Shivam Pandey
Noida
Summary
My goal is to secure a position in a growth-oriented company where I can apply my strong organizational and technical skills to contribute to the company's success. I also seek an opportunity that will allow me to further develop my abilities while supporting the organization's objectives.
Overview
1
1
Certification
2027
2027
years of professional experience
Work History
Deskside Tech Lead
Stefanini Group
Noida
05.2026 - Current
- Resolved Stefanini service desk tickets for hardware, software, and network problems.
- Troubleshot Windows workstation errors, login problems, and printer issues.
- Executed software updates and security patches on employee devices to enhance system security and performance.
- Provided remote user support through ticketing systems and clear customer communication.
- Collaborated on disaster recovery plans for critical IT infrastructure to ensure business continuity during outages.
- Installed new components or replaced defective parts to restore functionality.
- Adjusted, connected, or disconnected wiring, piping and tubing to complete repairs and installations.
- Coordinated schedules for equipment repair and maintenance tasks with co-workers and supervisors to optimize project timelines.
- Followed safety practices to safeguard against injury and damage to property.
- Tested and calibrated instruments to ensure accuracy and reliability of data.
- Estimated cost of labor and materials for projects and communicated value to clients.
- Relayed important safety guidelines to clients to achieve thorough understanding of new equipment.
- Communicated with distributors to acquire necessary equipment for projects.
- Completed scheduled appointments on time to drive quality service.
- Used register system to ring up customer purchases, process payments, and issue receipts.
Deskside Tech II
Stefanini Group
04.2025 - 04.2026
- Managed projects for Stefanini's in-house IT department and clients including DHS, Fossil, PPD, and Infineum.
- Hands-on experience with ServiceNow and other ITSM tools; promptly addressing escalations via Skype, Teams, email, and phone.
- Managing asset stock inventory, assigning assets to users, and updating records in the asset database.
- Managed complex escalations to ensure timely resolutions. and ensuring timely resolution.
- Preplanning asset projections for network devices, laptops, desktops, and servers based on company hiring forecasts.
- Coordinated with Finance team on asset renewals, database updates, and disposal of obsolete items to maintain accurate inventory.
- Oversaw ticket escalations according to established procedures. following the escalation matrix procedures.
- Maintained project-wise application license details and initiated procurement processes with vendors to ensure compliance and availability.
- Handling project-specific application installations, configuration, and troubleshooting.
- Creating VMs on the Proxmox server, installing operating systems (server and Windows), and providing access to end users.
- Active Directory (AD): Utilized for managing network resources, user permissions, and access controls.
- Proxmox Virtual Environment (Proxmox VE): An open-source server virtualization platform primarily used for managing virtual machines (VMs) and containers.
- Microsoft Office 365: A suite of productivity tools including Outlook, Word, Excel, Teams, and more.
- Zscaler: A cloud-based security platform used for secure internet access and threat protection.
- Sophos: An endpoint security solution used for antivirus protection, firewall, and network security management.
Deskside Tech II
Stefanini Group
04.2025 - 04.2026
- Resolved desktop and laptop issues using Stefanini Group service desk procedures.
- Supported Windows installations, updates, and basic software troubleshooting for end users.
- Logged incidents and requests in ticketing systems following Stefanini Group standards.
- Managed payroll records for employees, ensuring accuracy and compliance with regulations.
Desktop Support Engineer
Britannia Industries
03.2023 - 03.2025
- Hands-on experience with ServiceNow and other ITSM tools; addressing escalations promptly via Skype, Teams, email, and phone.
- Troubleshot complex end-user PC issues, including OS, configurations, and application diagnostics, resulting in timely resolutions.
- Troubleshooting Outlook 2016 and Office 365 issues, including OST to PST conversions and Outlook profile recreation.
- Managing ticket escalations according to escalation matrix procedures.
- Monitoring and maintaining cloud OEM printers; handling OS installations (Windows and Linux) and troubleshooting software package-related issues.
- Managed asset inventory, assigned assets to users, and updated records in asset database to ensure accurate tracking.
- Preplanning asset projections for network devices, laptops, desktops, and servers based on company hiring forecasts.
- Assigning static IP addresses to servers, hosts, and printers; basic router configuration and managing user accounts with appropriate file-sharing and security permissions.
