Shashikant Pal
Mumbai
Summary
A highly skilled and customer-focused Desktop Support Engineer with expertise in troubleshooting and resolving hardware, software, and network issues. Proficient in managing operating systems (Windows, macOS, Linux), VPN solutions (F5, Pulse Secure), antivirus software (SentinelOne, Trellix, McAfee), and drive encryption tools (Trellix). Experienced in Active Directory management at the L2 level, patch management with ClearPass, and supporting remote tools like BMC, WebEx, Teams, and Skype. Strong in IT asset management, ensuring accurate inventory tracking. Known for excellent communication, problem-solving abilities, and a commitment to maintaining system security, performance, and user satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer
Futurz Staffing Solution Pvt Ltd (NPCI)
Mumbai
03.2022 - Current
- Managed Active Directory user accounts, groups, and permissions, enhancing system security.
- Installed, configured and maintained computer hardware, software and peripherals.
- Implemented antivirus and malware protection tools, decreasing security incidents.
- Evaluated software or hardware to recommend improvements or upgrades.
- Provided technical assistance to users in person, via phone or email.
- Monitored system performance and conducted preventive maintenance tasks regularly.
- Ensured compliance with corporate policies related to data security standards.
- Installed, configured, and maintained desktop operating systems, applications, and hardware for users.
- Troubleshot network connectivity issues for both wired and wireless connections.
- Performed hardware upgrades, including RAM, SSDs, and graphics cards, to improve system performance.
- Assisted in the deployment of new applications and systems, ensuring seamless integration.
- Participated in IT projects related to desktop support services.
- Managed inventory of IT assets, including procurement and disposal, ensuring compliance with company policies.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Managed backup operations using Symantec Backup Exec or other similar tools.
- Installed and configured computer systems, printers, and other peripherals.
- Interacted with vendors regarding purchase orders, invoice payments.
- Troubleshot and resolved hardware, software, and network issues, reducing downtime.
- Utilized ticketing systems to track and prioritize support requests, improving response times and resolution rates.
- Diagnosed and resolved hardware and software issues efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
Desktop Support Engineer
Thunga Hospital
Mumbai
01.2021 - 09.2025
- Installed, configured and maintained computer hardware, software and peripherals.
- Resolved printer problems remotely or onsite as needed by users.
- Installed, configured, and maintained desktop operating systems, applications, and hardware for users.
- Managed inventory of IT assets, including procurement and disposal, ensuring compliance with company policies.
- Interacted with vendors regarding purchase orders, invoice payments.
- Assisted in the setup of new workstations with appropriate operating systems, software applications and peripheral devices.
- Utilized ticketing systems to track and prioritize support requests, improving response times and resolution rates.
- Resolved printer, scanner, and other peripheral device issues, maintaining operational efficiency.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Maintained inventory of all equipment, software licenses and warranties.
- Configured user accounts, permissions and passwords according to company policies.
- Provided remote desktop support using tools like TeamViewer and Remote Desktop, increasing issue resolution speed.
Desktop Support Engineer
Kalpa - Taru
Mumbai
10.2021 - 03.2022
- Installed, configured, and maintained desktop operating systems, applications, and hardware for users.
- Resolved printer problems remotely or onsite as needed by users.
- Troubleshot network connectivity issues for both wired and wireless connections.
- Performed hardware upgrades, including RAM, SSDs, and graphics cards, to improve system performance.
- Assisted in the deployment of new applications and systems, ensuring seamless integration.
- Monitored system performance and implemented optimizations, leading to an improvement in user satisfaction.
- Provided training to end-users on basic usage of computer applications.
- Managed backup operations using Symantec Backup Exec or other similar tools.
- Interacted with vendors regarding purchase orders, invoice payments.
- Installed and configured computer systems, printers, and other peripherals.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Maintained inventory of all equipment, software licenses and warranties.
- Updated and patched systems regularly, maintaining compliance with IT security standards.
- Participated in IT projects, contributing to the successful rollout of technology initiatives.
- Identified needs of customers promptly and efficiently.
Education
Bachelor of Science - Information Technology
DTSS
Mumbai04-2018
Skills
- 1 Active Directory Management (L2 Level) – Administer and support Active Directory, including user account management, group policies, and permissions at the Level 2 support tier
- 2 VPN Support – Provide support for VPN solutions such as F5 and Pulse Secure, ensuring secure remote connectivity for users
- 3 Antivirus Solutions Support – Offer support for endpoint protection tools, including SentinelOne, Trellix, and McAfee, ensuring systems remain secure and free from threats
- 4 Drive Encryption Support – Manage and support drive encryption technologies, including Trellix, to ensure data security and compliance across endpoints
- 5 Data Loss Prevention (DLP) Support – Assist in the deployment and maintenance of DLP solutions, ensuring the protection of sensitive data from unauthorized access and leakage
- 6 Remote Support Tools Administration – Provide support for remote desktop tools such as BMC, WebEx, Teams, and Skype to facilitate efficient troubleshooting and communication
- 7 IT and Infrastructure Asset Management – Oversee the management of IT assets and infrastructure inventory, ensuring accurate tracking and reporting
- 8 Patch Management with ClearPass – Support the use of ClearPass to manage and deploy patches across computer systems to ensure systems are up-to-date and secure
- 9 Responsible for managing the Microsoft 365 Admin Center, including assigning user licenses for Office products and implementing necessary restrictions
- 10 Overseeing the management of MFA applications, including Microsoft Authenticator, Google Authenticator, and the Company Portal
Languages
Hindi
First Language
English
Advanced (C1)
C1
Affiliations
"I participated in 'Shape the Society' by NPCI in 2024, where I addressed people, especially women, about UPI, BHIM, RuPay, and AEPS."
Accomplishments
1. Achieved Aruba Certified Mobility Associate (ACMA) certification, gaining expertise in network and device management for seamless integration and support of Aruba’s networking devices. Applied knowledge to successfully manage and optimize network device performance for over 500+ endpoints, enhancing wireless connectivity and reducing device-related issues by 35%.
2.Earned certification from the National Payments Corporation of India (NPCI) for contributions to the development and promotion of BHIM and UPI platforms.
Certification
"Certified in Java and Python for basic training by Thakur College."
Timeline
Desktop Support Engineer
Futurz Staffing Solution Pvt Ltd (NPCI)
03.2022 - Current
Desktop Support Engineer
Kalpa - Taru
10.2021 - 03.2022
Desktop Support Engineer
Thunga Hospital
01.2021 - 09.2025
Bachelor of Science - Information Technology
DTSS
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