Yogesh Patil

Company Overview: Key Responsibilities: Specialized SME Roles within the Deskside Support Team: Linux SME: Mac SME: Windows SME:

Parent Company: Netconnect India Pvt
Client: Kyndryl Sol Pvt Ltd, Pune

• Manage a team of 30+ support engineers in assisting end users with system and application issues.
• Serve as the first level of escalation for hardware issues (Laptops, Desktops, Servers, Printers, Network Devices) and manage customer escalations.
• Lead support engineers in solving complex customer issues and escalations in a Player-Coach Model across multi-modality support (Phone, Email, Chat, In-Person, and Remote assistance).
• Own the delivery of operational metrics (CSAT, SLA, Time to Resolution, Engineer Utilization) and establish team goals/targets.
• Lead end-to-end Change Management and Incident Management Processes in ServiceNow, including report generation and analysis.
• Hands-on experience with ServiceNow and IBM's TSRM (SCCD) tools for end-user support and back-end IT processes (change requests).
• Manage Service Providers and OEM vendors for ongoing maintenance of network devices, servers, printers, scanners, etc.
• Drive cross-department coordination for network device maintenance.
• Lead technical support delivery for executives: VPs, GMs & Site Leaders.
• Lead weekly team meetings and regular 1:1s with 30+ support engineers to drive a highly productive and performing team.
• Hire, Onboard, Train, Coach, Mentor, and Grow diverse employees focused on delivering excellent customer support.
• Maintain all network device inventory, including routers, switches, and wireless access points.
• Troubleshoot network-related issues, including LAN and wireless connectivity problems.
• Perform LAN cable crimping and work with fiber connections.
• Provide hands and feet support network activity as assisting in console access for network devices and performing UAT.
• Provide advanced-level troubleshooting and support for Linux-based systems.
• Manage Linux-based workstations, including performance monitoring, patch management, and security updates.
• Troubleshoot kernel issues, file system errors, and networking problems within Linux environments.
• Support end-users on Linux OS-related issues, ensuring system stability and performance optimization.
• Maintain compliance with security and operational policies for Linux infrastructure.
• Train and mentor deskside support engineers on Linux best practices and issue resolution.
• Handling Mac devices, software, and application-related issues.
• Serve as the first-line contact for Mac Executive Support over calls and remote tools of IBM.
• Hands-on experience with Mac devices with root-level knowledge of solving Mac queries.
• Troubleshoot MacOS-related software, hardware, and connectivity issues.
• Provide Apple Device Enrollment Program (DEP) and Mobile Device Management (MDM) support.
• Assist in configuring and managing Mac applications, including Jamf and other Apple deployment tools.
• Support high-level executives with Mac-specific needs and coordinate with Apple support if necessary.
• Provide expert-level support for Windows operating systems, including Windows 10/11
• Troubleshoot OS crashes, blue screen errors, driver issues, and application failures.
• Manage Windows patching, security updates, and vulnerability remediation.
• Handle Active Directory (AD) administration, including user management, group policies, and authentication troubleshooting.
• Support Windows-based applications, Microsoft Office Suite, and enterprise software.
• Implement performance optimization strategies for Windows environments.
• Knowledge on Installation and configuration of Hyper-V

• Company Overview: IBM integrates technology and expertise, providing infrastructure, software (including market-leading Red Hat), and consulting services for clients as they pursue the digital transformation of mission-critical businesses worldwide
• IBM integrates technology and expertise, providing infrastructure, software (including market-leading Red Hat), and consulting services for clients as they pursue the digital transformation of mission-critical businesses worldwide

• Company Overview: IBM integrates technology and expertise, providing infrastructure, software (including market-leading Red Hat), and consulting services for clients as they pursue the digital transformation of mission-critical businesses worldwide
• IBM integrates technology and expertise, providing infrastructure, software (including market-leading Red Hat), and consulting services for clients as they pursue the digital transformation of mission-critical businesses worldwide
• This involves responding to user inquiries, resolving problems
• Assisting with software installations, updates, and patches on Windows, Mac & Linux workstations
• Resolving issues related to network connectivity, file systems, permissions, and user management
• Aligning EUS team to incident handling process, to respond incident tickets to reduce downtime
• Providing incidents RCA, proactive actions to reduce calls, incidents, Change Requests for shutdown activities, co-ordinating with vendors for network & printer availability
• Troubleshooting day to day operating system, software issue, network related issues ensuring minimum downtime via Phone Calls/Email/Chats/Remote
• Providing support for Installing, troubleshooting Windows 7, Windows 10, MAC OS-X, KVM, Virtual Machine Troubleshooting, MS Outlook Configurations & PST, MS office, Symantec Antivirus, Symantec Encryption, Set up Hyper-V, VPN Client (Cisco AnyConnect, Global protect VPN, Citrix, Socks Client.)
• Set up Hyper-V for Linux or windows virtual machine

• Company Overview: Ozone Info Engineering Pvt
• Ltd is one of the leading solution providers in the IT market based in Western Maharashtra & Goa since the year 2000
• They evaluate, plan, implement cert manage and entimize the entire gamut of Information Technology platforms to help customers achieve better business results

• Company Overview: the leading IT enabled services provider, having a remarkable track record of consistently delivering workable and robust solutions
• The company is ISO 9001-200, Microsoft Gold certified partner
• I worked on the government Adhaar project for the entire Jalgaon district, successfully providing technical support for all applications across 200+ systems

• Company Overview: Jetking Infotrain Limited is an Indian computer networking institute, which trains technical and non-technical students
• Jetking has 100 centers spread across India
• Jetking Infotrain Limited is an Indian computer networking institute, which trains technical and non-technical students