Shoaib Chougle
End User Computing Engineer
Pune
Summary
Ability to work well with a team in a fast paced, constantly changed environment and follow instructions from supervisors and senior colleagues. Able to understand the problem that customer is describing and know when to ask questions to clarify the situation. Identify both simple and complex computer problems, analyze them, and provide a proper solution.
Overview
26
26
years of professional experience
Work History
End User Support Engineer
HopeGood Infotech Services & Collaboration Private Limited
Pune
11.2021 - Current
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Exceeded goals through effective task prioritization and great work ethic.
- Onboarded new temps by entering employee information into systems.
- Resolved problems, improved operations and provided exceptional service.
- Worked with customers to understand needs and provide excellent service.
- Managed Servers for the company
- Setting up of the VDI for the client
- Monitoring & Managing the VDI
- Support for Desktop, Laptop & Applications to the client as well as internally whenever required
- Implemented ITSM tool, Knowledge base & monitoring tools
- Monitored the Servers & security
- Interviewed the new joiners & trained
- Chatbot Training
Senior Technical Support Engineer
Mphasis LTD
Pune
06.2010 - 11.2021
- Was part of Five project transition with,
- Intermediate Distribution Frame (IDF) Closet clean-up
- Cabling Structure for the IDF/MDF Closets
- Currently working Subject Matter Expert for Knowledge Manager
- Manage Mphasis Knowledge Base for various clients
- Worked, & Windows 10
- Worked as Senior technical for router support
- Familiar with various Banking tools and application for their troubleshooting
- Worked on Service Now Tool
- Performed root cause analysis of reported issues to enact corrections.
- Designed tailored engineering solutions for customers based upon key requirements.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Knowledge Manager & Project Analyst
Mphasis Ltd
Pune
06.2010 - 11.2021
- Cleanup activity for the Intermediate Distribution Frame (IDF)
- Managing Knowledge Base Servers for VWG/Bentley, BNPP Paribas & Alight Solutions
- Created and maintained users and/or permission and directory structures
- Automation utilities mapping with the Knowledge Base for windows
- Managing CSAT Reports and EUC Feedback (IT Walk-in)
- Creating new articles and get it uploaded on Knowledge Base
- Reviewing and approving the articles
- Updating current articles and keep them updated
- Project Transition and Transformation, (Remote Desktop Management)
- Troubleshooting system and diagnosing software faults via remote connection or Phone Support
- Attend the issues for support tickets
- Support for Windows operating system
- Support for email clients that is Outlook and Lotus notes
- Troubleshoot Wireless and LAN Connectivity issues
- Installation & Troubleshooting Network /Local Printers
- Repair SCCM on the user machines
- Troubleshoot various java based application supported by American Express
- Created users, security groups and email distribution lists in Microsoft Office 365
- Installed Office 365 software on end user PCs
- Security groups addition and passwords reset through Active directory
- Additional Responsibility
- Provide Support to the team
- Take escalation calls and work on tickets
- Trained 3 New batches for the RDM process training
- Done migration of Nordic support for BPOS products and SCCM Health Client script
- Take Crew briefing for updates
- Create Knowledge Base Article and upload them on EKMS (knowledge base for Mphasis)
- Attend Client calls / Calibration Calls / Internal reviews
- Share updates with the Team
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Developed team communications and information for meetings.
- Created plans and communicated deadlines to complete projects on time.
Desktop support
Ventura Pvt Ltd
06.2009 - 10.2009
- Setup, install, and personalize settings for callers/user’s computer, operating system, software, Internet, and email
- Diagnose and repair software applications, drivers, and other programs
- Remove of viruses & spyware
- Troubleshoot Windows operating system errors
- Resolve issues with callers/users’ desktop or laptop and recommend solutions for hardware concerns
- Setup and configure peripherals such as printer, scanner, and other multifunction devices
- Repair and troubleshoot Internet browsing issues and related errors
Vcustomer Pvt Ltd
08.2008 - 09.2009
- Linksys
- Deliver service and support to end-users with the Linksys product via remote connection, over the Internet or Phone Support
- Setup & installation of your Linksys router hub, gateways & extenders
- Diagnose and resolve technical hardware and software issues involving internet connectivity
- Sell services on Out of warranty product
- Setup & installation of Linksys Supported Firmware upgrades on routers
- Troubleshoot Wireless and LAN Connectivity issues
- Solved client’s IT issues – Determined changes, recommended quality software, projected modifications of software, hardware and networking
Education
S.S.C -
H.S.C - undefined
B.A. - undefined
Skills
COMPUTER SKILLSStrong technical understanding of the various hardware, software and networking systemsHave basic knowledge of MS Excel, PowerPoint and MS OfficeCERTIFICATIONCompleted with UI-Path Certification
- Remote Diagnostics
- Technical fault tracking
- Process improvement
- Root cause analysis
- Desktop support
- Application support
- Technical documents comprehension
Timeline
End User Support Engineer
HopeGood Infotech Services & Collaboration Private Limited
11.2021 - Current
Knowledge Manager & Project Analyst
Mphasis Ltd
06.2010 - 11.2021
Senior Technical Support Engineer
Mphasis LTD
06.2010 - 11.2021
Desktop support
Ventura Pvt Ltd
06.2009 - 10.2009
Vcustomer Pvt Ltd
08.2008 - 09.2009