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sandeepbaaviskar User

@sandeepbaaviskaruser

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Experienced IT Support Specialist with a decade in technical solutions.

India

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What I'm looking for

I am looking for a role that fosters growth, values teamwork, and challenges my technical skills.

I am an IT Support Specialist with over 10 years of experience in providing exceptional technical support and solutions across various industries. My journey began as a Service Delivery Executive, where I honed my skills in troubleshooting and customer service. Over the years, I have advanced to managing teams and leading IT operations, ensuring seamless service delivery and customer satisfaction.

At Taskus India Pvt Ltd, I currently manage service requests and incident tickets, utilizing tools like ServiceNow and Jira Service Desk. My role involves overseeing IT onboarding, asset management, and handling global tickets across multiple locations. I take pride in my ability to lead teams effectively, streamline processes, and implement innovative solutions that enhance operational efficiency.

My commitment to continuous improvement and customer satisfaction drives me to stay updated with the latest technologies and best practices in IT support. I am passionate about creating a positive impact through my work and am always eager to take on new challenges that contribute to organizational success.

Experience

Work history, roles, and key accomplishments

Current

IT Support Specialist (L2 Systems)

Current

Taskus India Pvt Ltd

May 2024 - Present (1 year)

Managed service requests and incident tickets using ServiceNow and Jira Service Desk, while performing system image installations and troubleshooting Windows and Mac OS. Led IT onboarding and offboarding, including system setup, software configuration, and access provisioning, and oversaw IT asset management for peripherals and devices.

ServiceNow Jira Service Desk Windows OS Mac Asset Management Sailpoint Okta Slack

L2 Tech Associate

Whitehat Education Technology Pvt Ltd

Jun 2020 - Present (4 years 11 months)

Managed a team of 10 L1 technical support executives, providing second-level and P1 support for technical issues remotely. Worked on process adherence, SLA management, change management, and problem management, utilizing Salesforce, CRM, Zendesk, and Slack for process flow. Maintained daily call reports, resolution cards, and managed IT purchases and vendor coordination.

Salesforce CRM Zendesk Slack SLA Management Change Management Problem Management IT Support

Sr System Administrator

Jupiter Lifeline Hospital Ltd

Nov 2019 - Present (5 years 6 months)

Provided technical support to users at desks and remotely, handling second-level technical issues for in-house IT software like EFlow. Managed Windows installations, software configurations, and troubleshooting for healthcare-specific systems and applications. Handled customer escalations, resolved issues with high satisfaction, and maintained daily data backups and call logs.

Technical Support Windows OS Outlook Client Altris Deployment Tool VPN Data Backup

Sr. Technical Support Engineer

Magna InfoTech Pvt Ltd

Apr 2012 - Present (13 years 1 month)

Provided comprehensive IT support, logging customer incidents and requests, and escalating faults to third-line support groups as needed. Managed Microsoft Outlook configurations, software installations via Altiris deployment tool, and troubleshooted network issues including Juniper network connect and Citrix. Handled printer configurations, driver reinstallations, and antivirus updates, utilizing

Jira Outlook)Altiris Deployment Tool Citrix Symantec PC Anywhere

Service Delivery Executive

Zapak Digital India Pvt Ltd

Nov 2009 - Present (15 years 6 months)

Provided Tier 1 phone support to IT users for basic software and hardware, troubleshooting problems to resolution or escalating to Tier 2 support. Managed call logging and adherence to escalation processes, ensuring customer satisfaction for technical problems and queries. Installed and troubleshooted Windows Operating systems and maintained all reports and SLA data.

Tier 1 Support Troubleshooting Windows OS Remote Tools TeamViewer SLA Management Customer Service

Education

Degrees, certifications, and relevant coursework

Kohinoor Technical Institute

Diploma, Computer Hardware and Networking

Completed a diploma in Computer Hardware and Networking at Kohinoor Technical Institute. This program provided foundational knowledge and practical skills in computer systems and network infrastructure.