Sohel N Shaikh
Pune
Summary
IT support professional with expertise in internal IT support, ServiceNow incident management, and compliance adherence. Proven track record in diagnosing and resolving technical issues to enhance operational efficiency.
Overview
2
2
years of professional experience
Work History
Senior technical process associate
Infosys pune pvt. ltd
pune
07.2025 - Current
- Provided internal IT support to employees and contractors for access, application, network, and hardware-related issues.
- Resolved identity and access issues, including password resets, account unlocks, and access restoration, in compliance with security policies.
- Troubleshot Microsoft Outlook, Teams, VPN, and Wi-Fi connectivity issues to ensure uninterrupted business operations.
- Logged, tracked, and managed incidents and service requests using ServiceNow, ensuring accurate documentation and correct routing.
- Supported SAP systems (R3P / S4P) for password resets .
- Diagnosed and resolved hardware issues involving laptops, desktops, iPads, and printers; escalated to relevant teams when required.
- Responded to and assisted in major incident management, coordinating with cross-functional teams to minimize downtime and business impact.
- Maintained service quality KPIs, fast response times, and audit scores above 95%.
- Contributed to team knowledge sharing by conducting mock calls, call listening sessions, process training, and fun activities.
Technical Analyst
Eclerx pvt. ltd.
pune
12.2023 - 06.2025
- Acted as an acting SME, supporting new joiners with process knowledge, tools, and troubleshooting workflows, helping them meet performance targets and quality benchmarks.
- Provided Tier 1 backend technical support for Xfinity (Comcast) internal teams and field technicians.
- Performed initial troubleshooting for Wi-Fi, broadband internet, cable TV, landline (VoIP), mobile network, and security camera services.
- Used virtual diagnostic and monitoring tools to identify connectivity, provisioning, and device-related issues.
- Conducted first-level analysis of network outages, signal issues, slow speeds, and service interruptions.
- Created, updated, and managed incident and service tickets with accurate technical notes.
- Followed standard operating procedures (SOPs) to resolve issues or route them appropriately.
- Escalated unresolved or complex issues to Tier 2 and engineering teams with proper documentation.
- Ensured compliance with SLAs, quality metrics, and internal process guidelines.
- Supported field technicians by validating service status and providing basic configuration guidance.
- Maintained detailed logs for tracking issues, resolutions, and repeat incidents.
Education
Bsc ( Computer Science ) - Computer Science
Pratibha College of Commerce And Computer Studies
Pune 04-2023
Skills
- Internal IT Support & Service Assistance
- ServiceNow Incident & Major Incident Management
- Microsoft Outlook Troubleshooting
- Active Directory & Access Management
- Problem Resolution & Technical Documentation
- Compliance Adherence & Team Collaboration
Languages
English
Advanced (C1)
C1
Hindi
Native
Native
Marathi
Proficient (C2)
C2
Timeline
Senior technical process associate
Infosys pune pvt. ltd
07.2025 - Current
Technical Analyst
Eclerx pvt. ltd.
12.2023 - 06.2025
Bsc ( Computer Science ) - Computer Science
Pratibha College of Commerce And Computer Studies