Ankitkumar Panchal

• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
• Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
• Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
• Played a key role in maintaining business continuity during high-impact incidents by quickly identifying root causes and implementing effective recovery strategies.
• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
Generating incident reports, analyzing trends, and providing insights to improve service quality and reduce incident frequency.

• Managed file server permissions on terminal servers, conducted ping and trace analysis, and resolved issues related to VMware, Active Directory, Group Policy, DNS resolution, and TCP/IP settings. Conducted LAN connectivity checks and worked on Dell EMC and R700 Edges servers within data center structures.
• Performed system image backups using Acronis True Image, including ghost file creation for efficient disaster recovery.
• Coordinated and supported virtual conferences (Zoom, Microsoft Teams, WebEx) and ensured stable projector connections with laptops for seamless meetings.
• Gained foundational knowledge of VMware vSphere Client version 6.5 tools, including VCenter, Vmotion, and High Availability features.
• Managed Windows Server 2012/2012R2 environments, configuring servers, and installing various roles and services to optimize performance and reliability.
• Supported client conference meeting devices, particularly Cisco WebEx, ensuring smooth operation during meetings.
• Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
• Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
• Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.

• Working as a Technical Support Engineer at Swastik Network Systems, Vadodara. Providing IT laptop, desktop, and workstation hardware support to Vadodara District.
• Daily hardware calls, and we have to troubleshoot it and rectify the exact problem at the customer's locations.
• Evaluate and troubleshoot client issues using problem-solving skills to prioritize, escalate, and track incidents to closure under pressure.
• Diagnosed, troubleshooter, and resolved hardware,software, and other network and systems problems and replaced defective components when necessary.

• Handle basic Windows Server 2003 & 2008 and handle backup servers.

• Create a backup through SQL Database Studio and send it back to the IT Manager situated in Mumbai HQ.

• Handle and monitor 12 CCTV cameras in the cinema area and submit all monthly CCTV camera footage to the nearest police station for security purposes.

• Responsible for all cinema IT assets as well as Bio-Metric for daily attendance.

• Provide support for AGS Primus and Posiflex POS (point of sale) systems.

• Upgraded new Showbiz 4.5 software upgrade and installations in the server and another local machine for new ticketing and POS (point of sale) via the web.

• Giving training to all Mukta Cinema staff for new Showbiz 4.5 on how to use it and better than the older version.

• Taking remote support via Any Desk, Ammyy Admin, Team Viewer, and Tight VNC software.

• Led a team of IT professionals to streamline processes, resulting in increased efficiency and productivity.

• Providing IT support within the framework of the ITIL (Information Technology Infrastructure Library) process that provides best practices for aligning IT with business needs.
• Successfully maintaining and upgrading PCs & laptops, including HP, IBM, Lenovo (ThinkPad), and Dell Range.
• Responsible for the key user using iPhone and iPad-related issues (e.g., Power Division Head and CMC Member).
• Evaluate and troubleshoot client issues using problem-solving skills to prioritize, escalate, and track incidents to closure under pressure.
• Daily testing Video Conferencing with other location and coordinating with the vendor if found any problem.
• Responsible for Call login, Closing and IMAC processes on IS Helpdesk IBM Tool within the SLA.
• Providing all kinds of IT support from planning to implementation of the infrastructure.
• Providing technical support to team members for the critical problem for laptop hardware.
• Check customer satisfaction level on a daily basis.
• Installing and maintaining various standard software as per user requirements
• I attended Office 365 training with Microsoft Office Expert via video conference.
• Set up and configure desktop and laptop computers.
• Troubleshoot client VPN connection issues.

• Done duty as a front-line support technician for more than 500 customers.
• Experience in handling external clients.
• Responsible for delivering support through telephone, desk-side visits, and email.
  Remote troubleshooting (TeamViewer). Comprehensive knowledge of Microsoft Office applications, Internet Explorer, Mozilla Firefox, Adobe Acrobat, Internet Explorer, and other software applications.