Subhash F Ghutke
Technical Support Engineer II
Hyderabad
Summary
Experienced technical associate with 5 years in internal and external support roles. Skilled in system troubleshooting, IT support, and team collaboration. Known for critical thinking, communication, and advanced technical abilities. Solid background in technical support and system maintenance, with a proven track record of resolving complex technical issues and improving operational efficiency. Proficient in troubleshooting and system optimization, delivering Tier 2 and 3 support knowledge with ease and patience.
Overview
7
7
years of professional experience
Work History
Technical Associate II
Genpact India Private Limited
Hyderabad
11.2023 - Current
- Experienced ITSM tool - Service-now and Fresh Service.
- Voice support tool- Avaya, Amazon VOIP, Genesys.
- Process tools - Microsoft Azure AD, On premise AD, Citrix Director, Microsoft exchange admin, Office 365 Administration, Intune admin center, ZScaler Admin, Crowd strike, RDP, Bomgar, Beyond Trust PM, Intune Admin Portal.
- Majorly working on Escalated Tickets.
- Android & I phone device tool- Microsoft MFA, Okta authentication, MSteams, MS Outlook.
- Having Hands on experience on providing Outlook Mailbox Delegation, De-Delegation, Forwarding E-mails and removing access for clients in the Organization.
- *Processing requests (On boarding, access requests & Offboarding tickets).
- Fulfilling access requests for Application access, Mailbox, Distribution list access via Active directory & exchange admin and also Application Installations.
- Aligned to work within a 24x7x365 environment supporting mission critical infrastructure including working various shifts.
- Handling Inbound calls and service requests from clients ,Logging and documentation of incidents , follow-up of pending incidents ,Adhering to SLA and process SOP.
- Troubleshooting VPN (Cisco Any Connect & Big IP) and VDI related incidents.
- Remote troubleshooting of Web applications and standalone applications, MS office product support and escalating as required.
- Developed comprehensive documentation for technical procedures, enhancing knowledge transfer among team members.
- Handling user account Administration in active directory and bit-locker Administration.
- Also we will identify outage issues when multiple users are getting effected so we will be creating master ticket with appropriate severity as per ITIL standards.
- Handling incident queue and coordinating with onsite, identify and access management and other application support teams to ensure that the issue is getting resolve per SLA.
- Reviewing the KB articles and updating the Existing articles
- Collaborated with cross-functional teams to develop and implement innovative technical solutions.
- Improved customer satisfaction by providing exceptional technical support and troubleshooting assistance.
- Maintained and deployed standardized software packages for deployment on company systems.
IT Service Desk Analyst
Optum Global Solutions (India) Private Limited
Hyderabad
09.2022 - 11.2023
- Managed over 40 customer calls per day and responded to users technical support needs.
- Troubleshoots for network, VPN, Citrix, AD Access
related issues. - Account lock, Password reset, Account extension issues,
- Assigning E3 and E5 Licenses to new users joining in the Organization.
- Resolved diverse range of technical issues across multiple systems and applications for users and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborated with Incident management team and Level two team to escalate and address user inquiries or technical issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Translated complex technical issues into digestible language for non-technical users.
Associate
CGS India PVT LTD
Hyderabad
01.2020 - 08.2022
- 2+ year of international voice support experience and 1+ year of chat support experience.
- Provide technical support for 100+ users and ensure proper maintenance of workstations, such as printers and peripherals.
- Served as primary point of contact for support relating to owned solutions and products.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Updated and maintained current customer support database.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed root cause analysis of reported issues to enact corrections.
- Answered all emails received by clients and resolved their queries and complaints on daily basis.
- Responsible for ensuring customer satisfaction by handling questions related to process via e-mail.
- Ensured all customer communications are professional, accurate, and timely.
- Maintained response times to support business continuity
Jr. Web Developer (Intern Position)
Techno Base IT Solutions Pvt Ltd (TBS) | IT Consulting Services
Nagpur
04.2018 - 10.2018
- Delivered services to customer locations within specific timeframes.
- Monitored company inventory to keep stock levels and databases updated.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Exceeded goals through effective task prioritization and great work ethic.
- Conducted research, gathered information from multiple sources and presented results.
- Onboarded new temps by entering employee information into systems.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Collaborated with team members to achieve target results
- Worked flexible hours across night, weekend and holiday shifts
- Developed aesthetically pleasing websites through the use of HTML, CSS, and responsive design principles.
- Built website interfaces with HTML and CSS.
Education
Bachelor in Technology/Engineering - Computer Engineering
Nuva College of Engineering And Technology
Nagpur 04.2011 - 2017.05
High School Diploma -
Indutai Memorial High School & Jr College
Nagpur 05.2008 - 2011.06
Skills
Remote technical support
Technical troubleshooting
Application support
Windows 10
Remote support
User credential management
Microsoft outlook
Account management
Active listening
Decision-making
Product knowledge
Technical issues analysis
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved result by completing task with accuracy and efficiency.
- Recipient of individual and departmental awards for providing stellar client service.
- Participated in various incentive programs and contests designed to support achievement of production goals.
Additional Information
- Name: Subhash F Ghutke
- Date of Birth: 15/04/1993
- Gender: Male
- Languages Known: English, Hindi & Marathi
- Father's Name: Fakirchand R Ghutke
- Mother's Name: Sujata F Ghutke
- Father's/Guardian's Contact: 7276626946
- Permanent Address: Plot no-596, Angulimal Nagar, Near Power grid Office, Nari Road Nagpur-26
Date:
Place : Hyderabad
(Subhash F Ghutke)
Timeline
Technical Associate II
Genpact India Private Limited
11.2023 - Current
IT Service Desk Analyst
Optum Global Solutions (India) Private Limited
09.2022 - 11.2023
Associate
CGS India PVT LTD
01.2020 - 08.2022
Jr. Web Developer (Intern Position)
Techno Base IT Solutions Pvt Ltd (TBS) | IT Consulting Services
04.2018 - 10.2018
Bachelor in Technology/Engineering - Computer Engineering
Nuva College of Engineering And Technology
04.2011 - 2017.05
High School Diploma -
Indutai Memorial High School & Jr College
05.2008 - 2011.06
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