AKSHAY GUJJAL

IT Support Manager

RightTaxMate

08.2023 - Current

Managing IT operations supporting 3,750+ US-based clients in taxation and financial compliance
Orchestrated comprehensive IT support infrastructure serving 3,750+ US clients across taxation, financial reporting, and compliance platforms, maintaining 98.5% system availability during critical tax filing periods
Reduced average ticket resolution time by 40% (from 6 hours to 3.6 hours) through implementation of intelligent triage system and knowledge base optimization
Managed laptop lifecycle for 150+ remote employees including procurement, configuration, deployment, and asset tracking using standardized documentation protocols
Administered client portal access control and identity management for 3,750+ users, implementing role-based permissions that reduced unauthorized access incidents by 95%
Led cross-functional collaboration with tax compliance, accounting, and operations teams to ensure seamless technology integration supporting GAAP and IRS regulatory requirements
Implemented automated monitoring system that proactively identifies 85% of potential system issues before client impact, improving SLA compliance from 82% to 96%
Conducted daily system health checks across client portals, communication platforms (Teams, Aircall), and financial software (QuickBooks), resolving critical issues within 1-hour SLA
Developed comprehensive IT documentation and standard operating procedures (SOPs), reducing onboarding time for new support staff by 50%
Coordinated vendor relationships for hardware procurement, software licenses, and third-party integrations, negotiating contracts that reduced IT costs by 18%
Trained and mentored team members on troubleshooting methodologies, cybersecurity best practices, and client service excellence in high-pressure financial environments
Financial Services & Tax Compliance
Key Achievements:
Key technology initiatives:
Piloted RPA solution automating routine password resets and access provisioning, reducing manual workload by 200+ hours quarterly
Implemented secure document-sharing protocols using Dropbox and SharePoint, ensuring compliance with financial data protection regulations
Designed backup and disaster recovery procedures tested quarterly, achieving 99.9% data integrity during simulated failover scenarios
Led migration of 50+ client portal users to upgraded authentication system with zero downtime during peak tax season