Yashwani Sharma
Pune
Summary
Results-oriented ITIL 4 Foundation Certified professional with 7+ years of experience in the IT Service Industry. Proven expertise in Customer Service Delivery, Service Management, and Operation Management. Proficient in Service Desk, End User Support, Monitoring Tools, and IT Operations. Strong understanding of engineering, industrial engineering, change management, and business transformation systems.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Exempt Non Officer 3
Credit Suisse AG
Pune
02.2021 - Current
- Manage all Office IT Infrastructure environments across locations.
- Managing internal IT team and vendor resources across sites to ensure quality service for end users.
- Project Management & Support – M365, Business Applications, Upgrades, Win 11, Upgrades, etc.
- Continuous engagement with business stakeholders to understand their requirements and challenges.
- Leveraged deep technical knowledge of virtualization technologies, including troubleshooting tools and techniques, to identify and resolve performance and compatibility issues, ensuring maximum uptime and reliability for critical systems.
- Led training and development programs to enhance team skills and performance.
Member of Technical Staff
ADP
Pune
08.2018 - 02.2021
- Managing Exchange Online users, shared mailboxes, and distribution lists by creating, adding, modifying, and deleting.
- Proficient in utilizing System Centre Configuration Manager (SCCM) to efficiently deploy software applications and patches to all workstations, while also possessing the ability to troubleshoot technical issues related to the Software Centre client.
- Resolved escalated customer inquiries related to hardware and software issues.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Provided support for Microsoft Office 365 applications, VPN, Payroll applications, Citrix environment, and mobility.
Technical Process Executive
Infosys BPM Limited
Pune
06.2017 - 08.2018
- Hardware/Peripherals: Installed, modified, and repaired software and hardware to resolve technical issues.
- Office 2013: Provided Tier 1 IT support to non-technical internal users through desk-side support services.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Cisco Secure AnyConnect - To assign the RSA token and help the user to be connected to the company's Virtual Private Network.
- Webex Teams and Meeting Center is used for audio and video meetings. Additionally, we use Webex Teams for any conversation within the organization.
Education
Bachelor of Engineering - Computer Science
Guru Nanak Institute Of Engineering And Technology
Nagpur06-2012
High School Diploma -
Kamla Nehru Mahavidhyalaya
Nagpur06-2007
S. Sc -
Tejaswini Vidhya Mandir
Nagpur06-2005
Skills
- Incident Management
- Training and development
- ITIL
- Service management
- Change Management
- Project Management
Accomplishments
- Awarded as Star award for new Joiner 2019 in ADP
Affiliations
- Volunteer in many CSR and D & l activities organized for internal CS colleague to promote diversity and inclusion.
Certification
- ITIL 4 Foundation Certificate number: GR671290005YS
- Azure Fundamental
Timeline
Exempt Non Officer 3
Credit Suisse AG
02.2021 - Current
Member of Technical Staff
ADP
08.2018 - 02.2021
Technical Process Executive
Infosys BPM Limited
06.2017 - 08.2018
Bachelor of Engineering - Computer Science
Guru Nanak Institute Of Engineering And Technology
High School Diploma -
Kamla Nehru Mahavidhyalaya
S. Sc -
Tejaswini Vidhya Mandir
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