Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Swaranjali Sarnaik

Swaranjali Sarnaik

Senior Service Desk Engineer
Pune,MH

Summary

Accomplished Senior Service Desk Administrator at Microland Limited, adept in ITIL Knowledge and Problem-Solving, significantly enhanced issue resolution rates and customer satisfaction. Leveraged Incident Management and Teamwork skills to foster collaborative solutions, streamlining processes for improved efficiency. Good at analyzing system performance and security to drive optimal user experience. Proven track record in elevating service desk operations through innovative strategies and a focus on results.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take add-on responsibilities to meet team goals.

Overview

5
5
years of professional experience
5
5
Certifications

Work History

Senior Service Desk Administrator

Microland Limited
03.2021 - Current
  • Contributed to team meetings with valuable insights into current challenges faced within the role, promoting open communication channels that fostered collaborative problem-solving approaches across all IT departments involved directly or indirectly.
  • Streamlined ticketing system management for faster response times and increased issue resolution rates.
  • Maintained a high level of professionalism while interacting with customers, fostering positive relationships and trust in the IT department''s capabilities.
  • Monitored network performance and addressed potential security vulnerabilities to minimize risks associated with cyber attacks or data loss incidents.
  • Developed comprehensive documentation for common issues and resolutions, reducing time spent on redundant tasks.
  • Assisted users with hardware and software installations, ensuring proper setup and configuration for optimal performance.
  • Delivered training sessions to end-users on various software applications, increasing their proficiency levels and overall productivity.
  • Enhanced customer satisfaction by providing timely and effective support for IT-related issues.
  • Conducted periodic audits on service desk operations identifying areas needing improvement or optimization strategies implementation opportunities for continued growth within the role itself as well as overall organizational goals alignment needs being met at all times.
  • Resolved technical problems by troubleshooting, diagnosing, and implementing solutions to maintain smooth operations.
  • Kept up-to-date with industry trends by attending workshops, conferences, and webinars to ensure the application of current best practices in service desk administration.
  • Prioritized workload based on urgency levels when handling multiple tickets simultaneously, effectively balancing resources available for maximum results.
  • Improved service desk efficiency through the implementation of new processes and tools.
  • Participated in on-call rotations for after-hours support, demonstrating a commitment to customer satisfaction even during non-business hours.
  • Collaborated with other IT teams to identify root causes of issues, leading to more effective problem-solving strategies.
  • Escalated complex or high-priority issues to appropriate team members or third-party vendors when necessary for swift resolution efforts.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Collaborated with internal partners to effectively resolve user issues.
  • Researched and identified solutions to technical problems.

Helpdesk Support Engineer

I-Protech
08.2019 - 03.2021
  • Improved team performance by collaborating with coworkers to share knowledge and develop best practices for issue resolution.
  • Increased first call resolution rates with thorough understanding of company systems, applications, and infrastructure.
  • Provided after-hours support to ensure continuous IT service availability during critical business periods or outages.
  • Remote Support End Users for Desktops and Notebooks (including hardware as well as software Troubleshooting)
  • Calling customers and providing second level technical support for queries and problems.
  • Recording all requests and responding accordingly.
  • Authenticating callers and checking for Entitlement of services.
  • Handling escalated calls.
  • Outlook Configuration and working on ticketing tool like ServiceNow

Education

Bachelor of Commerce - Bachelor of Commerce

Sabarmati University
Ahmedabad, India
04.2001 -

High School Diploma -

KENDRIYA VIDYALAYA NO. 2 SCHOOL
Visakhapatnam, India
04.2001 -

No Degree - Senior Secondary Education

KENDRIYA VIDYALAYA NO. 2
Visakhapatnam, India
04.2001 -

Skills

ITIL Knowledge

Certification

Cisco Certified Network Associate

Timeline

Business Intelligence using Power BI

12-2023

ChatGPT & AI tools

12-2023

AI & Automation in MS Excel

11-2023

Senior Service Desk Administrator

Microland Limited
03.2021 - Current

Cisco Certified Network Professional

01-2020

Helpdesk Support Engineer

I-Protech
08.2019 - 03.2021

Cisco Certified Network Associate

01-2017

Bachelor of Commerce - Bachelor of Commerce

Sabarmati University
04.2001 -

High School Diploma -

KENDRIYA VIDYALAYA NO. 2 SCHOOL
04.2001 -

No Degree - Senior Secondary Education

KENDRIYA VIDYALAYA NO. 2
04.2001 -

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Swaranjali SarnaikSenior Service Desk Engineer