Summary
Overview
Work History
Education
Skills
Achievements
Personal Information
Playing Competitive PC Games
Timeline
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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

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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

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Shakir PatanwalaTech Lead Analyst - Service Desk