Sachin Astekar

Client 1: Brillio Technologies Private Limited, Bangalore, India

• Set up user accounts and profiles to quickly onboard new staff and speed up operational capabilities
• Updated support tickets with current statuses, clearing issue backlogs to meet KPI targets.
• Contacting vendors for warranty repairs and replacements.
• Delivered remote demonstrations and troubleshooting on customer's computers through TeamViewer
• Troubleshoot hardware via phone or in person for complex issues.
• Managed hardware equipment inventory, including allocation.
• Supported customers with SCCM installation and configuration, enabling dependable system setup.
• Taking care of all types of incidents and SR ticket issues in "Service Now/Sapphire ticketing tool.
• Responsible for day-to-day operation of systems.
• Provides Level 1 and Level 2 support for employees and different entities worldwide.
• Active Directory user management.
• Escalate and coordinate issues with IT team for resolution.
• Basic support on MAC laptop and OS (Mojave and Catalina)

Client 2: Infosys Limited, Bangalore, India

• Taking care of Level 1 and Level 2 tickets in CISM or Service Now ticketing tool.
• Active Directory User and Group Management.
• Admin.net User and Group Management.
• Email Account User Management in WAMS Tool.
• Application Access User Management

Client: Latecoere India Private Limited

• Planning for procurement of all IT-related assets.
• Hardware stock asset and inventory management.
• Attend global Skype Meetings regarding Implementation, deployment and new things to do in site
• Maintained systems, maintaining technical and operational.
• Installed and configured new and upgraded systems, ensuring performance and functionality ahead of company-wide rollouts.
• Installed and maintained IT equipment and software to meet workflow requirements.
• Used ticket systems to answer queries and resolve desktop issues.

• Delivered world-class service in all interactions with customers.
• Maintained high level of product and technical knowledge.
• Responded via phone, e-mail, or chat within agreed SLAs.
• Built rapport with customers through communication.
• Resolved customer queries over phone and by email.

• Finding defect in network.
• Resolve and manage all tickets, including escalation tickets.
• Customer interaction regarding network issues with call or chat.
• Implementation of internet connection, router, and Wi-Fi configuration.
• Used to track support tickets and document actions

• Provided first-class PC support, using outstanding working knowledge of various Windows and Microsoft Office applications.
• Assisted customers with software package installations, enabling high-performing IT systems.
• Documented processes and procedures for technical resolutions to problems to be used in knowledge base accessible by all staff

• Logging calls and coordinating with third-party vendors.
• Troubleshooting, assembling and disassembling computer devices
• Configuration, data backup, restore, and troubleshooting of systems.
• Administration: Manage and resolve all types of technical issues.
• Managing local and network interface printers and shared folders.
• IT Asset Management like desktops, printers and peripherals