.2017 - 10.2017
Team Lead
Majesco Software & Solution India Pvt. Ltd
03.2017 - 07.2017
Network Security Engineer
Mumbai International Airport Limited
04.2016 - 09.2016
Master of Technology - System Engineering
Birla Institute of Technology And Science
01.2015 - 11.2017
IT Helpdesk Co-ordinator+Desktop Engineer
HDFC ERGO General Insurance Pvt. Ltd
03.2013 - 10.2015
Bachelor of Science - Information Systems
Birla Institute of Technology And Science
02.2013 - 12.2016
Diploma - Electronics And Telecommunications
S. V. Polytechnic Collage
07.2009 - 07.2012
High School Diploma -
St. Joseph Convent H. S. School
07.2008 - 06.2009
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