Sapna Shinde Email and Phone Number

• As an Agile Scrum Master certified I lead and manage a team of 16 Service desk members.• Providing guidance and support to ensure efficient operations and high-quality service delivery.• Develop and implement training programs focused on quality improvement.• Including coaching sessions, workshops, and performance reviews.• Analyze team performance metrics and identify areas for improvement.• Implementing strategies to enhance team productivity and customer satisfaction. • Foster a positive team culture and promote collaboration and communication among team members to archive common goals.

• Managed daily operations of the Service Desk, leading and representing the service desk team to other stakeholders, providing both process and technical guidance to ensure optimal functioning• Created SOPs, Work Instructions, and other supportive documents to enhance the team's incident-handling capabilities, leveraging extensive knowledge and experience in supporting various IT applications, platforms, and technologies (including Service Now and JIRA)• Monitored incident handling to ensure adherence to SLA limits, timely agent response, and prompt resolution, striving to fulfill Customer Satisfaction (CSAT) levels above customer expectations, which resulted in multiple customer appreciation• Handled administrative tasks such as new user creation/deletion, folder access, and Distribution List addition and deletion in the Active Directory• Oversaw Hybrid Exchange 2010/Office 365 operations, including user mailbox setup, shared mailbox creation, DL creation, migrating on-premises exchange users to Office 365, license provisioning, and Multi-Factor Authentication (MFA) resets• Addressed various technical issues, including VPN, printer, and Outlook profile problems, reporting hardware issues to the Infrastructure Team• Collaborated with customers to devise interim or workaround solutions, requesting customer involvement in tests or procedures to isolate faults or gather further information and keeping customers updated regularly• Conducted Level 1/Level 2 investigations and troubleshooting, escalating critical cases to Level 3 or the onsite team as required and attending meetings and training via MS Teams• Managed Microsoft 365 Admin Center, Azure Active Directory, Exchange Admin Center, and SharePoint, monitoring user license allocation, processing migrations, and utilizing communication tools such as MS Teams and Mitel Softphone, and remote tools including RDP to VMware, TeamViewer, and SCCM Remote Control

• Operated as an individual contributor within the IT team, coordinating closely with global peers on new initiatives, projects, and daily operations• Managed service desk functions across different jurisdictions and time zones, prioritizing VIP user support and efficiently handling user inquiries• Contributed to project integration post-acquisitions, actively promoted teamwork and professional growth among team members in alignment with Vistra's values, and maintained meticulous records of support tasks, incidents, changes, and problem tickets in the Manage Engine system• Took a proactive stance towards user issue resolution, enhancing help desk processes, executing endpoint upgrades, and effectively managing starter and leaver processes alongside other IT audit controls• Facilitated communication during outages, scheduling, and liaising with key stakeholders and business users while closely collaborating with the IT Infrastructure team to oversee the existing Windows, Network, and Cloud infrastructure• Ensured SOC1/SOC2 compliance in backup monitoring and reporting, effectively managed time and workload, coordinated with vendors for IT infrastructure issues and new equipment procurement, and oversaw IT assets and Annual Maintenance Contract (AMC) management

Project: GES• Served as a proactive Senior Technical Consultant, addressing first-line support needs for GES customers using tools like Manage Engine CRM, MS TEAMS, Bomgar, and RDP• Resolved peripheral issues such as printer/scanner malfunctions and coordinated with Field Service Team for hardware issues• Administered system configurations, setting up printers, servers, user and group settings, managing rights and permissions, and diagnosing and resolving issues related to Active Directory, Outlook configurations, user profiles, drive access, and file mapping• Identified and tackled faults related to security levels, Admin Exchange, Office 365, hardware or software, and implemented interim solutions. Engaged customers in diagnostic procedures to isolate faults, maintaining transparency through regular communication• Collaborated effectively with Level 2 Support Staff for escalated fault correction while demonstrating strong ownership in incident resolution, ensuring adherence to SLAs, and striving for customer satisfaction• Played a significant role in Knowledge Base creation on OneNote, leveraged Bomgar, and MS Teams for remote support and WebEx meetings, and managed license allocation and usage in Microsoft O365, Azure, and Exchange systems

