Arsh Mahajan
IT Analyst
Chandigarh,CH
Summary
Dynamic IT Analyst with over 7 years of experience at Rackspace, excelling in IT troubleshooting and cloud computing. Proven track record in enhancing client satisfaction and securing contract extensions through effective problem resolution and strategic IT solutions. Skilled in data analysis and committed to continuous improvement in service delivery.
Overview
7
7
years of professional experience
1
1
Certification
3
3
Languages
Work History
IT Analyst
Rackspace
01.2024 - Current
- Seasoned IT Professional: Over 7 years of comprehensive IT support experience, including 20 months (since January 2024) at Rackspace Technology, dedicated to ensuring seamless technology experiences for clients.
- Advanced IT Troubleshooting: Expertly resolves a wide array of IT issues, including complex Microsoft-related challenges (Outlook, WiFi, BSOD, TPM errors, BIOS, Office 365, Excel, Word), leveraging command prompt and Registry Editor for in-depth diagnostics.
- Cloud Infrastructure Management (AWS & Azure): Proficient in managing and monitoring critical cloud services across AWS (IAM, EC2, Lambda, S3 Buckets, Bedrock, Cloudwatch, Workspaces) and Azure/Azure AD, including snapshot rebuilds and restores.
- Python Scripting & Automation: Skilled in developing and utilizing Python scripts and programming for automation and efficiency, employing tools like Writebox and Notepad++ for script creation.
- Endpoint Security & Device Management: Implements robust device security using MDM and MAM solutions, including hands-on administration of MDM Intune and Duo MFA, ensuring compliance and user enrollment via Microsoft Authenticator and Company Portal.
- Network & Server Administration: Possesses strong knowledge of networking fundamentals (DNS, DHCP, port forwarding) and extensive experience with Windows Server, including Active Directory user creation/termination and backup tools.
- IT Service Management & Ticketing: Adheres to ITIL processes and Agile methodologies (ITIL with Agile, Scrum), utilizing Service Now as the primary ticketing tool for prioritizing and managing service requests.
- Critical Incident & Outage Handling: Proven ability to independently manage and resolve critical issues and outages, including during weekend shifts, and effectively address problems following service batch completions or updates.
- Client Relationship & Contract Extension: Supports Rackspace's largest US client, fostering healthy client relationships that directly contributed to a 3-year contract extension.
- Remote Support & Management: Proficient in providing efficient remote assistance and management using tools like Ninja RM, ensuring comprehensive support for distributed client environments.
- Data Analysis & Reporting: Generates insightful reports and dashboards using Power BI and Tableau for data collection analysis, supporting informed decision-making for internal teams and clients.
- Knowledge Base & Documentation: Creates comprehensive IT Knowledge Base articles and develops Scope of Work (SOW) documents, enhancing organizational efficiency and standardizing support procedures.
- M365 & Exchange Online Specialist: Possesses deep expertise in Microsoft 365, including Exchange Online, and has experience with user migrations from on-premise environments to Exchange Online.
- Certifications & Continuous Learning: Holds a Certified Solutions Architect Certificate from AWS and has completed the AI Practitioner AIF C01 course by Stephane Maarek, demonstrating a commitment to advanced technical knowledge.
- Strategic & Presentation Support: Assists Leads in preparing Quarterly Business Review (QBR) and Monthly Service Review (MSR) presentations, showcasing strong communication and analytical skills.
IT Project Coordinator
Bluebash Consulting Pvt Ltd
06.2023 - 01.2024
- Marketing Funnel & Landing Page Development: Designed and implemented comprehensive marketing funnels and engaging landing pages for a Canadian client, significantly boosting their sales.
- Digital Platform Utilization: Leveraged key marketing and productivity platforms including Cloudflare, Mailchimp, and Airtable to support client initiatives.
- DNS Records Management: Directly managed DNS records hosting to ensure optimal performance and accessibility for client web assets.
- Sales Growth Contribution: Played a pivotal role in exponentially increasing client sales through well-structured and effective marketing strategies.
- Project Management Office (PMO) Role: Contributed actively in a PMO capacity, overseeing project execution and strategic alignment.
- Company Growth & IT Practices: Helped the company achieve growth objectives by adhering to and promoting best IT practices within the organization.
- Agile Methodology Adherence: Applied Agile methodologies in project execution, ensuring flexibility, iterative development, and responsiveness to client needs.
- Client-Focused Solutions: Developed solutions with a strong focus on client needs, resulting in tangible business impact for the Canadian client.
- Strategic IT Implementation: Implemented strategic IT solutions that directly supported business development and operational efficiency.
- Cross-Functional Collaboration: Worked collaboratively across teams to achieve project goals and deliver high-quality outcomes for the client.
- Project Monitoring: Monitored project performance metrics closely, making adjustments as needed to stay on track with objectives.
IT Support Specialist
OSI Systems
08.2021 - 06.2023
- Comprehensive IT Support & Troubleshooting: Provided top-tier technical support and troubleshooting for diverse IT issues, including in-depth Microsoft product challenges (Outlook, WiFi, BSOD, TPM errors, BIOS, Office 365, Excel, Word), leveraging Command Prompt and Registry Editor for advanced diagnostics.
- Microsoft 365 & Azure AD Administration: Expertly managed Azure AD, including dynamic DL and DL creation, shared mailbox creation, bulk user management via PowerShell, and handling Exchange Online migrations from on-premise.
