Open To Work
Shardul Jadhav
Pune
Summary
Detail-oriented Service Desk Analyst with expertise in complex troubleshooting, incident management, and root cause analysis. Committed to enhancing client relationships and ensuring high-quality technical support.
Overview
15
15
years of professional experience
Work History
Service Desk Analyst
Wipro Technologies
Pune
04.2025 - Current
- Resolved escalated issues involving network connectivity, server permissions, and advanced software configurations to restore service efficiency.
- Root Cause Analysis (RCA): Instead of just fixing a recurring symptom, you identify the underlying flaw in the infrastructure to prevent future incidents.
- Hardware/Software Lifecycle: Managing the deployment, patching, and decommissioning of enterprise-level assets.
- Created, audited, and maintained Standard Operating Procedures (SOPs) and technical documentation for department-wide use, enhancing operational consistency.
- Reviewed tickets handled by junior staff to ensure compliance with Service Level Agreements (SLAs), contributing to high customer satisfaction scores.
Business Analyst
ADP
Pune
02.2023 - 11.2024
- Analyzed business processes to identify improvement opportunities and enhance efficiency.
- Conducted data analysis to support decision-making and strategic planning efforts.
- Created process maps to visualize workflows and improve communication among teams.
- Facilitated workshops to elicit feedback and refine project objectives with users.
- Assisted in application testing to verify alignment with business needs and requirements.
- Maintained project documentation to ensure clarity and traceability throughout projects.
Service Desk Analyst
VHS Consulting Pvt Ltd
Pune
02.2022 - 02.2023
- Provided technical support for hardware and software issues.
- Troubleshot network connectivity problems for clients.
- Documented service requests and resolutions in ticketing system.
- Assisted in training new team members on procedures.
- Collaborated with cross-functional teams to resolve complex issues.
- Coordinated technical teams during major incidents, including total mail server outages, to ensure effective responses.
- ITSM Optimization: Suggesting improvements to the ticketing system (e.g., ServiceNow, Jira) to automate workflows or improve data tracking.
- Knowledge Base Management: Creating, auditing, and maintaining the Standard Operating Procedures (SOPs) and technical documentation that the entire department relies on.
Service Desk Analyst
Cyberedge Web Solutions
Pune
02.2011 - 02.2021
- Acted as the single point of contact for all IT issues, logging and resolving tickets within SLAs.
- Troubleshot OS issues (Windows/macOS), productivity suites (Office 365, Google Workspace), and basic hardware.
- Managed password resets, multi-factor authentication setups, and folder/file permissions to enhance user access and security.
- Created and updated knowledge base articles for common fixes, enabling users to resolve issues independently.
- Configured workstations for new hires and decommissioned equipment for departing employees to ensure smooth transitions.
- Managed hardware configurations via command line interfaces to optimize traffic flow and network stability.
- Implemented security protocols to safeguard corporate network from external threats and internal data leaks.
Education
Master of Computer Applications - Computer And Information Sciences
Pune University
Nashik05-2011
Bachelor of Science - Computer And Information Sciences
Pune University
Nashik04-2006
Skills
- Incident management
- Technical support
- Access management
- Network troubleshooting
- Complex troubleshooting
- Root cause analysis
- Service level agreements
- Data analysis
- Client relationship management
- Effective communication
Timeline
Service Desk Analyst
Wipro Technologies
04.2025 - Current
Business Analyst
ADP
02.2023 - 11.2024
Service Desk Analyst
VHS Consulting Pvt Ltd
02.2022 - 02.2023
Service Desk Analyst
Cyberedge Web Solutions
02.2011 - 02.2021
Master of Computer Applications - Computer And Information Sciences
Pune University
Bachelor of Science - Computer And Information Sciences
Pune University