Project: Hardware Tracking• Provided first-line support to customers for fleet telematics systems through platforms like Salesforce & ServiceNow as a Service Desk Support Analyst (Tier 1)• Diagnosed reported faults, such as untrackable trucks or vans, to determine the underlying cause, whether it was related to SIM card, software, or hardware• Developed interim solutions or workarounds, directing customers through testing procedures to isolate faults and gather additional information• Maintained open communication lines to keep customers informed about progress and updates related to their reported issues• Collaborated with Tier 2 Support Staff to resolve and rectify faults, ensuring efficient service delivery• Demonstrated a high level of ownership and responsibility, ensuring incidents or faults were resolved and closed in alignment with the service level agreement (SLA) terms set for the respective customers• Conducted regular follow-ups with customers to ascertain their satisfaction with the provided solutions• Contributed to the Knowledge Base by generating and updating relevant information• Undertook site visits for operational assistance and system usage familiarization, with capabilities to take remote access via tools such as remote desktop connection, SQL servers/databases, VNC, and Citrix• Served an extensive clientele, including esteemed brands such as TESCO, ASDA, Morrison, H&M, Burlington, Shell, IKEA, TATA Motors, JCB, ZEBRA, DAF, and MAN

• Project: Retail Business Support (ICO)• Efficiently managed and maintained the client database, consistently meeting and exceeding SLAs for both quality and productivity• Played a pivotal role as a member of the migration team, successfully transitioning from CRYSTAL v3 to SEIBEL 4.2.1• Demonstrated meticulous organizational skills by creating and maintaining an Excel sheet to track and document process updates, ensuring smooth workflow and reference for future enhancements• Handled customer complaints with the utmost professionalism, providing effective resolutions to enhance overall customer satisfaction• Facilitated real-time communication within the team by disseminating process updates promptly and efficiently• Excelled in managing client relationships, consistently meeting and exceeding their expectations by delivering exceptional service• Provided expert support to UK-based 3G, 4G, and mobile broadband customers through voice support, ensuring their queries and concerns were addressed with the highest level of proficiency• Mentored and supported the OJT team, equipping them with comprehensive product knowledge and CRM navigation skills and assisting in adding customer interactions and call tagging• Utilized advanced Excel functions, including VLOOKUP, HLOOKUP, and Count If formulas, to create and manage manual rosters, breaks, and various performance metrics like SLA, KPI, Absenteeism, AHT, FCR, Quality, Locked hours, and Intervals for the team• Proficiently handled various technologies, including Citrix, Crystal, Gemini, Libra, Siebel, SVAP, VLTS, Vampire, CRP, BB Admin Tool, Velti, MNP, EID, and VDI, to streamline operations and enhance efficiency

• To provide a support with call to the US, UK, Canada and Australian countries.• Handle inbound calling, deal with the customers and sale the subscriptions.• Provide support to all the kind of desktops, laptops, and applications.• Perform linear and logical troubleshooting steps in order to resolve the issue with Windows XP, Windows Vista and Windows 7 operating system.• Resolve all the kind of issues regarding windows update, Internet explorer, and user profile.• Resolve all the issues occur during installation of software• Troubleshoot on the issues regarding to printers and scanners.• Creating new users and adding in to the group using safe mode with command prompt option.• Managing and maintaining the startups and services.• Resolve all the browser related issues, browser optimization, managing add-ons etc. • Create a schedule task as per client requirement to perform disk cleanup, disk defragment, to update antivirus etc.• Remove the infections and unwanted applications from registry.• Install and update various types of antiviruses such as Norton, Kaspersky, Webroot, Trend micro, McAfee, etc.• Installation and configuration of wireless and wired printer.• Perform various scans like malware bytes, super antispyware, registry fixer etc. to fix the issues caused by virus infections • Performed System optimization according to boost the system performance.

• Configuration/Re-Configuration of Networking Devices like Cisco Linksys Router, Hubs, Switch, Range Expanders, Access Points, Adaptors, Wireless Cameras etc.• Setting up Wireless Networks, securing it and providing WEP/WPA keys.• Forwarding Ports on Routers, worked on Multifunction devices such as Print Servers.• Product Registration and Installation of the Networking Devices • Configuration of Wireless and Wired Network Devices.• Troubleshooting of High End Products (Entertainment and Storage Network Devices) • Support Services and Hardware Up selling • Remote desktop support through (WebEx & Log Me In Rescue)• Multimedia product support (Installation / feature support/ compatibility with different gadgets / license key issue ) • Technical assistance on Data storage capability / recovery/ backup • Premium tech support for out of support / out of warranty / third party products • Warranty management services