C1
Open To Work
Swapnil Khairnar
Maersk Global Services
Pune City
Work Preference
Overview
Skilled IT Support Engineer specialising in on-site IT infrastructure and end-user support. Expertise in hardware and software troubleshooting, VIP support, and IT operations in global environments. Proficient in ServiceNow, Microsoft 365, Active Directory, and network troubleshooting, with experience in Power Apps and Power BI for process automation with AI Tools. Committed to service, SLA adherence, and process improvement.
03+
Languages
04+
Certification
06+
Years of experience
Work History
01.2025 - Current1 Year 8 Months
IT Technology Operations
Maersk Global Services | Pune
- Delivered onsite IT assistance for incidents, requests, and VIP users based on established service level agreements.
- Resolved urgent VIP support cases with prioritised communication and swift resolutions.
- Performed hardware/software troubleshooting (OS, Outlook, Teams, network issues).
- Supported LAN/network troubleshooting and coordinated infra issues.
- Monitored daily IT operations for system efficiency.
- Analysed ticket trends to identify recurring issues.
- Managed asset lifecycle for laptops, desktops, printers, and peripherals.
- Maintained IT asset tracking and auditing in compliance with global standards.
- Managed asset inventory to ensure accurate tracking and accountability.
- Streamlined processes to enhance efficiency and minimise manual effort.
- Participated in on-call support for critical incidents.
- Supported office moves, IT relocations, and facility coordination.
- Assisted in procurement and vendor coordination (HP hardware cases).
- Acted as local IT coordinator for upgrades and projects.
- Developed Power Apps solution for daily checks.
01.2023 - 01.20252 Years
Technical Support Engineer
Concentrix | Pune
- Identified hardware and software solutions, troubleshooting technical issues to restore service promptly.
- Resolved end-user requests using knowledge base tools.
- Handled multiple cases concurrently to ensure timely resolution.
- Created and managed tickets in service management tool to track and prioritise user requests.
- Followed best practice ticket management processes.
- Communicated response times to end users.
- Supported cross-functional teams with troubleshooting and documentation.
- Conducted predictive analysis to identify trends and inform proactive support strategies.
- Implemented time management strategies to enhance productivity.
06.2019 - 07.20234 Years 1 Month
IT Service Desk Analyst
Mascot Technologies | Pune
- Diagnosed and resolved technical issues via phone, email, and remote tools, minimising user downtime.
- Delivered first-line support to users, troubleshooting software and hardware issues.
- Tracked incidents in support tickets, facilitating timely resolution of issues.
- Analysed support ticket trends and recommended improvements to enhance support processes.
- Followed user guides and technical KB articles for skilled resolutions.
Education
Bachelor of Engineering | Mechanical
Dr. APJ Abdul Kalam University
Dr. APJ Abdul Kalam University
Skills
Certification
- AI Tools Workshop Certified (Project Base), Be10X
- Data Analysis, NASSCOM-Innomatics Research Lab
- Cloud Certification, Great Learning / Infosys
Accomplishments
Improved process efficiency and reduced manual effort by 30-40%
Languages
English
Advanced
Hindi
C1
Advanced
Marathi
C1
Advanced
Languages
5,C1,5,C1,5,C1
Websites, Portfolios, Profiles
Skilled IT Support Technician specializing in on-site IT infrastructure and end-user support. Expertise in hardware and software troubleshooting, VIP support, and IT operations in global environments. Proficient in ServiceNow, Microsoft 365, Active Directory, and network troubleshooting, with experience in Power Apps and Power BI for process automation and reporting. Committed to customer service, SLA adherence, and process improvement.
Timeline
IT Technology Operations
Maersk Global Services
01.2025 - CurrentRead more
Technical Support Engineer
Concentrix
01.2023 - 01.2025Read more
IT Service Desk Analyst
Mascot Technologies
06.2019 - 07.2023Read more
Dr. APJ Abdul Kalam University - Bachelor of Engineering, Mechanical
Read more