Smita Satawase

To seek challenging and responsible opportunities in technical support where my Technological Skills can be utilized to the fullest potential to benefit the company. Results-driven and highly motivated professional with progressively responsible experience in IT Management. Proven track record of maintaining, analyzing, and troubleshooting computers and peripherals.

Known for finding the root cause to provide permanent resolution of problems. Results-driven IT Service Management (ITSM) professional with X+ years of experience in designing, implementing, and optimizing ITIL-based processes. Proven expertise in Incident, Problem, Change, and Service Request Management.

Skilled in driving process improvements, ensuring compliance, and delivering exceptional service quality across global teams. IT Service Management professional with 12+ years of experience in ITIL-based process design, O365 & Active Directory administration, and automation initiatives. Proven ability to lead ITSM governance, optimize workflows, and deliver SLA-compliant solutions for global enterprises.

Software Developer (Intern) - PSK Consultancy

(2010-11 - 2012-05)

Experience in software Development Systems, with the last C#.Net, ASP.net, & SQL Server 2000/2005

• Functional specifications develop and configure
• Application development using C# & .NET Framework 2.0, 3.5
• The Maintenance Phase after implementation at client's place

IT Support Executive at Wipro client – Kansai Nerolac paint (Head office) - Impact InfoTech partner of Wipro InfoTech

(2013-01 - 2015-04)

Experience in IT management

• Handle users Queries /problems over phone take ownership of all the calls coming to service help
• Highly skilled in overseeing the development, implementation and administration of help desk policies
• Hands-on experience in documenting and maintaining a knowledge base of technical issues
• Demonstrated experience of managing a technical support team with strategic planning
• In depth knowledge of evaluating tickets to determine trends and escalation paths
• Able to lead, motivate and train IT helpdesk team
• Acted as the main point of contact for the help desk by coordinating tasks and events as required
• Processed requests to achieve targets
• Oversaw help desk personnel to maintain quality of service provided
• Evaluated tickets and administered departmental change management
• Maintained logs of complaints and resolutions
• Troubleshoot hardware, software and network communication
• Installed new personal computer systems
• Managed and maintained tickets and work request queue
• Provided support to end-users for common applications including MS Office, Windows
• Maintained hardware and software inventories
• Monitored client side anti-virus software
• Manage Dashboard & generation MIS report with details on complaint logged, status of each
• Reduction of customer &providing 1st time Resolution to Issues
• Prepare MOM report weekly &work on
• Knowledge of Active Directory Services; Active Directory Group Policy Objects (GPO); Group Policy Management Console (GPMC); DHCP
• Managing Backups and Restoration of data Using Symantec Backup Exec 2010 & Windows NT Backup
• Added and removed server roles and features; configured AD Domain Services roles; configured network infrastructure roles; configured file and print services
• Managed local, roaming, and mandatory profiles planed strategy for placing Global Catalogue (GC) and evaluated the need to enable Universal Group Caching
• Created the Forest Root domain, and a Child domain in a production environment
• Managed an Active Directory site; user and group accounts in an Active Directory environment
• Designed, planned and implemented Group Policy, delegation strategies and OU structure
• Managed user accounts, groups, print queues and controlling access rights using Active Directory
• Maintaining & creating Email id & managing their mailbox with mailbox Features
• Distribution list, license subscription, Shared mailbox, user rights & permissions
• Manage User Disk Quotas & Sending/ReceivingAble to configure policies for domain users
• Creating groups for differentiate user priority
• Maintaining and creating user accounts and groups by assigning Read, Write, Modify, Full access Permissions
• Installation & Configuration of File Server, Manage Shared Folder
• Performing daily activities like Event logs, Event Comb, Daily Checklist, Filling Backup report

IT service Executive-L2 at Gammon India IBM client - Future focus infotech

(2015-05 - 2016-12)

Experience in Executive in IT management

• Handle users Queries /problems over phone take ownership of all the calls coming to service help
• Highly skilled in overseeing the development, implementation and administration of help desk policies
• Hands-on experience in documenting and maintaining a knowledge base of technical issues
• In depth knowledge of evaluating tickets to determine trends and escalation paths
• Acted as the main point of contact for the help desk by coordinating tasks and events as required
• Processed requests to achieve targets
• Evaluated tickets and administered departmental change management
• Maintained logs of complaints and resolutions
• Troubleshoot hardware, software and network communication
• Managed and maintained tickets and work request queue
• Creating PO in ERP to procurement
• Monitored client side anti-virus software
• Providing L1 support for link down issue
• Manage Dashboard & generation MIS report with details on complaint logged, status of each
• Reduction of customer &providing 1st time Resolution to Issues
• Prepare MOM report weekly & Monthly work on
• Maintain and update ASSET management
• Maintaining & creating Email id in Exchange as well as Lotus live
• Manage User Disk Quotas & Sending/Receiving rights

IT service Assistant-LOREAL India Pvt Ltd-TCS client - Dixit InfoTech (TCS)

(2017-01 - 2017-08)

Experience in Executive in IT management

• Handle users Queries /problems over phone take ownership of all the calls coming to service help
• Providing remote support through phone mail and SSCM tool
• Maintain and update ASSET management and Asset tagging as per customer requirement (laptop/desktop/printer /Data card/IP phone and otter pheripherical)
• Working as SSCM/Bit locker environment for deployment of OS
• Providing L1 support for the VC rooms (Checking Power and cable connections, Try Rebooting the systems, etc.) maintaining checklist
• Working on HP portal to procurement for HP laptop/Desktop and other accessories
• use most often, such as specific product lifecycle information and order status
• AS per customer requirement Working as many different application such as Arkadin Academy/air watch/one drive/ Nielson Database/safe net/good work and good Access
• Managing and derive the Activity as per compliance
• Providing L1 support for link down issue
• Providing vendor management such call logging, follow-up with vendor for resolution
• Creating PO in Speed application to procurement
• Leading team of 15 engineers responsible for technical support with global emplyees
• Ability to manage and solve customers' issues with tech support team
• Resolved and provided guidance to engineers for escalated technical issue
• Participated in client and vendor meeting for providing faster resolution
• Managed daily weekly and monthly dashboard
• Prepare MOM report for weekly and monthly work on
• Handled customers issues and manage daily operations at client site
• Assigning and get task done by the team in giving timeline
• Identified operational issue and derives goals and plans to address them
• Co ordinate and focus on goal plan
• Able to lead, motivate and train IT team

O365-AD management at Lupin IBM client - Future focus infotech

(2017-10 - 2023-01)

Experience in Active directory /office 365/RPA and ITSM support and client application

• Highly skilled in overseeing the development, implementation and administration of help desk policies and Handle users Queries /problems over phone take ownership of to resolving the queries
• Hands-on experience in documenting and maintaining a knowledge base of technical issues
• In depth knowledge of evaluating tickets to determine trends and escalation paths
• Acted as the main point of contact for the help desk by coordinating tasks and events as required
• Processed requests to achieve targets. Evaluated tickets and administered departmental change management
• Maintained logs of complaints and resolutions. Troubleshoot hardware, software and network communication customer & providing 1st time Resolution to Issues by providing rempte support
• Manage Dashboard & generation MIS report with details on complaint logged, status of each
• Prepare MOM report weekly & Monthly work

Bachelor in Computer Engineering - Computer Engineering - Mumbai University (2008 - 2009)

H.S.C. - Mumbai University (2002 - 2002)

S.S.C. - Mumbai University (2000 - 2000)