Aryan Parmar
New Delhi
Summary
Experienced ITSM professional specializing in Incident, Problem, Change, and Service Request Management with hands-on expertise in ServiceNow and BMC Helix workflows. Knowledgeable in Microsoft 365, Azure Active Directory, Azure Virtual Desktop, Active Directory, MFA administration, and remote user support. Committed to implementing ITIL best practices and enhancing operational efficiency through effective cross-functional collaboration.
Overview
1
1
Certification
3
3
years of professional experience
Work History
Network Support Engineer
Techwise Digital Pvt .Ltd Client ( NEC India Pvt Limited )
Noida
06.2026 - 07.2026
- Monitored and supported enterprise network infrastructure for 7-Eleven retail stores, ensuring network availability and adherence to SLA requirements.
- Troubleshoot incidents related to Aruba CX 9400 Core Switches, including interface status, port connectivity, VLAN issues, link failures, and hardware alarms.
- Monitor network devices using enterprise monitoring tools and perform proactive health checks to identify and resolve potential issues before service impact.
- Diagnose and resolve LAN/WAN, TCP/IP, DNS, DHCP, VPN, routing, switching, and network connectivity issues.
- Investigated store outages impacting POS terminals, payment systems, self-checkout kiosks, and back-office connectivity to restore operations promptly.
- Analyzed switch logs, interface statistics, and network alerts to troubleshoot issues and escalate complex problems to L2/L3 engineering teams.
- Work with ISPs, field engineers, and internal technical teams during incident resolution and scheduled maintenance activities.
- Create, update, and manage Incidents, Service Requests, and Change Requests while ensuring SLA compliance.
- Perform basic configuration validation and operational support for enterprise switching infrastructure.
Global Service Desk Engineer
Microland
05.2025 - 05.2026
- Client: Marsh & Gurugram McLennan
- Provided first-line and second-line IT support to global users across multiple regions, ensuring timely resolution of technical issues and minimizing downtime.
- Managed incident, request, and problem tickets through ServiceNow, adhering to ITIL best practices and strict SLA compliance.
- Supported technologies including Windows 10/11, Microsoft 365, VPN connectivity, Citrix, and remote desktop solutions to enhance user experience.
- Coordinated with regional IT teams and third-party vendors to escalate and resolve complex issues, facilitating seamless collaboration across time zones.
- Created step-by-step guides and troubleshooting articles for knowledge base documentation, enhancing first-call resolution rates.
- Maintained a strong focus on customer satisfaction, consistently receiving positive feedback from Marsh & McLennan employees worldwide.
EUC Engineer
InKhow Tech Pvt ,Ltd
07.2024 - 04.2025
- Managed end-to-end incident lifecycle using BMC Helix, maintaining high SLA compliance across global user tickets.
- Provided technical support for desktops, laptops, and peripherals, ensuring seamless user experience.
- Documented resolution steps and updated knowledge articles in BMC Helix, enhancing self-service capabilities and tier-1 troubleshooting efficiency.
- Delivered technical support for Zee Noida Enterprises, addressing user issues to maintain operational continuity.
- troubleshooting and replacement (printers, monitors, workstations) to minimize downtime.
Desktop Support Engineer
MN World Pvt Ltd
10.2023 - 07.2024
- Ticket & Incident Management: Efficiently logged, tracked, and resolved incident, service request, and problem tickets using BMC Helix and ServiceNow, ensuring strict adherence to ITIL practices and SLA targets.
- Managed Active Directory (AD) tasks including user account creation, modification, and deletion.
- Group policy administration for security and compliance.
- Executed password resets and account unlocks, enhancing end-user access and support.
- Assigned permissions and access rights across departments, ensuring compliance with security protocols.
- Supported operations at Zee Enterprises by managing administrative tasks, streamlining workflow and improving service delivery.
Education
BCA -
Himachal Pradesh University
Shimla, Himachal Pradesh01-2022
Skills
- ITSM management
- Ticketing Tools: ServiceNow
- BMC Helix, ServiceNow
- Active Directory management
- Operating Systems: Windows 10/ 11
- Microsoft 365: Outlook
- Teams
- OneDrive
- Exchange Online
- Networking: TCP/ IP
- DNS
- DHCP
- VPN
- LAN/ WAN
- Network Security
- Security: MFA
- Microsoft Teams
Languages
- English
- Hindi
- Punjabi
Hobbies and Interests
- Playing Cricket
- Swimming
- Trekking
Certification
- ITIL 4 Foundation
- CCNA
Timeline
Network Support Engineer
Techwise Digital Pvt .Ltd Client ( NEC India Pvt Limited )
06.2026 - 07.2026
Global Service Desk Engineer
Microland
05.2025 - 05.2026
EUC Engineer
InKhow Tech Pvt ,Ltd
07.2024 - 04.2025
Desktop Support Engineer
MN World Pvt Ltd
10.2023 - 07.2024
BCA -
Himachal Pradesh University