Summary
Overview
Work History
Education
Skills
Languages
Certification
Work Preference
Timeline
Hi, I’m

Subhash Pal

Mumbai

Summary

Detail-oriented Technical Support Specialist with expertise in infrastructure management. Streamlined workflows and enforced IT security protocols, significantly enhancing operational efficiency and customer satisfaction. Strong leader in strategic planning and team management, driving organizational success through effective communication and problem-solving.

Overview

7
years of professional experience
10
Certifications

Work History

Fidelis Technology Solution Pvt Ltd
Mumbai

End User Support
08.2024 - Current

Job overview

  • Performance Tracking: Monitor critical KPIs including ticket resolution time (reduced by 90%), system uptime, and customer satisfaction.Infrastructure & Security: Enforce strict IT security protocols and regulatory compliance; implemented an asset management system that boosted efficiency by 88%.Oversaw support operations for customer inquiries and technical issues, ensuring prompt responses.
  • Performance Tracking: Monitor critical KPIs including ticket resolution time (reduced by 90%), system uptime, and customer satisfaction.
  • Analyzed customer feedback data trends to pinpoint areas for service improvement.
  • Operations Management: Streamlined support workflows and conducted weekly reviews to align technical goals with business objectives.
  • Team Leadership: Direct five specialized engineering teams (Helpdesk, MacOS, Asset, Floor, and VIP Support) serving 5,000+ enterprise users.
  • Developed training materials to enhance staff knowledge and service delivery skills.
  • Infrastructure & Security: Enforce strict IT security protocols and regulatory compliance; implemented an asset management system that boosted efficiency by 88%.
  • Backup & DR: Manage the Parablu Data Backup Portal, ensuring seamless and secure recovery operations across all end-user systems.
  • Developed and updated support procedure documentation, enhancing team knowledge and consistency in service delivery.

Genex Corporate Service Pvt Ltd
Mumbai

Desktop Support Engineer (L2)
10.2022 - 10.2024

Job overview

  • Configured and troubleshot VPNs, Citrix, and Windows OS via SCCM; updated Active Directory policies to enhance security and access management.
  • Diagnosed complex network issues using Ping, Tracert, Telnet, and SSH; coordinated with ISPs to ensure reliable fiber and port allocation.
  • Managed enterprise antivirus deployment and BitLocker encryption to strengthen organizational security posture against vulnerabilities.

Globtier Infotech Pvt Ltd
Mumbai

Senior Desktop Coordinator
10.2023 - 08.2024

Job overview

  • Operations Oversight: Led multi-departmental teams in Privilege Management, Remote Support, Floor Engineering to enhance operational efficiency.
  • Infrastructure Maintenance: Maintained desktop infrastructure and ensured timely deployment of critical security patches and updates to mitigate vulnerabilities.
  • SLA Governance: Utilized SMAX to track SLA metrics and coordinated cross-functional teams to meet delivery targets.
  • Vendor Management: Managed procurement and fostered strategic relationships with IT asset vendors to optimize resource utilization.

Tech Mahindra
Mumbai

Customer Support Executive (Team Lead)
07.2019 - 09.2022

Job overview

  • Scale Leadership: Managed a multilingual support team of 30-40 associates, driving performance coaching and process optimization.
  • Led initiatives that improved operational efficiency across departments, resulting in streamlined processes.
  • Coordinated cross-functional teams to align project goals with company objectives, ensuring collaborative success.

Education

Manipal University Jaipur
Jaipur

Bachelor of Computer Applications from Computer Science
02.2025

JMCT's Polytechnice
Nashik

Diploma from Mechanical Engineering
12.2015

Skills

  • Technical support
  • Remote support
  • Incident management
  • Ticketing system
  • Network troubleshooting
  • SLA compliance
  • ITIL framework
  • Infrastructure management
  • Technical operations optimization
  • Project management
  • Analytical skills
  • Team leadership
  • Administrative skills

Languages

English
Upper Intermediate (B2)
B2
Hindi
Native
Native
Marathi
Proficient (C2)
C2

Certification

ITIL 4 Fundamentals - Essentials of IT Service Management

Work Preference

Work Type

Full TimePart Time

Location Preference

On-SiteRemoteHybrid

Timeline

End User Support

Fidelis Technology Solution Pvt Ltd
08.2024 - Current

Senior Desktop Coordinator

Globtier Infotech Pvt Ltd
10.2023 - 08.2024

Desktop Support Engineer (L2)

Genex Corporate Service Pvt Ltd
10.2022 - 10.2024

Customer Support Executive (Team Lead)

Tech Mahindra
07.2019 - 09.2022

Manipal University Jaipur

Bachelor of Computer Applications from Computer Science

JMCT's Polytechnice

Diploma from Mechanical Engineering

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Subhash Pal