Shantanu Bharti

Adeptly handle a diverse array of technical issues spanning software, hardware, network, and security realms.

● Possess a robust comprehension of the ITIL framework and its best practices, ensuring seamless service delivery and continual enhancement.

● Demonstrate exceptional communication prowess, both written and verbal, fostering effective interactions with end-users, team members, and management.

● Exhibit a proven track record in guiding and mentoring junior technicians while offering comprehensive training on IT procedures and tools.

● Deliver timely and efficient technical support to end-users, guaranteeing swift issue resolution and heightened client satisfaction.

● Skillfully diagnose and resolve intricate hardware and software dilemmas encompassing Windows OS, Microsoft Office Suite, and assorted proprietary applications.

● Conduct advanced troubleshooting and root cause analyses for network connectivity, VPN, and security-related concerns.

● Collaborate seamlessly with Level 3 support and cross-functional teams to address escalated issues and liaise with vendors for hardware replacements and repairs.

● Spearheaded the implementation and maintenance of ITIL-based incident, problem, and change management processes, enhancing service delivery and operational efficiency.

● Contributed significantly to the creation of a comprehensive knowledge base, documentation, and training materials for the service desk team, bolstering efficiency and uniformity.

● Led team meetings and provided coaching and mentoring to junior technicians, elevating their technical prowess and customer service acumen.

● Assisted end-users with technical queries via phone, email, and remote desktop support, ensuring prompt resolution and bolstering customer satisfaction.

● Managed and upheld Active Directory user accounts, security groups, and permissions, ensuring stringent data integrity and access control measures.

● Played a pivotal role in the deployment and configuration of hardware and software, encompassing laptops, desktops, printers, and mobile devices.

● Collaborated closely with the Level 2 team to address complex technical issues and facilitate seamless ticket escalation procedures.

● Conducted comprehensive end-user training sessions to enhance IT literacy and mitigate recurrent issues.

• Experience the CORE servicing structure of the automobile industry
• Gain knowledge that was in sync with my ongoing B.Tech course.