Shrimukh Pattar
Belagavi
Summary
IT professional with extensive experience at Microland Ltd., specializing in IT service management and customer support. Expertise includes building relationships, facilitating communication, and ensuring compliance with organizational policies and regulations.
Overview
8
8
years of professional experience
Work History
Senior Administrator
Microland Ltd.
Pune
05.2022 - Current
- Attending to customer queries through phone calls, emails, and Teams, taking remote sessions through the Quick Assist remote tool, managing end-to-end IT Service Desk support using the SNOW ticketing tool, and responsible for creating new tickets for technical teams based on user narratives.
- Managing long-pending incidents, following up, and applying the 3X Strike Rule policy.
- Installation of pre-approved applications, basic network troubleshooting from the end device, and troubleshooting of the applications that are being pushed through SCCM.
- Checking the VPN issue for the end user, such as adding or removing them from the VPN group.
- Adding users to the AD Security Group using the Azure Portal, as well as the AD console. User account unlock/reset password, adding members to DL, and shared mailbox.
- Granting permission to the shared folder, Outlook configuration, and troubleshooting.
- Report generation of all incidents on a weekly basis from the ServiceNow ticketing tool, prepared daily, weekly, and quarterly reports, responsible for daily and weekly ticket review meetings with the team, and resolved customer inquiries with prompt service.
- Responsible for overseeing all activities regarding the opening of new employee accounts.
- Handling escalation and documenting entire procedures.
- Configuring, troubleshooting, and resolving the issues related to network printer connectivity, mail clients like Outlook, firewall, VPN connectivity, internet connectivity, file backups, etc.
Technical Support Engineer
Cybace Solutions Pvt. Ltd.
Bengaluru
03.2019 - 03.2022
- Assisted users with password resets and account lockout resolutions.
- Configured, maintained, and monitored computer systems for optimal performance.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Created user accounts in Active Directory while maintaining proper security protocols.
- Monitored ticketing system queues for incoming requests from customers.
- Provided remote assistance to end-users when needed.
- Replied to customer queries via email, messaging systems and support ticket platforms.
Quality Engineer
Accurate Industries
Pune
10.2017 - 12.2018
- Installation, Configuration, and Administration of Windows 10 Desktop, Laptop, and Printer.
- Troubleshooting, diagnosing, and resolving the issues for the Symantec Antivirus products.
- Providing hardware and software support for desktops and laptops.
Education
Bachelor of Engineering - Mechanical Engineering
Alva's Institute of Engineering And Technology
Moodabidri, Karnataka06-2017
Diploma - Diploma in Tool And Die Making
Govt. Tool Room And Training Centre
Belagavi, Karnataka06-2014
Secondary School - State Board Education
Composite Sports Residential School Chandaragi
Chandaragi, Karnataka05-2010
Skills
- IT service management
- Active Directory administration
- Application installation and configuration
- VPN setup
- Customer support
- Remote assistance and troubleshooting
- Incident resolution
Languages
Kannada
First Language
English
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Marathi
Intermediate (B1)
B1
Timeline
Senior Administrator
Microland Ltd.
05.2022 - Current
Technical Support Engineer
Cybace Solutions Pvt. Ltd.
03.2019 - 03.2022
Quality Engineer
Accurate Industries
10.2017 - 12.2018
Bachelor of Engineering - Mechanical Engineering
Alva's Institute of Engineering And Technology
Diploma - Diploma in Tool And Die Making
Govt. Tool Room And Training Centre
Secondary School - State Board Education
Composite Sports Residential School Chandaragi
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