Bhushan Bisane

Dedicated and detail-oriented L2 Technical Support Engineer with 2+ years of progressive experience in enterprise IT infrastructure support, incident management, and client relationship management. Demonstrated track record of maintaining 100% SLA compliance, achieving consistent CSAT appreciation, and independently resolving P1/P2 critical incidents across Linux, Windows, cloud, and network environments. Skilled in cross-functional team coordination, proactive monitoring, backup & DR operations, security compliance, and translating complex technical challenges into clear, client-friendly communication.

Recognised by clients and management for responsiveness, ownership, and service excellence.

L2 Technical Support Engineer — Tech Ops CRM & Pro Support at ESDS Software Solution Pvt. Ltd. (2025-05 – Present)

• Maintained 100% SLA compliance with zero breaches; consistently resolved 54+ tickets per week across the enterprise tech support queue.
• Ensured P1/P2 critical incidents acknowledged, triaged, and routed within 15 minutes, minimising client business impact.
• Managed end-to-end client ticket lifecycle — acknowledgment, root cause analysis, resolution, documentation, and formal closure.
• Achieved excellent CSAT scores with multiple client appreciation recognitions for responsiveness, ownership, and quality of issue resolution.
• Built strong client relationships through proactive follow-ups, transparent communication, and professional email handling for maintenance windows, alerts, and upgrade confirmations.
• Earned consistent positive feedback from enterprise clients for resolving complex infrastructure issues with minimal escalation and maximum first-contact resolution.
• Led bridge calls with multi-functional teams (NOC, Linux OS, Windows, MSS, DBA, TechOps, SAP, Cloud, Security, Commercial) to drive timely resolution of complex incidents.
• Independently managed multi-service incident response during night shift — full lifecycle ownership: detection → root cause → resolution → post-recovery validation.
• Diagnosed OOM (Out-of-Memory) conditions, zombie/orphaned processes, and application crashes on Linux-based BI and Java enterprise platforms; restored services with active port-binding validation.
• Administered Linux (RHEL) and Windows servers — health checks (CPU, RAM, disk, uptime), reboots, scheduled maintenance, and capacity upgrades/downgrades across client VMs.
• Performed VM migrations to healthy cluster nodes with controlled downtime (~25–30 min), ensuring minimal service disruption.
• Coordinated OS upgrades across Linux and Windows Server environments; proactively audited legacy OS deployments and prepared formal upgrade advisory documents for clients.
• Executed telnet, netstat, nmap, and nc port checks; diagnosed port binding issues across enterprise apps (WebLogic, OBIEE, SOA OSB, ActiveMQ, Kubernetes).
• Configured SSH jump-host (bastion) profiles for secure remote access to isolated network nodes.
• Managed full Antivirus lifecycle (Symantec / McAfee Trellix) — installations, upgrades, and uninstallations across Linux and Windows servers.
• Diagnosed and resolved NXLog and rsyslog service failures, restoring log pipelines to SOC; conducted telnet/netstat port audits across DC and DR environments.
• Executed all maintenance within approved ISO IT governance and change management frameworks, ensuring audit readiness.
• Managed LNT Portal, T-Matrix Production & Non-Production server monitoring, NCRTC Portal ticket assignment, and Maintenance Mode operations.
• Conducted proactive client outreach (calls & emails) on disk, RAM, and service threshold alerts; verified and submitted daily monitoring reports.
• Supported Veeam Backup (Full/Incremental), Disaster Recovery management, DR Drill coordination, and SIEM/log collection operations.
• Translated client technical requirements into formal commercial quotation requests; managed AOF approvals and client sign-offs.
• Created Active Directory accounts with encrypted, time-limited credential links; performed duplicate account detection to prevent access conflicts.
• Developed and maintained SOPs, FAQs, and troubleshooting guides for recurring incidents, reducing average resolution time across the team.
• Leveraged AI/BOT-assisted workflows for faster ticket handling and syntax verification, improving team throughput.

CRM Support at Mphasis (2023-10 – 2025-05)

Client: Tata AIA Life Insurance

• Analyzed and resolved 50+ technical tickets monthly with a 98% SLA compliance rate, ensuring high customer satisfaction.
• Provided end-to-end support for the CRM Next portal, addressing customer issues and ensuring seamless policyholder data operations.
• Conducted root cause analysis (RCA) for recurring technical issues, reducing error recurrence by 20%; worked on stored procedures for data integrity.
• Implemented SQL-based data patching, reducing data inconsistencies by 25% and monitoring production DB blocking.
• Automated routine server checks using RPA bots, reducing manual effort by 30%.
• Maintained detailed records of customer interactions; escalated unresolved issues to relevant departments with proper documentation.
• Assisted with system upgrades and delivered training sessions to branch employees on CRM tool usage.
• Recommended process improvements based on customer interaction analysis, enhancing operational efficiency.
• Monitored and validated lead flow from CRM to VYMO, ensuring data accuracy across platforms.

Bachelor of Engineering in Information Technology – Sandip Institute of Technology and Research Centre (SITRC), SPPU (2022-08)

Grade XII (HSC) – St. Lawrence Junior College (2017-03)

Grade X (ICSE) – Ryan International School (2015-05)