Shreyas Pattar
Bengaluru
Summary
Versatile professional with over one and a half years of experience as a technical support engineer, specializing in desktop and application support. Achieved a 98% first call closure rate and mentored new hires, showcasing strong problem-solving skills and the ability to simplify complex technical concepts. Expertise in system troubleshooting, hardware setup, software installations, and user training. Delivered exceptional application support, conducted root cause analysis, and collaborated with development teams to enhance application stability. A passion for innovation and a commitment to operational efficiency have significantly contributed to improved system performance and user satisfaction. Proficient in creating and maintaining technical documentation and utilizing tools like ServiceNow.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer
Inevolution
Bengaluru
08.2024 - Current
- Managed and prioritized incidents and service requests, ensuring timely resolution and minimal disruption to users.
- Conducted thorough root cause analysis to identify and address the underlying causes of recurring issues, preventing future occurrences.
- Managed application configurations, ensuring they were up-to-date and well-documented to facilitate smooth operations and troubleshooting.
- Diagnosed and resolved technical issues efficiently, minimizing downtime and ensuring smooth operation of IT systems.
- Created and maintained comprehensive technical documentation for applications and support processes, facilitating knowledge sharing and efficient troubleshooting.
- Developed and implemented automation scripts to streamline support processes, reducing manual effort and increasing efficiency.
- Utilized ticketing systems to track and prioritize support requests, improving response times and resolution rates.
- Collected, analyzed and reported on data for use in operational planning.
Associate Technical Analyst
Computacenter
Bengaluru
01.2023 - 05.2024
- Supported international client British Telecom delivering remote IT support worldwide, underscoring my versatility in managing diverse IT environments and user requirements.
- Raised first call closure metrics to 98% by using advanced troubleshooting techniques
- Maintained a high level of service quality by monitoring and evaluating key performance indicators, taking proactive measures to meet and exceed service desk goals, objectives, and service level agreements.
- Played a pivotal role in creating and updating existing knowledge base (KB), enhancing team efficiency and knowledge sharing.
- Got an opportunity to mentor new hires, fostering their growth within the organization.
- Developed Average Handling Time (AHT) reports and maintained Key Performance Indicators(KPI's) reports to improve operational efficiency.
- Utilized the ServiceNow ticketing tool to document issues and maintain customer records. Maintained system documentation and updated tickets for the further escalations.
- Demonstrated proactive problem-solving skills by identifying opportunities for process improvement, implementing solutions to enhance service quality and contributing to Team's operation.
Education
Bachelor of Computer Applications, India - Computer And Information Systems
Acharya Institute of Management Sciences
Bengaluru09.2022
Skills
- Application installations
- End-user support
- Incident Management
- System Administration
- Technical support expertise
- Windows Operating System
- Issue Resolution
- Mac OS Operating System
- Asset Management
- Mobile Device Management
- Troubleshooting and diagnostics
- Customer Service
Certification
IT Support Google Professional Certificate
MAC OS for System Administrators
Language Skills
English, Hindi and Kannada
Hobbies
- Producing songs
- Badminton
- Photography
- Solo Travels
Timeline
Desktop Support Engineer
Inevolution
08.2024 - Current
Associate Technical Analyst
Computacenter
01.2023 - 05.2024
Bachelor of Computer Applications, India - Computer And Information Systems
Acharya Institute of Management Sciences
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