Shakir Patanwala
Tech Lead Analyst - Service Desk
Pune
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Service Desk Lead
Principal Global Services
03.2024 - Current
- Promoted a culture of continuous improvement through regular process evaluations, identifying areas for enhancement or streamlining initiatives.
- Reduced ticket backlog by implementing efficient triage methods that prioritize critical incidents over low-impact requests.
- Provided ongoing training opportunities for team members to develop their skills and stay current with changing technologies.
- Established effective communication channels between the service desk team and other departments, fostering collaboration and information sharing.
- Optimized resource allocation by analyzing workload distribution data, ensuring balanced assignments across the team.
- Contributed to the successful completion of major IT projects by providing crucial support services, such as incident management, problem resolution, and change coordination.
- Championed the adoption of ITIL best practices within the organization''s service desk functions, aligning processes with industry standards for optimal results
- Reduced ticket backlog by implementing efficient triage methods that prioritize critical incidents over low-impact requests
Senior Analyst - Service Desk
Principal Global Services
12.2016 - 02.2024
- Provide Level 2 technical support for Windows, Azure Portal, and Microsoft Endpoint Management, ensuring high-quality service to end-users.
- Design and manage ServiceNow catalog tasks, streamlining workflows and improving user experience.
- Handle escalations and resolve complex technical issues, coordinating with various teams to ensure rapid resolution.
- Lead a team of 20+ service desk technicians, providing guidance, training, and support to ensure efficient issue resolution.
- Collaborate with stakeholders to identify process improvement opportunities and implement best practices in service delivery.
- Create and maintain technical documentation to facilitate knowledge sharing and improve team efficiency.
- Played a pivotal role in the successful completion of high-stakes projects by providing crucial analytical support and insights.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Investigated system issues and implemented resolutions to reduce downtime.
Sr. Process Associate
Affinity Global Services Pvt. Ltd.
03.2014 - 12.2016
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Responded to customer inquiries and provided technical assistance over phone and in person
- Explained security measures in simple terminology to help users understand malware and phishing threats
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions
- Developed knowledge base materials to facilitate self-service options, reducing overall ticket volume and allowing the team to focus on critical issues
- Translated complex technical issues into digestible language for non-technical users
- Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery
- Researched and identified solutions to technical problems
Subject Matter Expert
Amdocs DVCI Ltd. (Payroll of Magna InfoTech)
08.2011 - 06.2013
- Contributed to thedevelopment of IT best practices, keeping current with industry trends and advancements in technology
- Reduced helpdesk support tickets by proactively addressing common user issues through regular maintenance
- Enhanced system performance by optimizing desktop configurations and implementing software updates
- Created thorough documentation on system configurations, policies, and procedures for use by IT staff and end-users alike
- Diagnosed and troubleshot hardware, software and network issues
- Provided remote support to off-site employees, ensuring seamless integration with company systems and continued productivity
- Configured hardware, devices, and software to set up work stations for employees
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
Quality Analyst
AB Connect BPO Pvt. Ltd.
10.2010 - 04.2011
- Promoted a culture of excellence among call center staff through ongoing performance evaluations and targeted coaching initiatives
- Reduced average handling time by coaching agents on effective communication techniques and problem-solving strategies
- Improved overall customer satisfaction by providing constructive feedback to agents
- Identified areas of improvement for agents through thorough analysis of recorded calls
- Supported the implementation of new technologies, tools, and processes to enhance call center efficiency and agent performance
- Streamlined the quality assurance process by implementing standardized evaluation criteria across all teams
Education
Bachelor of Science - Computer Science
Advanced Institute of Engineering & Management Studies
Mumbai 01.2006 - 04.2009
Skills
Microsoft Entra
Azure Intune Portal
Microsoft 365
ServiceNow
Sharepoint Online
Exchange Admin
Vsphere and Citrix
Team building
Active Listening
ITIL Knowledge
Zscaler Support
Leadership
Achievements
- Awarded as Excellence In Collaboration in the Year 2020.
- Recipient of the Spot Award for outstanding performance and exceptional contributions to team success.
- Participated in the Best Project of the Year, contributing to a collaborative and award-winning team achievement in Year 2020 and 2023.
- Awarded Twice as Domain Specialist of the year.
Personal Information
Date of Birth: 03/16/88
Playing Competitive PC Games
Playing competitive PC games involves a mix of skill, strategy, teamwork, and quick reflexes
Timeline
Service Desk Lead
Principal Global Services
03.2024 - Current
Senior Analyst - Service Desk
Principal Global Services
12.2016 - 02.2024
Sr. Process Associate
Affinity Global Services Pvt. Ltd.
03.2014 - 12.2016
Subject Matter Expert
Amdocs DVCI Ltd. (Payroll of Magna InfoTech)
08.2011 - 06.2013
Quality Analyst
AB Connect BPO Pvt. Ltd.
10.2010 - 04.2011
Bachelor of Science - Computer Science
Advanced Institute of Engineering & Management Studies
01.2006 - 04.2009