Makarand Pendse

** ****** ****** ********, *******, ON, M6M 5J3

416-***-**** ac6vi4@r.postjobfree.com Skype: makarand_pendse

IT Professional with 6 years of experience in System Support, Database Management, Data Analysis, and IT Service Management. Possesses a master’s degree in Information Systems. Looking to leverage my knowledge and experience into a role similar to IT Technical Support / System Administrator or any associate level role in IT Service Management.

Professional Experience

CERES ENVIRONMENTAL SERVICES INC, MN, USA

IT Technical Support Analyst, November 2016 – May 2018

Hands-on experience with Windows/Mac OS and DB servers’ environments, active directory administration, IIS.

Good understanding of computer systems, mobile products, web apps and other tech products. Familiarity remote support for systems and software issue as well as help desk software e.g. logmein, gotoassistetc

Installation & configuration of a company’s computer hardware operating systems and applications

Maintenance and monitoring of computer networks and systems

Logging the queries of customers and employees, Diagnosing and solving hardware or software faults.

Analysis of call logs in order to discover any underlying issues or trend.

Testing and evaluating new technology.

Document technical knowledge in the form of notes and manuals

Excellent problem solving and communication skills

ALCATEL-LUCENT TELECOM LTD, BRISTOL, UNITED KINGDOM

Assistant Maintenance Service Manager Trainee, January 2015 – January 2016

Primary function is to support Service Readiness team

Responsible for creating, managing and maintaining new business pipeline database and reporting for maintenance projects across West Europe. Providing high quality, up-to-date documentation while coordinating with maintenance leads for all service arrangements

Making sure that all accounts and contract details are up to date in central system including Service Agreements and Service Details

Collecting and analyzing maintenance and service data which can be used to plan and manage both projects and systems; Handled Channels Business account for secondary maintenance and support

RING INDIA SYSTEMS, MUMBAI, INDIA

Project Coordinator, September 2012 – October 2014

Solicited qualified referrals from existing clients; achieved assigned Client acquisition goals

Knowledge & comprehensive understanding of hardware and software installation & testing; Troubleshot on site or remotely with customers’ issues related to hardware or software issues; troubleshooting and fixing existing application

Forecasting and reporting any needed technical improvements or back-up and recovery plans

Answering inquiry, questions & complaints of clients in order to keep revenue generation of the division and vendor Management

Recorded, transcribed and maintaining project related database, while performing duties of site in-charge

PATNI COMPUTER SYSTEMS, MUMBAI, INDIA

Systems Engineer, April 2010 – August 2010

Member of CSI (Continuous Service Improvement) team and the experience as Quality Assurance executive – Business Unit IMS

Understanding of ITIL and Six Sigma concepts and implementation; Responsibilities includes performing quality audits of projects and quality analysis for the same

Responsible to check the requirement for implementation of ticketing tool and Run-book if needed

Documenting, developing and maintaining projects’ data

5R INFOCORP, MUMBAI, INDIA

Jr Software Developer, January 2009 – January 2010

Rich domain knowledge & understanding of software & designing tools

Proven technical and analytical skills, with sound understanding of creating new software & systems, designing, analysis, testing; database development(SQL) and coding for modules(Java) while structuring customized software solutions to meet customer’s specific needs

Interact with the client and team to understand the requirements

Responsibilities include designing and building web application modules based on java. Provide unit and integration testing as required

Responsible for the documenting, developing and maintaining software application process and create run-book or manual for training purposes.

Education

MAHARASHTRA INSTITUTE OF TECHNOLOGY, UNIVERSITY OF PUNE, INDIA

Graduated with Masters’ Degree (Information Systems) in 2012

Additional Skills

Technologies

-Proficient in MS Office

-Programming Languages C++, Java

-Web technology HTML

-Database MS SQL

-OS Windows and Mac

Knowledge of Six Sigma and ITIL

Communication

-Excellent Communication skills and experience in being at frontline with vendors and customers

-Multi-lingual in English, Marathi, Hindi, Gujrati

Organizational

-Highly organized with positive ‘can do’ attitude, knowledge of progress monitoring and reporting

-Ability to use information to solve problems, identification of opportunities, recognizing problem areas and implementing solutions; contributing to objectives

-Team handling experience up to 10 team members

Work Authorisation Status

-I have "Canadian Permanent Residency" and I can work for any employer in Canada.

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