Kiran Shinde

• Resolved high-priority P1/P2 incidents within defined SLAs, coordinating with technical teams
and vendors to minimize downtime.
• Led bridge calls for major incidents, conducted root cause analysis (RCA), and implemented
preventive measures to reduce recurring issues.
• Managed end-to-end incident lifecycle in ServiceNow (ITSM), ensuring accurate documentation
and continuous service improvement.
• Collaborated cross-functionally with infrastructure, network, and application teams to drive
swift resolution of complex outages.

• Delivered Tier 1 & 2 support on AWS and on-premises clusters, resolving API failures, workflow
issues, and email connector configurations.
• Supported cloud migrations and infrastructure configurations including DNS, SMTP, mailbox
setup, and MFA/SSO provisioning.
• Troubleshot network, database, and API issues using SQL and JSON analysis, achieving
approximately 90% first-contact resolution rate.
• Administered ConnectWise PSA platform, managed service tickets, and maintained detailed
knowledge base documentation for recurring issues.

• Resolved customer issues related to broadband, routers, WiFi, and network connectivity via
remote troubleshooting (VPN, DNS, SFTP).
• Served as escalation point for critical network incidents, coordinating with NBN and internal
teams to ensure rapid resolution and high CSAT.
• Configured network settings, user accounts, and secure access controls (MFA/SSO) for
enterprise and residential customers.
• Created and maintained knowledge base content, reducing average handle time by
standardizing resolution procedures.