Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Satyendra Kumar Tiwari

Satyendra Kumar Tiwari

Pune

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Enthusiastic Service Desk Analyst eager to contribute to team success through hard work, attention to detail and excellent organizational skills.

Overview

12
12
years of professional experience

Work History

Technical Support Engineer

Rockwell Automation India Pvt. Ltd.
Pune
08.2022 - Current
  • Provided technical support to Plex ERP customers by diagnosing and resolving system issues related to production, inventory, quality, and other modules.
  • Responded to customer inquiries via ticketing systems, email, and phone, ensuring timely and accurate resolution of technical problems.
  • Analyzed and replicated customer-reported issues in test environments to identify root causes and suggest effective solutions.
  • Collaborated with internal development, QA, and product teams to escalate unresolved issues and ensure timely fixes.
  • Guided customers through system configurations, user management, data troubleshooting, and reporting queries.
  • Documented support cases, issue resolutions, and known error logs to build internal knowledge bases and improve response times.
  • Participated in user training sessions and created help guides and documentation to enhance customer self-service.
  • Monitored system performance and reported recurring issues to drive product improvement and customer satisfaction.
  • Ensured adherence to SLAs (Service Level Agreements) while maintaining high customer satisfaction ratings.
  • Supported system updates and upgrades by helping customers validate new features and troubleshoot post-deployment issues.
  • Provided end-user training and technical support to ensure optimal use of Plex features across departments.
  • Developed and maintained documentation for ERP processes, user manuals, and training materials.
  • Conducting interviews for Plex to hire potential candidates.

Service Desk Analyst

Wipro Ltd.
Pune
09.2020 - 07.2022
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Discussed customer concerns regarding product usage to promote improved user experience.
  • Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Collaborated with internal partners to effectively resolve user issues.

IT Technical Support Representative

Concentrix Ltd.
Pune
07.2019 - 09.2020
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Collaborated with colleagues in both domestic and international support facilities.
  • Used ticketing systems to manage and process support actions and requests.

Service Desk Analyst

Capgemini India Pvt. Ltd.
Pune
08.2013 - 03.2018
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Answered user product attribute and usage questions to promote satisfactory product ownership experience.
  • Resolved common user concerns by utilizing preset issue resolution scripts.

Education

B.Tech - Electronics And TeleCommunications Engineering

B.P. Poddar Institute of Management And Technology
Kolkata
07.2013

High School -

Shree Jain Vidyalaya
Kolkata
06.2008

Skills

  • Desktop support and customer service
  • Client relationship management
  • Technical issue analysis
  • Support ticket management
  • Technical troubleshooting
  • Data analysis
  • Root cause analysis
  • Issue escalation
  • Application improvement

Languages

English, Hindi and Bengali

Timeline

Technical Support Engineer

Rockwell Automation India Pvt. Ltd.
08.2022 - Current

Service Desk Analyst

Wipro Ltd.
09.2020 - 07.2022

IT Technical Support Representative

Concentrix Ltd.
07.2019 - 09.2020

Service Desk Analyst

Capgemini India Pvt. Ltd.
08.2013 - 03.2018

B.Tech - Electronics And TeleCommunications Engineering

B.P. Poddar Institute of Management And Technology

High School -

Shree Jain Vidyalaya

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Satyendra Kumar Tiwari