Summary
Work History
Education
Skills
Timeline
Hi, I’m

Varsha Borate

IT Support Engineer
Tampines,Singapore

Summary

Competent Desktop Support Engineer well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.

Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert Microsoft Applications and end users. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.

Work History

Percept Solutions(CMA CGM)

Desktop Support Engineer
01.2023 - Current

Job overview


  • I am L2 level support in a team and hold a crucial responsibility to handle critical Incident tickets regarding Application issue like (LARA,LISA, Load Engine)
  • Configured hardware, devices and software to set up work stations for employees. I do on-boarding and off-boarding process which includes presentation to new hires, introduce them to a company policies and explain an ethics and process to be followed by all the users.
  • In off-boarding upon receiving mail notification from manager follow standard process return of asset and equipment including Password Reset and mail to the generic group.
  • Using ServiceNow for Incident Tickets and Service Requests to assist users and close after issue is resolved without breaching SLA.
  • Hold the DORM (Daily Operations Review Meeting), listen to the queries and raise concerns for a team to work more efficiently.
  • Work on Aging tickets, opened , assigned and unassigned ticket also for escalations route it to a global group.
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
  • Documented and updated known fixes in knowledge base for future reference.
  • Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.

WSH Experts

IT Administrator
04.2022 - 06.2022

Job overview

  • Evaluated business requirements, leveraging information to forecast costs relating to hardware, software and consulting.
  • Directed budgeting studies on current and proposed IT spending plans, determining maximally impactful business enhancements and minimizing wasteful spending.
  • Interfaced with high-level client personnel, collecting performance feedback and integrating positive and negative evaluations into future IT policies.
  • Created remote service interaction scenario manuals, defining appropriate triage and response policies for common ticket types.
  • Reviewed deficiencies based on internal audits and suggested remedies.
  • Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.

LAN Works Pte Ltd

Analyst
11.2014 - 02.2015

Job overview

  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Developed and maintained courteous and effective working relationships.
  • Served customers and followed outlined steps of service.
  • Maximized team knowledge and productivity by training, monitoring and directing employees in application of best practices and regulatory protocols.

MGM Engineering

IT Consultant
08.2011 - 09.2012

Job overview

  • Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
  • Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
  • Created service level agreement for IT operational functions and help desk operations.
  • Met architecture compatibility and guidelines through effective troubleshooting.
  • Led team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
  • Planned and developed interfaces that simplified overall management and offered ease of use.

Pillai's Collage of Arts, Commerce and Science

IT Project Coordinator
07.2009 - 08.2010

Job overview

  • Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
  • Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
  • Interviewed, hired, trained and mentored [20] staff by coaching daily, leading performance reviews and offering constructive feedback.
  • Liaised effectively with others to promote on-going network design, reevaluation and optimization that scaled with company growth.
  • Closely collaborated with project members to identify and quickly address problems.
  • Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.

Education

University of Mumbai
India

Master of Science from Information Technology
08.2011

University Overview

University of Mumbai
India

Bachelor of Science from Computer Science
06.2009

University Overview

Skills

  • Cisco Jabber
  • Deskside Support
  • Hardware Installation
  • Video Conferencing
  • Deployment Leadership
  • Software and Hardware Issues
  • Customer Satisfaction
  • Technical Presentations
  • Staff Support
  • Component Replacements
  • Bug Fixes
  • PC Networking
  • Warranty Requirements
  • Cloud-Based Software Deployment
  • Computer Hardware Knowledge
  • Microsoft SCCM
  • Customer Service
  • Technical Support
  • Installation and Repair
  • Service Order Documentation
  • User Request Coordination
  • Organizational Skills
  • Windows Operating System
  • Troubleshooting and Diagnostics
  • Computer System Diagnostics Software
  • Technical Support and Assistance
  • PC Configuration
  • Resolve Technical Problems
  • Remote Control Software
  • New Software Installations
  • Microsoft Windows and Office
  • Troubleshooting Network Issues
  • Employee Computer Support

Timeline

Desktop Support Engineer
Percept Solutions(CMA CGM)
01.2023 - Current
IT Administrator
WSH Experts
04.2022 - 06.2022
Analyst
LAN Works Pte Ltd
11.2014 - 02.2015
IT Consultant
MGM Engineering
08.2011 - 09.2012
IT Project Coordinator
Pillai's Collage of Arts, Commerce and Science
07.2009 - 08.2010
University of Mumbai
Master of Science from Information Technology
University of Mumbai
Bachelor of Science from Computer Science
Varsha BorateIT Support Engineer