Headline

IT Professional with Technical & Production Support | RHCSA Certified | Linux System Administrator Aspirant | RHEL | 24/7 Operations support

About

Dedicated IT professional with experience in 24/7 rotational Production Support, providing L1 and L2 support in fast-paced, mission-critical environments. Proven ability to troubleshoot applications, analyze root causes, and resolve production issues within strict SLA timelines. Experienced in supporting Dell Client and Enterprise Lines of Business, while maintaining strong coordination with cross-functional teams. Skilled in preparing and delivering End-of-Day (EOD) performance and SLA reports, ensuring service quality and operational transparency. Known for ownership, reliability, and calm execution under pressure.

Location

Pune Division

Work experience

SME/Technical Support Engineer at Aligned Automation, Dec 2021 - Sep 2025 · 3 yrs 10 mos, Pune, Maharashtra, India

Specialist at Aligned Automation Service Pvt Ltd, Dec 2021 - Sep 2025 · 3 yrs 10 mos, Resolved 100+ technical support cases monthly using Dell TechDirect platform, achieving 95% SLA compliance through systematic hardware troubleshooting and root cause analysis. Collaborated with Global Command Center (GCC) to handle critical escalations, reducing average resolution time by 30% through coordinated incident management. Performed hardware diagnostics on Dell PowerEdge servers and enterprise systems, identifying and resolving issues via email and chat support channels. Ensured accurate ticket assignment and portal issue resolution within predefined timeframes, maintaining high customer satisfaction ratings. Coordinated with cross-functional teams to provide timely updates and streamline process execution for warranty and part dispatch.

Technical Support Engineer at Entercoms, Inc., Jul 2018 - Jun 2021 · 3 yrs, Pune, Maharashtra, India

Technical Support Engineer at Entercoms Service Pvt Ltd, Jul 2018 - Jun 2021 · 3 yrs, Managed high-priority tickets for Dell PowerEdge servers and networking switches, consistently meeting SLA requirements and resolving 80+ tickets monthly. Supported Enterprise clients and strategic accounts by identifying compatible hardware parts from Spare Part Master Data Inventory and coordinating dispatch. Coordinated with Dell Associated Service Providers for part replacement and warranty claims, ensuring compliance with country-specific and system-specific protocols.

Education

Bachelor of Engineering - BE, Information Technology, Savitribai Phule Pune University

RMD Sinhgad School of Engineering