Summary
Overview
Work History
Education
Skills
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Certification
Timeline
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SHIVALI DESHMUKH

Pune

Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Lead Associate

FIS Global Solutions
03.2021 - 11.2021
  • Lead a team of 4-5 engineers for the operations team(24x7) and supervise cases.
  • Provided technical support regarding network infrastructure, internal desktops and clients, servers, and software.
  • Ensuring proper and in order escalations based on criticality and impact of the incident.
  • Monitor,recognize,analyze the cases and follow documented tools and techniques for investigation.
  • Responsible for internal and external communication through the various teams,support groups and managerial levels for major incident breakouts for smooth resolution with documented procedures.
  • Administer identity and security access globally for human and functional accounts across multiple systems and applications. This includes on-boarding/off-boarding, incident/problem management associated with access entitlements and terminations as well as Emergency & Privileged Access management.
  • Performed account management that includes adding and deleting users, creating new user accounts, and modifying accounts.
  • Followed documented support procedures managing issues to resolution or turnover service levels.
  • Experience in providing end-user LAN/WAN support for Windows XP/Vista/7, and MS Office 2003/2007/2010/2013.
  • Experience insupporting Windows 2003/2008/2008R2 and troubleshooting MS Exchange and supporting Citrix.
  • Trained junior members of IT team regarding work instructions, policies and service level agreements. Created monthly metrics reports for management.
  • Performing software installations and upgrades.
  • Working on Domain Migration.
  • Also performing repairs, backups and other maintenance tasks.
  • Coordinated weekly meetings for internal and external groups.
  • Worked on ServiceNow as a ticketing tool.

Technical Support Engineer-SD

Mphasis
10.2018 - 11.2020
  • Diagnosed, troubleshot, and resolved problems with Microsoft Office 2000, Windows 2000 and NT, Internet Explorer, cellular phones and remote communications.
  • Navigated and escalated customer conflicts with empathy and efficiency, maintaining a 95% satisfaction rating, and promptly routed 30+ complex grievances to specialized departments, resulting in faster resolutions.
  • User access management for the entire Bank of the West and new users.
  • Installed, configured and maintained computer systems and network connections.
  • Researched and identified solutions to technical problems.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Created user accounts and assigned permissions.
  • Integral member of the Routing & Escalation Team, handling escalations and redirecting the users to the best resolutions.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Performed root cause analysis of reported issues to enact corrections.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Delivered Tier-3 support and SME input to internal and external customers.

Education

Engineering -

JSPM

High School Diploma -

Symbiosis Secondary School

Skills

  • ServiceNow
  • Identity & Access Management(IAM)
  • MS Office
  • TCP/IP,LAN Technologies
  • Cisco IOS/operating systems
  • Technical Documentation
  • Requirement Gathering
  • Tableau
  • Power BI
  • Agile Methodologies
  • Project Management Black Belt

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Certification


  • Project Management Black Belt certified from The Knowledge Academy.
  • Scrum Master certified from The Knowledge Academy.
  • SAP Basis certified from Henry Harvin education.


Timeline

Lead Associate

FIS Global Solutions
03.2021 - 11.2021

Technical Support Engineer-SD

Mphasis
10.2018 - 11.2020

High School Diploma -

Symbiosis Secondary School

Engineering -

JSPM

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