Shahrukh Shaikh

Results-driven Technical Support Engineer with 3+ years of experience in IT service desk operations within banking and financial environments. Skilled in incident management, SLA-driven support, and troubleshooting enterprise-level issues. AWS Certified Solutions Architect - Associate with hands-on knowledge of EC2, S3, VPC, and IAM.

Technical Support Engineer (L3) at Wipro Limited (2022-09 – Present)

Clients: Bank of America & Northern Trust

• Resolve 40-60 tickets daily using ServiceNow within SLA timelines in a banking environment.
• Troubleshoot Windows, Office 365, VPN, and access-related issues for global users.
• Consistently maintain 95%+ SLA compliance and high customer satisfaction scores.
• Act as Shift Coordinator to manage queues, workload, and escalations.
• Collaborate with L2/L3 teams to resolve complex incidents and reduce repeat issues.

Technical Service Desk Analyst (L1) at Mphasis (2021-09 – 2022-09)

• Provide first-line support for software, hardware, and network issues.
• Log, track, and update incidents using ServiceNow ticketing system.
• Escalate complex issues to higher-level teams as per process.
• Assist in system setup and maintain support documentation.

Bachelor of Computer Applications in Computer Applications – Pune University (2018 – 2021)