TSTushar Shelke
@tusharshelke
Experienced Technical Support Specialist delivering ITIL-aligned helpdesk excellence.
IndiaWhat I'm looking for
I am a detail-oriented Technical Support Specialist with three years of experience providing L1/L2 support across global regions (Americas, EMEA, APAC). I specialize in ServiceNow-driven incident and request management, Active Directory/Azure AD administration, SCCM software deployment, VPN troubleshooting, and ITIL v4 practices, consistently achieving high SLA compliance and customer satisfaction.
I have a track record of resolving high ticket volumes (30–70+ daily), improving resolution times by 15%, and contributing to process improvements and reporting that drive team performance. I am adaptable to rotational shifts and remote roles, and I bring strong collaboration skills from working with cross-functional and global teams.
Experience
Work history, roles, and key accomplishments
Helpdesk Support Specialist
Experis IT Pvt Ltd
Dec 2024 - Oct 2025 (10 months)
Delivered L2 technical support for Cisco client via ServiceNow, resolving 30+ tickets daily with 95% SLA adherence and producing weekly KPI dashboards to improve team performance.
Desktop Support Engineer
Collabera Technologies Pvt Ltd
Aug 2024 - Oct 2024 (2 months)
Provided remote and on-site desktop support for 800+ users, resolved VPN/network issues, deployed software via SCCM, and improved end-user satisfaction through timely resolutions.
Service Desk Engineer
Microgreen Technologies Pvt Ltd
Mar 2022 - Dec 2022 (9 months)
Managed user lifecycle for 50+ enterprise applications and resolved 70+ incidents daily with an 85% first-call resolution rate while ensuring ITIL process adherence.
Technical Helpdesk Support
Artech Infosys Pvt Ltd
Sep 2021 - Mar 2022 (6 months)
Monitored alerts with PagerDuty, created and managed Jira tickets for major incidents, performed root cause analysis, and administered Active Directory/Azure AD for IBM client.
Education
Degrees, certifications, and relevant coursework
SUSavitribai Phule Pune University
Bachelor of Engineering, Engineering
Activities and societies: Volunteered in CSR events and organized college tech fests.
Completed a Bachelor of Engineering degree at Savitribai Phule Pune University, graduating in 2018.
MEMaharashtra State Board of Secondary and Higher Secondary Education
Higher Secondary Certificate (HSC), Higher Secondary Education
Completed Higher Secondary Certificate (Class XII) under the Maharashtra State Board in 2012.
MEMaharashtra State Board of Secondary and Higher Secondary Education
Secondary School Certificate (SSC), Secondary Education
Completed Secondary School Certificate (Class X) under the Maharashtra State Board in 2010.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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