Roles & Responsibilities • Delivered end-to-end L1/L2 support for over 500+ users, ensuring quick resolution of technical issues with minimal business disruption. • Installed, configured, and maintained Windows Server environments including Active Directory, DNS, and DHCP services. • Administered Active Directory by creating and managing user accounts, security groups, and applying Group Policies (GPO). • Diagnosed and resolved complex hardware and software issues across desktops, laptops, and servers. • Configured and troubleshot LAN/WAN networks, including switches, routers, and firewall settings. • Investigated and resolved network connectivity issues such as IP conflicts, DNS failures, and VPN disruptions. • Managed patching and updates using WSUS and automated deployment tools to ensure system security compliance. • Performed root cause analysis (RCA) for recurring incidents and implemented preventive measures. • Monitored system health and uptime using tools like Nagios/Splunk and proactively addressed performance bottlenecks. • Supported remote workforce using VPN, RDP, and remote support tools like TeamViewer and AnyDesk. • Maintained IT asset lifecycle including procurement, installation, tracking, and decommissioning. • Coordinated with third-party vendors for hardware repairs, warranty claims, and replacements. • Created and maintained technical documentation, SOPs, and troubleshooting guides for internal teams. • Ensured compliance with organizational IT security policies, antivirus updates, and access controls. • Assisted in infrastructure upgrades, migrations, and disaster recovery planning and execution.

Roles & Responsibilities • Acted as the primary point of contact for IT support, handling 100+ tickets weekly via ServiceNow/JIRA. • Logged, categorized, prioritized, and resolved incidents in alignment with SLA and ITIL best practices. • Provided remote and on-site support for software, hardware, and network-related issues. • Diagnosed and resolved application issues including MS Ofice 365, Outlook, Teams, and enterprise tools. • Managed user account issues including password resets, account lockouts, and access provisioning. • Supported VPN connectivity and remote access solutions for ofsite employees. • Escalated critical and unresolved issues to L3 teams with proper documentation and analysis. • Maintained high customer satisfaction by providing timely updates and clear communication. • Created knowledge base articles to reduce repeat incidents and improve first-call resolution rate. • Installed, configured, and upgraded end-user systems and enterprise applications. • Performed system health checks and preventive maintenance activities. • Analyzed ticket trends and provided recommendations to improve service delivery eficiency. • Assisted in onboarding/ofboarding processes including system setup and access removal. • Generated reports and dashboards for incident management and performance tracking. • Collaborated with cross-functional teams including network, security, and DevOps teams for issue resolution.