- Installed, configured, and maintained network infrastructure, including peripherals and cabling, to support operational needs.
- Ensuring the availability of all components necessary for successful communication across the network.
- Performing regular backups of network systems, hardware, software, and data according to company policies.
- Analyzing and identifying the need for hardware repairs or replacements.
- Installing and updating Trend Micro antivirus, hardware drivers, service packs, and OS updates.
- Managing LAN/WAN networks and Virtual Private Networks (VPNs), including installation and configuration.
- Maintaining application license details project-wise and initiating the procurement process with vendors.
- Handling project-specific application installations, configuration, and troubleshooting.
- Utilized various tools and technologies at Britannia Industries to enhance IT operations.
- ServiceNow: For monitoring and managing IT support tickets.
- ManageEngine Endpoint Central: For managing user accounts, assets, and endpoint devices.
- Active Directory (AD): For managing network resources, user permissions, and access controls.
- Google Admin Console: For managing Google Workspace services.
- Microsoft Office 365, Outlook 2016, Trend Micro, SCCM, and other enterprise tools.
Desktop Support Engineer
Britannia Industries
03.2023 - 03.2025
- Supported Britannia Industries users with Windows laptop and desktop troubleshooting.
- Resolved printer, scanner, and peripheral issues across Britannia office locations.
- Managed user access requests in Active Directory and Microsoft Office.
- Provided technical support to clients at Fidelis Technology Services Pvt. Ltd.
Desktop Support Engineer
S.S Technical
Prayagraj
08.2021 - 08.2022
Desktop Support Engineer
SS Technical
- Troubleshot complex end-user PC problems, conducting in-depth examination of PC, OS, configurations, and application software.
- Troubleshot Outlook 2016 and O365, converted OST files to PST for data recovery, and recreated Outlook profiles.
- Managed asset inventory, assigned assets to users, and updated records in database.
Education
B.Sc. -
Allahabad State University
01-2022
Advance Diploma - Computer Hardware & Networking
Textron Technologies Pvt Ltd.
01-2021
Intermediate -
UP Board
01-2019
High School -
UP Board
01-2017
Skills
- Troubleshooting hardware and software issues on desktops, laptops, and other peripherals
- Windows OS support
- End-user support
- User support management
- Microsoft 365 administration
- Active Directory
- ServiceNow ticketing
- ITSM practices
- Incident management
- Service Level, Availability, Capacity, Financial, and IT Service Continuity Management
- ITIL service delivery
- Service management operations
- Skilled in ManageEngine Endpoint Central for automating patch management, OS deployment, and software distribution
- Asset lifecycle management
- WAN/LAN inventory management
- Network infrastructure maintenance
- Installing and configuring operating systems, applications, and updates
- Monitoring and maintaining cloud-based OEM printers
- User account management
- Project documentation
- Vendor coordination
- Diagnostic testing
- Problem solving
- Technology proficiency
- Operation Monitoring
- Continuous learning
- Team collaboration
- Employee mentoring
- IT tools proficiency
- Technology proficiency
- Operation Monitoring
Personal Information
- Date of Birth: 2002-08-17
- Nationality: Indian
- Marital Status: Unmarried
Languages
Languages Known: English & Hindi
DECLARATIONS:
I hereby declare that the information furnished above is true to the best of my knowledge and belief. (Shivam Pandey)
PERSONAL DETAILS:
- First Name: Shivam
- Last Name: Pandey
Certification
- Office 365
- Azure
- Microsoft Intune
- MDM
Timeline
Deskside Tech Lead
Stefanini Group
05.2026 - Current
Deskside Tech II
Stefanini Group
04.2025 - 04.2026
Deskside Tech II
Stefanini Group
04.2025 - 04.2026
Desktop Support Engineer
Britannia Industries
03.2023 - 03.2025
Desktop Support Engineer
Britannia Industries
03.2023 - 03.2025
Desktop Support Engineer
S.S Technical
08.2021 - 08.2022
Desktop Support Engineer
SS Technical
B.Sc. -
Allahabad State University
Advance Diploma - Computer Hardware & Networking
Textron Technologies Pvt Ltd.
Intermediate -
UP Board
High School -
UP Board