Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Certification
Languages
Timeline
Generic

Sheetal Chandrakant More

Singapore

Summary

Desktop Support Engineer with 18 years of project coordination experience and expertise in IT Service Management. Proven ability in impact analysis, training development, KPI establishment, and risk mitigation. Skilled in leveraging cloud technologies to enhance service delivery and drive organizational change. Strong technical support background with a focus on troubleshooting and resolving hardware and software issues across diverse environments.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Desktop Support Engineer

LPS Solutions
Singapore
03.2022 - Current
  • Executed comprehensive management of project lifecycles across Network, Systems, Storage, and Cloud infrastructures, delivering quality results on schedule.
  • Facilitated communication between technical and business stakeholders during IT changes to improve transparency.
  • Established and enforced ITSM policies and procedures throughout all change processes.
  • Performed risk and impact analyses on IT change proposals to support informed decision-making.
  • Documented change requests, approvals, and executions to maintain thorough records.
  • Collaborated with incident and problem management teams to effectively resolve recurring IT issues.
  • Provided technical support for hardware and software issues, efficiently diagnosing desktop malfunctions.
  • Configured and upgraded operating systems and applications while managing user accounts in Active Directory.

Desktop Support Engineer

PCCW Solutions
Singapore
09.2014 - 04.2020
  • Streamlined service order processes by reconciling system records with order line items.
  • Managed 'SPORT Singapore Council' projects, ensuring seamless implementation of Network, Systems, Storage, and Cloud technologies.
  • Coordinated onboarding and offboarding processes, managing scheduling and service requests.
  • Executed contract reviews and renewals, ensuring compliance and timely updates.
  • Fostered relationships with stakeholders, escalating issues and liaising with vendors for swift resolution.
  • Orchestrated project schedules and resource allocation to guarantee on-time completion.
  • Monitored project financials for budget adherence and precise expense tracking.
  • Delivered insightful status reports to clients and management, showcasing project health and progress.

Vendor Coordinator

HCL Info systems ltd
Mumbai
09.2013 - 09.2014
  • Recorded and reported on metrics according to management.
  • Conducted examinations of assets as requested by asset owners.
  • Facilitated vendor performance monitoring and provided formal feedback.
  • Managed vendor relationships and negotiated contracts and work statements.
  • Coordinated with engineers and vendors to ensure timely task completion.
  • Coordinate vendor activities to ensure timely delivery of goods and services.
  • Maintain accurate records of vendor contracts, performance, and compliance.
  • Communicate effectively with vendors to resolve issues and negotiate terms.
  • Monitor vendor performance metrics and implement improvement strategies.
  • Assist in onboarding new vendors and conducting due diligence.
  • Prepare and review purchase orders, invoices, and payment documentation.
  • Track vendor deadlines and ensure adherence to contractual obligations.
  • Maintain strong vendor relationships to support ongoing procurement needs.

Service Coordinator

Dell
Mumbai
04.2009 - 09.2013
  • Managed door-to-door installation and service support for Dell, ensuring customer satisfaction.
  • Scheduled and prioritized ticket downloads via SAP, meeting stringent SLA requirements.
  • Assigned and coordinated tasks with engineers based on location, maintaining efficiency.
  • Handled escalations and communicated effectively with stakeholders to resolve issues promptly.
  • Trained team members on ticketing tools and best practices to enhance service delivery.
  • Coordinate client appointments and service schedules efficiently.
  • Communicate effectively with clients to understand their needs and concerns.
  • Collaborate with technical teams to ensure timely service delivery.
  • Manage service requests and prioritize tasks based on urgency.
  • Prepare and send service reports and follow-up documentation.
  • Update and maintain accurate client information in CRM systems.
  • Ensure compliance with company policies and industry regulations.

Junior Operation Executive

Emerson (Eureka Outsourcing Solution)
Mumbai
05.2004 - 04.2009
  • Prepared invoice copies, AMC agreements, and bank guarantees for client dispatch.
  • Followed up with clients for pending payments and TDS collections.
  • Coordinated directly with clients and sales teams regarding payment issues.
  • Updated daily payment collection reports for team leaders and management.
  • Compiled monthly MIS reports detailing AMC and payment metrics for business revenue assessments.
  • Monitor and manage service level agreements to ensure timely delivery of client services.
  • Track and report on key performance indicators for service delivery efficiency.
  • Schedule and prioritize daily tasks to meet service level commitments.
  • Communicate service updates and issues clearly to stakeholders and clients.
  • Identify opportunities for process improvements to enhance service quality.
  • Assist in developing and implementing service improvement plans.
  • Maintain accurate records of service requests, incidents, and resolutions.
  • Conduct regular reviews of service performance with clients and internal teams.
  • Ensure compliance with company policies and contractual service obligations.

Education

Bachelor of Commerce -

Mumbai University
Mumbai
01.2009

Skills

  • Leadership and project management
  • Organizational skills
  • Active listening
  • Microsoft Office suite
  • Flexibility and adaptability
  • Network troubleshooting
  • Active Directory administration
  • Technical support
  • System upgrades
  • Project coordination
  • Service order reconciliation
  • Vendor management
  • Compliance monitoring
  • Pressure management
  • Team collaboration
  • Coordination expertise
  • IT service management
  • Service request handling
  • Change management
  • Self-motivation
  • Time management
  • Multitasking ability
  • Dedication and hard work
  • Stress management strategies
  • Teamwork skills
  • Computer proficiency
  • Virtual private networks (VPN)

Languages

English

Personal Information

  • Date of Birth: 05/03/86
  • Nationality: Singaporean PR
  • Marital Status: Married

Certification

  • ITIL Foundation

Languages

English
First Language

Timeline

Desktop Support Engineer

LPS Solutions
03.2022 - Current

Desktop Support Engineer

PCCW Solutions
09.2014 - 04.2020

Vendor Coordinator

HCL Info systems ltd
09.2013 - 09.2014

Service Coordinator

Dell
04.2009 - 09.2013

Junior Operation Executive

Emerson (Eureka Outsourcing Solution)
05.2004 - 04.2009

Bachelor of Commerce -

Mumbai University

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Sheetal Chandrakant More