Prajwal Shinde

About Prajwal Shinde

Hi there I\'m Prajwal.I am a committed Service Desk Analyst with over two years of experience in providing exceptional support and service to users. I act as the primary contact for resolving technical issues, ensuring our team\'s productivity remains high.With a deep knowledge of various applications and IT systems, I efficiently troubleshoot and address user issues. I excel in communicating with team members and users to deliver timely and accurate supportMy strong ability to collaborate within a team ensures our service desk operates smoothly and effectively. My experience has sharpened my multitasking skills, enabling me to deliver outstanding customer service and quickly resolve issues.I am dedicated to continuously expanding my knowledge and skills to better serve our users and provide top-notch support, contributing to the overall success of our organization.

Experience

1. Service Desk Specialist

   CDM Smith

   Mar 2023 — Present · Bengaluru, IN

   Acted as a single point of contact for phone calls, emails, chats, and self-service tickets from staff regarding IT issues and queries- Taking ownership of incidents, tracking and escalating within the scope to ensure they are resolved within the appropriate SLA (Service Level Agreements)- Preferred foundation level of ITIL frameworks and methodologies- Experienced in managing remote desktop, Citrix/VMware View/Cloud PC environments- Troubleshooting various technical issues; network connectivity, network printing, user access issues, Application-related issues, password resets, etc- Experience with Service NowTechnologies - Service Now, Active Directory, Microsoft 365 suite, Bit locker Encryption, Sophos Endpoint, Mobile Device Management, Logic Monitor, JAVA, Python, SQL

Education

• Sir M Visvesvaraya Institute of Technology

  Bachelors Degree, Electrical and Electronics Engineering

  2016 — 2020