- Endpoint Security & Device Management (MDM/MAM): Administered MDM Intune and Duo MFA, securing devices and users according to company policies, including Microsoft Authenticator enrollment and Company Portal synchronization.
- Critical Incident & Outage Management: Independently managed and resolved critical incidents and outages, often during weekends, and ensured timely resolution of issues post-service batch completions or updates. Used ONsolve for critical incident alerts and AWS Cloudwatch for monitoring.
- Cloud Infrastructure & Virtualization (AWS & Azure): Possessed hands-on experience with AWS services (e.g., Cloudwatch, Workspaces, snapshot management) and Azure, including rebuilding and restoring snapshots for robust system recovery.
- IT Service Management & Agile Methodologies: Adhered strictly to ITIL Processes and Agile methodologies (ITIL with Agile, Scrum), utilizing Jira by Atlassian as the primary ticketing tool for efficient service request management.
- Documentation & Reporting: Created essential IT Knowledge Base (KB) articles and SOW (Scope of Work) documents. Generated comprehensive reports and dashboards using Power BI and Tableau for data analysis.
- Networking & Server Administration: Possessed strong knowledge of networking principles (CCNA knowledge, DNS, DHCP, port forwarding) and practical experience with Windows Server administration, including AD user creation/termination and backup tools.
- Client Relationship & Remote Support: Cultivated healthy client relationships, supporting OSI Systems' largest US client for over two years, and provided efficient remote assistance using LogMeIn Rescue and MS Teams.
- Local & Global Support & Leadership: Served as a local Desktop Support Professional for the Delhi location, and played a crucial role in helping OSI Systems extend client contracts by two years, often handling high-pressure situations and preparing QBR/MSR presentations for Leads.
Technical Support Analyst
Oceaneering International
09.2019 - 03.2020
- Global IT Support & Advanced Troubleshooting: Provided comprehensive IT support to internal worldwide users, efficiently resolving diverse technical issues, including complex Microsoft stack challenges (Outlook, WiFi, BSOD, TPM errors, BIOS, Office 365, Excel, Word), leveraging Command Prompt and Registry Editor for in-depth diagnostics.
- Cloud Infrastructure Management (AWS & Google Cloud): Managed and monitored critical cloud services across AWS (IAM, EC2, Lambda, S3 Buckets, Bedrock, Cloudwatch, Workspaces, snapshot rebuilds/restores) and Google Cloud managed IT services (Hangouts, IMAP Gmail).
- Endpoint Security & Device Management (MDM/MAM): Implemented robust device security protocols using MDM and MAM solutions, including MDM Intune and Duo MFA administration, ensuring compliance and user enrollment via Microsoft Authenticator and Company Portal.
- IT Service Management & Agile Methodologies: Adhered to ITIL Processes and Agile methodologies (ITIL with Agile, Scrum), utilizing ServiceNow as the primary ticketing tool for efficient service request prioritization and management.
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
- Streamlined support processes by creating comprehensive documentation for common troubleshooting scenarios.
- Critical Incident & Outage Response: Independently managed and resolved critical incidents and outages, including during weekend shifts and post-batch service updates, ensuring rapid resolution and minimal disruption.
- Network & Server Administration: Demonstrated strong knowledge of networking fundamentals (CCNA knowledge, DNS, DHCP, port forwarding) and managed Windows Servers, including Active Directory user creation/termination and backup tools.
- Data Reporting & Knowledge Management: Generated insightful reports and dashboards using Power BI and Tableau for data analysis, and created essential IT Knowledge Base (KB) articles and Scope of Work (SOW) documents.
- Remote Support & Collaboration: Provided effective remote assistance using Bomgar and collaborated seamlessly with cross-functional teams via MS Teams, ensuring efficient support for a global user base.
- Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
Customer Relations Manager
Concentrix
05.2018 - 11.2018
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Implemented effective communication strategies for better understanding of customer needs and expectations.
- Managed customer relations on ongoing basis to maximize customer retention.
- Made customers aware of current and new programs and services.
- Analyzed customer feedback data to identify trends and areas requiring improvement initiatives.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Created customer support strategies to increase customer retention.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Organized regular meetings with stakeholders across departments, ensuring alignment on goals related to improving the overall client experience journey.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Education
M.Tech - Electronics And Communications Engineering
Punjabi University Patiala, Punjab
Patiala 04.2001 -
B.Tech - Electronics And Communications Engineering
Punjabi University Patiala, Punjab
Patiala 04.2001 -
Skills
IT troubleshooting
Performance optimization
Risk assessment
Statistical analysis
Customer support
IT performance reports
System architecture
Cybersecurity expertise
Data analysis
Support documentation
ITIL framework
Cloud computing
Certification
AWS Certified Solutions Architect
Timeline
AWS Certified Solutions Architect
08-2024
IT Analyst
Rackspace
01.2024 - Current
IT Project Coordinator
Bluebash Consulting Pvt Ltd
06.2023 - 01.2024
IT Support Specialist
OSI Systems
08.2021 - 06.2023
Technical Support Analyst
Oceaneering International
09.2019 - 03.2020
Customer Relations Manager
Concentrix
05.2018 - 11.2018
M.Tech - Electronics And Communications Engineering
Punjabi University Patiala, Punjab
04.2001 -
B.Tech - Electronics And Communications Engineering
Punjabi University Patiala, Punjab
04.2001 -