Headline

Desktop Support Engineer

About

I am an ITIL® 4 Certified Application Support Engineer with 3+ years of experience supporting business-critical applications across production and pre-production environments. I specialize in P1/P2 incident management, SLA compliance, root cause analysis (RCA), UNIX/Linux log analysis, SQL-based data validation, and release support. I have hands-on experience with ServiceNow, Jira, Postman, and Linux, and I work closely with development, QA, and operations teams to ensure application stability and service continuity. My strengths include incident ownership, escalation handling, defining workarounds, maintaining knowledge bases, and improving support processes. I am comfortable working in 24×7 shift environments and engaging with global stakeholders. Currently seeking opportunities in Application Support, Production Support, or Technical Operations roles.

Location

Pune District

Work experience

Customer Support Engineer at Samsung Electronics - Rudra Enterprises, Dec 2020 - Jan 2022 · 1 yr 2 mos, Solapur, As a Support Engineer, I was responsible for ensuring smooth after-sales service and customer satisfaction. My role involved direct coordination with customers and field technicians to streamline support operations and maintain service quality. Handled customer queries and service requests with a focus on quick resolution and satisfaction Managed inward and outward movement of spare parts, ensuring accurate tracking and timely delivery Collected daily service reports from field engineers and compiled data for performance tracking Followed up with customers post-service to gather feedback and address unresolved issues

Education

Master of Computer Applications - MCA, Computer Software Engineering, Punyashlok Ahilyadevi Holkar Solapur University, Solapur

BSc, DBF Dayanand College of Arts and Science, Solapur