Job Search Status
Open to workDesired Job Title
Technical Support EngineerWork Type
Full timeConsultingPart timeLocation Preference
On-siteRemoteHybridLocation: Pune City, India
Open to relocation: Yes
Open To Work
Swapnil Khairnar
Pune City
Work Preference
Summary
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.
Overview
3
3
Languages
4
4
Certification
6
6
years of professional experience
Work History
IT Technology Operations
Maersk Global Services
Pune
01.2025 - Current
- 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.
Technical Support Engineer
Concentrix
Pune
01.2023 - 01.2025
- 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.
IT Service Desk Analyst
Mascot Technologies
Pune
06.2019 - 07.2023
- 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
Skills
- Windows 10 and 11
- Microsoft Office 365
- Microsoft Outlook and Teams
- Hardware and network support
- LAN troubleshooting
- Server administration
- Active Directory management
- File services management
- Version control tools
- ITSM tools and ServiceNow
- Incident and request management
- Asset management strategies
- Cybersecurity practices
- Endpoint compliance monitoring
- Policy adherence strategies
- Business process automation
- Workflow automation techniques
- Application development skills
- Data visualization and analysis
- Automation methodologies
- Operating systems expertise
- Ticketing systems proficiency
- Remote support solutions
- Data Trend Analysis
- Automation Techniques
- Operating Systems Knowledge
- Ticketing Systems
- Remote Support Tools
- Software Fault Diagnosing
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
C1
Hindi
Advanced
C1
Marathi
Advanced
C1
Timeline
IT Technology Operations
Maersk Global Services
01.2025 - Current
Technical Support Engineer
Concentrix
01.2023 - 01.2025
IT Service Desk Analyst
Mascot Technologies
06.2019 - 07.2023
Bachelor of Engineering - Mechanical
Dr. APJ Abdul Kalam University