Shubham Katare
NAGPUR
Summary
With 5+ years of ITSD expertise. Adept at team management, client support, and complex issue resolution. Skilled in high-priority escalations (P1, P2), ensuring optimal service delivery through efficient ticket routing and issue resolution. Proficient in leadership, teamwork, process management and technical expertise with a strong focus on problem-solving. Extending support to agents, manage scheduling for phone coverage, and maintain high standards in SLA adherence. Well-versed in Active Directory, ServiceNow, Office 365 products, and VPN support, with audits to streamline ticket processes.
Overview
5
5
years of professional experience
Work History
Service Desk Specialist
HCL Technologies
Nagpur
03.2024 - Current
- Extend support to agents, ensuring high-quality service delivery.
- Manage scheduling for accurate phone coverage and prioritize calls and tickets effectively.
- Maintain high standards in SLA adherence, incident resolution, and operational metrics reporting.
- Conduct team huddles, manage rosters for optimal team performance.
- Handle VIP calls, escalate issues as needed, and ensure prompt resolution.
- Effectively manage P1, P2 coordinate with IM team for Priority tickets and ensure to communicate the progress to user.
- Expertise in Active Directory, user account management.
- Collaborate cross-functionally to pinpoint root causes of issues, deliver reports via ServiceNow,
- Process wise audits to streamline ticket processes, while daily team huddles ensure alignment and updates.
Technical Process Specialist
Infosys BPM
Pune
08.2022 - 02.2024
- Providing assistance, training and troubleshooting support to agents.
- Scheduling work to ensure accurate phone coverage, monitor priority of call, tickets and shifts. Escalate calls to assure resolution of problems.
- Handling Client calls
- Team Management
- Finding root cause of issue by connecting with user, N level team and client.
- Sending daily reports to Client through ServiceNow.
- Handling P1, P2 and Escalations.
- Process wise auditing tickets of the agent.
- Conducting team huddle every day to keep team updated.
- Roster Management.
Technical Support Associate
Tech Mahindra Ltd.
Pune
08.2019 - 07.2022
- Primary responsibilities to support internal users for troubleshooting IT related issue & resolve complex network issues.
- Handled and worked on P1 and P2 tickets, routing tickets to the concerned teams and keeping them informed over an email chain
- Key support: VPN Issues, Office 365 issues & thorough application support
- Well versed with the applications like Active Directory, Service Now, Office365 products, Cisco AnyConnect, Checkpoint VPN, Bit-locker, Network drives, MFA.
- Also worked for W&T team on escalations on timely manner, while maintaining the daily target and handled all P4 tickets.
Education
Diploma In Information Technology -
Nagpur Polytechnic, Nagpur
03-2017
Skills
- Effective Teamwork
- Service Desk Operations
- Process Management
- Problem solving
- Technical expertise
- Adaptability
Timeline
Service Desk Specialist
HCL Technologies
03.2024 - Current
Technical Process Specialist
Infosys BPM
08.2022 - 02.2024
Technical Support Associate
Tech Mahindra Ltd.
08.2019 - 07.2022
Diploma In Information Technology -
Nagpur Polytechnic, Nagpur
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