Dhaval Deshpande
Sr. Support Escalation Engineer
Pune
Summary
- A result oriented professional with more than 8 years of experience in L2 Service Desk/Desktop Support, Implementation and L1/L2 Support of web-based applications which involves technologies like VB.NET, ASP.NET, SQL, Oracle, Unix, Linux, MVC and shell scripting.
- Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
- Proficient in helpdesk operations, network maintenance and mobile device support. Applies technical expertise and diagnostic abilities toward solving problems and maintaining usability and performance. Versed in large data storage networks, voice/data innovations and VPNs.
- Seeking full-time position in Azure Cloud Administration
Overview
8
8
years of professional experience
8
8
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Sr. Support Escalation Engineer
Persistent Systems
Pune
07.2020 - Current
- Support and maintain global business application applications in a level 2 support role
- Maintaining SLA performance at 100% focusing on Client business needs and
- Productivity improvements
- Resolve incidents, manage changes and deliver customer enhancement
- Supervising and supporting team members including allocation of work across individuals
- Helped create and streamline Quality Audit Process and Standard Operating Procedures
- Creation of Knowledge base articles which helped reduce problem tickets logged for repetitive issue by 80%
- Training of new members in the team
- Assessed operant systems for efficiency and functionality, providing written suggestions on enhancements needed to meet operational goals.
- Assigned tasks to IT personnel and junior module staff, delegating work orders based on individual employee proficiencies.
Senior Application Support Executive
ALPHA PLUS TECHNOLOGIES
Andheri, mumbai
07.2016 - 07.2020
- Months)
- Provide end-to-end internal and external monitoring and Implementation of Web based software solutions
- Experience in pre-deployment preparation, deployment, UAT, data import, user and rights management, final deployment and/or post deployment monitoring
- Writing DDL and DML queries to diagnose the issues raised
- Impart UAT & Product Training to clients
- Analyze complex technical queries from clients by troubleshooting and following documented processes and procedures for support request handling and case escalation
- Worked with Various banks such as Yes Bank, Axis Bank, HDFC Bank, IndusInd Bank, IDBIBank,
- Kotak Mahindra Bank on Implementation Projects
- Monitor and conduct health-checks on software solutions deployed at client locations
- Undertake Proof of Concept (POC) at client locations in coordination with Business Team
- Ensure accurate tracking and prompt closure of incidents reported by the clients
- Conduct Root Cause Analysis (RCA) on incidents reported by the clients
- Organized deployment of patches, security fixes, and periodic product upgrades
- Liaison with Developers, Business Analysts and clients for successful transition to client led systems
Trainee Associate
WNS Global Services SA
Nashik
08.2014 - 03.2015
- Installation, configuration and maintenance of multiple Windows and Linux machines
- Checked server health on Linux OS
- System and Application troubleshooting and other related issues
- Create, modify and delete user accounts in Active Directory
- Automated data backup processes, increasing network security and saving company resources
Sr. Customer Service Specialist
Groupon Technologies Pvt. Ltd.
Nashik
08.2013 - 03.2014
- Assisted customers with Desktop Support
- Troubleshooting of any technical issues related to Windows Operating System
- Cross Trained and Provided Support for other customer service
- Provided Training to junior executives
- Resolution and documentation of all customer complaints
Education
Bachelor of Engineering - Information Technology
Mumbai University
Mumbai 06.2008 - 06.2016
Skills
DeskTop Support
Application Support
MSSQL
Oracle
MS Office Suite
MS Outlook
Windows Server Operating system
Linux
IIS
Apache Tomcat
ITSM Software: BMC Remedy, Goverlan, SCCM
Networking Fundamentals: DNS, HTTP, HTTPS, SMTP, TCP/IP
Active Directory
Ticketing Software: Freshdesk, Jira, Summit
Azure Cloud AZ-900 (Certified)
Azure Cloud AZ-104 (Certification in Progress))
Multitasking Abilities
Dependable and Responsible
Cultural Awareness
ITIL Foundation (Certified)
Certification
AZ-900
Timeline
AZ-104 in progress
01-2023
AZ-900
12-2022
Sr. Support Escalation Engineer
Persistent Systems
07.2020 - Current
ITIL Foundation 4
06-2020
Senior Application Support Executive
ALPHA PLUS TECHNOLOGIES
07.2016 - 07.2020
C programming
05-2015
Trainee Associate
WNS Global Services SA
08.2014 - 03.2015
Sr. Customer Service Specialist
Groupon Technologies Pvt. Ltd.
08.2013 - 03.2014
Bachelor of Engineering - Information Technology
Mumbai University
06.2008 - 06.2016