Sachin Dinkar Shirke

RESUME SHIRKE SACHIN DINKAR Email:- Mobile No.:- Objective To work in a challenging atmosphere where I could get an opportunity to Lead and Manage the Technical team at reputed Organization. EDUCATIONAL QUALIFICATION Bachelor in Computer Application(BCA) -Passed in 2012. TECHNICAL QUALIFICATION Completed Hardware and Networking course from Government Polytechnic Mumbai, Bandra in Year 2007-08. Certification ITIL V4 Foundation Certification (Cert No. GR-SS) 70-410: Installing and Configuring Windows Server-: Administering Windows Server-: Configuring Advanced Windows Server 2012 Services. PROFESSIONAL EXPERINCE 1. Worked with Reliance Retail Ltd. as a Sr. IT Executive 1st April 2021 to 4th Dec, 2021. 2. Worked with Aforeserve.com Ltd as a Team Leader IT 11th Jan 2018 to 31st March 2021. 3. Worked in CMS IT Service Pvt. Ltd. as a Customer Technical Support from 11th Aug, 2014 to 4th Jan, 2018. 4. Worked in PCS Technology Ltd. as a Customer Support Engineer from 15th June, 2011 to 31st July, 2014. Organization: Reliance Retail Ltd Duration: 01/04/2021 TO 04/12/2021 Designation: Sr. IT Executive (Operation Manager- Region- Maharashtra & Gujarat) Lead and manage on-site support delivery for all supported businesses and functions, across sites. Managing escalation, calls and mail on daily basis. Drive projects with the management for business growth. Handling the HP & Dell Laptop In warranty & out warranty support to the customer.  Coordinated with spare management team for part arrangement and PO creation. Drive Projects and Transitions with periodic updates to stakeholder and project teams with proper documentation. Evaluation of laptop parts and provides the approval for laptop support. Manage escalations, review & actively drive unresolved calls or incidents towards closure. Provide day-to-day supervision of staff assigned area of control. Provide timely feedback to management regarding issues affecting the quality of service to the client. Handle User\Sr. Management escalations and driving them to closer with positive CSAT. Coordinate with Vendor Management Lead, Asset Management Lead and regional coordinators Preparing monthly MIS and managing monthly Raw data, daily reports with monthly dashboard Provides leadership by projecting a positive attitude, and providing learning incentives. Organization: Aforeserve.com Ltd Duration: 11/01/2018 TO 31/03/2021 Designation: Team Leader (HPCL, Mumbai Refinery, Chembur) Leading team of 24 Engineers involved in FMS, Network, Data Center Support and Software Support. Interaction with the key stake holder of the Project from Client Side Publishing the Project performance report and arranging Project review meeting Monitor web queues (Pending / High Ageing / Escalated calls from Business / client) and call assignment to team Drive closure of local IT user calls that have not been picked up by the Service Desk within the timelines and specifications defined (SLAs). Handle escalations and assign unresolved calls or incidents to appropriate support groups. Perform performance review of Retail Service Desk L1 Analysts to achieve the required level of productivity. Develop expertise in Business application / Infrastructure and associated Hardware to guide Team Members for problem resolution Monitor web queues(Pending / High Ageing / Escalated calls from Business / client) and call assignment to team Perform performance review of Service Desk L1 Analysts to achieve the required level of productivity. Meeting the SLA Targets and comply to the agreed SLA for ticket resolution Identify Knowledge update/training requirements of the team Implement continuous process improvement initiatives Ensure efficient flow of Problem tickets through Problem Management process. Provide Business analyst perspective to the recurring incidents and help in RCA of the problems Develop roster for SD L1 team and maintain shift schedule to cover the service window and perform workforce management. Ensure process and policy adherence. Focused effort to improve process to enable efficient flow of tickets through Service Desk (Tier 1/Tier 2) Enhance the service levels with continuous service improvement. Ensure process and policy adherence of Service Desk team Coordinate with Vendor Management Lead, Asset Management Lead and regional coordinators Escalate matters requiring management intervention to Service desk Manager and Project Manager. Ensuring policies, processes and standard are followed in Service Desk operations. Preparing monthly MIS and managing monthly Raw data, daily reports with monthly dashboard Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems. Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels. Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found. Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department. Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through. Coordinates training requirements of Help Desk personnel. Work Experience and Information Organization: CMS IT Services PVT. LTD: Duration: 11/08/2014 To 04/01/2018 Designation: Technical Support Engineer (VIP User) (Universal Sompo General Insurance, Andheri) Provided support to VIP/VVIP users should have hands-on experience in Video/Audio conference, O365, One-drive, outlook trouble shooting, Network trouble shooting, mobile device management and Hardware/software trouble shooting for desktop/laptop/mobile devices.  Coordinate with third party vendors on hardware fixes for laptop/desktop/switches/Printer/LAN/cabling etc.  Perform installation, configuration and deployment of operating systems and standard software for laptops and desktop computers. Support evaluation and procurement of new IT Equipment (laptops, desktop computers, printers and IT peripherals). Assist in the assessment and evaluation of recommended computer model(s). Configure and support smartphone and mobile devices (i.e. Apple iPhone and iPad) through corporate Mobile Device Management platform. Handling the Desktop and Server hardware's. Installing and configuring all windows operating systems. Keeping PCs virus free by constantly updating antivirus. Installation of Software, formatting of PCs, taking back up of important data. Maintaining PCs, LAN, Printers, UPS and other peripherals. Managing Dot Matrix, Laser and Inkjet Printers. Installation of Basic Software on client Computer. Managing OS & Hardware related calls. Primary duties included installing and configuring different Windows OS and using different problem solving and troubleshooting skills to resolve issues with the company s server and computer systems. Involved in rollout of software updates/patches. Allocating work to junior staff and providing induction training to new staff. Key Skills for & Strengths Effective communication Decision making Team Building and Management. Efficient problem solving and incidence management Customer centric approach PERSONAL DETAIL Name: SACHIN DINKAR SHIRKE Address: I/ 08, Shri Datta Digambar Co-Op. Hsg. Society, Pantnagar, Ghatkopar (E) Mumbai-400075 Date of birth: 25th March 1984 Gender: Male Marital status: Married Language Known: English, Hindi, Marathi. Place: MumbaiSignature Date: (Sachin D. Shirke)