Shripad Shet

LTIMindtree

2021.03 - Current

Diagnosed and resolved technical issues for clients promptly, ensuring minimal downtime, resulting in a 30% reduction in average resolution time
Identified problems and implemented effective solutions for quick remediation, improving response time by 40%
Developed and maintained comprehensive documentation of common issues and solutions to enhance the knowledge base, reducing repeated incidents by 20%
Analyzed system logs and performance metrics to proactively identify and mitigate potential issues, increasing system reliability by 15%
Performed root cause analysis for recurring problems to prevent future occurrences, reducing recurring incidents by 35%
Coordinated with vendors and suppliers to resolve hardware and software issues efficiently, cutting down resolution time by 25%
Collaborated with development teams to report bugs and suggest improvements based on customer feedback, enhancing software quality by 30%
Led workshops and webinars to share best practices and introduce new technologies to the support team, increasing team efficiency by 25%
Managed problem identification and prevention to address both reactive and proactive issues, reducing overall incidents by 20%
Worked with other IT teams to improve support response time and enhance end-user satisfaction, boosting customer satisfaction scores by 15%
Troubleshot incidents reported by end-users, escalated when necessary, and ensured permanent solutions were implemented, increasing first-call resolution rate by 30%.

Summary