Shantanu Pandey

Dedicated and result-oriented IT professional with 6.2 years of experience as a Desktop Support Engineer, specializing in hardware troubleshooting, OS management, Microsoft Office365, basic networking, and ticketing systems. Seeking a challenging position in a organization to contribute technical expertise, resolve user issues efficiently, and support enterprise IT infrastructure growth while staying updated with emerging technologies.

IT Support Engineer - Quess Corp LTD (Crisil Ltd) - Pune

(2026-04)

• Provided advanced Level 2 remote and on-site technical support, independently resolving complex hardware, software, and network issues escalated by the L1 Service Desk.
• Diagnosed and troubleshoot OS-level issues (Windows 10/11), enterprise application crashes, and VPN/network connectivity problems while consistently meeting Service Level Agreements (SLAs).
• Troubleshot network connectivity issues, including VPN, DNS, DHCP, and Wi-Fi configurations for remote and on-site users.
• Managing user accounts, printer configurations, and software deployment via centralized tools.
• Handling tickets through Felicity and ensuring SLA compliance.
• Supporting remote users through phone, email, and remote desktop tools.

IT Support Engineer - Russell Tobin Global Services (Crisil Ltd) - Pune

(2025-01 - 2026-03)

• Providing L1/L2 support for end-user computing issues across Windows 10/11 environments.
• Managing user accounts, printer configurations, and software deployment via centralized tools.
• Handling tickets through Felicity and ensuring SLA compliance.
• Supporting remote users through phone, email, and remote desktop tools.

Desktop Support Engineer - CMS IT Services (Crisil Limited) - Pune

(2023-11 - 2025-01)

• Troubleshot network-related issues including DNS, DHCP, and firewall configurations.
• Performed OS installations and upgrades on desktops and laptops.
• Assisted in Windows Server 2016 basic configuration tasks and user management.

IT Support Engineer - Team Computer (Raymond limited) - Chhindwara

(2022-05 - 2023-11)

• Installed and configured Microsoft Office 2016, managed Outlook and Office 365 accounts.
• Provided onsite and remote desktop support; resolved hardware/software issues efficiently.
• Maintained IT asset inventory and ensured data security protocols.

IT support Technician - Dev IT Private Limited (Mahendra Space)

(2021-09 - 2022-03)

• Supported technical issues for corporate users, covering email, antivirus, and system performance.
• Addressed hardware failures, conducted basic network cable checks and repairs.
• Logged incidents in OTRS and documented resolutions for knowledge base updates.

Junior Desktop Support Engineer - IT Sens Infotech Limited - Nagpur

(2020-06 - 2021-08)

• Installed Windows OS, configured basic networking and provided end-user training.
• Resolved common desktop issues via remote assistance and desk-side support.

Bachelors of Engineering - Mechanical Engineering - Shri Shankarprasad Agnihotri college of Engineering (2021)

Diploma in Mechanical - Mechanical - Sai Polytechnic (2018)

Secondary School Certificates - SSC (2010)