Chaitanya Bhatt

• Developed and implemented IT solutions to streamline business operations.
• Managed software and hardware provisioning for new hires.
• Administered user and group management in Active Directory and G Suite.
• Created and deleted user accounts in SaaS applications.
• Provided support for end-user troubleshooting of application issues.
• Monitored system performance, identifying bottlenecks for optimization.
• Ensured compliance with industry standards in IT solution deployment.
• Analyzed customer satisfaction metrics to enhance service delivery.
• Primary SME of the employee offboarding process in the organization.
• Managing and auditing IT hardware inventory and stock room, and conducting a monthly audit of the IT stock room.
• Creating KPI metrics for the entire Service Desk team.
• Creating high-aging ticket reports and customer satisfaction reports.
• Analyzing DSAT and converting it into CSAT.
• Supporting in the event and company-wide town hall.

Technician

• Company Overview: Client: Honeywell India Private Limited.
• Working with Honeywell International Private Limited as the Honeywell EUS IT Shift Lead. (Designation - Technician)
• Leading Honeywell IT support services and support in the night shift for Honeywell International Services (call center operations).
• Proactively possessing the capability to log, update, and close tickets, prioritize issues, and completely resolve customers' concerns.
• Carefully determining issues and providing support (installing, troubleshooting, configuring, and repairing) for diversified internal and third-party applications for client workstations and servers in desktop and lab environments.
• Doing system health check-ups with the help of the Nexthink tool.
• Knowledge of Microsoft Office 365, MS Teams, OneDrive, and Skype for Business.
• E-mail and VPN configuration on a corporate device, iPhone, as per IT standards.
• Initiate Technical Bridge calls with all supporting teams to resolve ongoing issues or escalations.

Senior Technician

• I moved to General Shift and am working remotely, supporting IT operations and EUS support.
• Quality audit of incident tickets weekly, to achieve 100% quality scores.
• Providing support to fix vulnerabilities on servers.
• WVD (Windows Virtual Desktop) configuration on personal laptops.
• Basic knowledge of Windows virtual machines and their configuration.
• Providing RCA to senior-level management.
• Raising change requests for vulnerabilities on servers and fixing them.
• Sharing ideas and feedback monthly to improve IT operations and services.

• Assigning tickets and service requests to the entire team and taking ownership of teamwork and management.
• Implementing and installing voice/telecom systems and deploying new phones.
• Assigning folder permissions and sharing/security on the file server.
• Keeping track of critical or major incidents and sharing RCA with customers.
• Ensuring that service delivery takes place based on the SLA agreements.
• Creating SOPs and knowledge articles for new hires in the IT team.
• Maintaining Assets inventory of users (laptops, desktops, iPhones, Lync Headsets, etc)
• Windows Phone and iPhone configuration as per company policy and troubleshooting.
• Doing system health checkups with the help of the Nexthink tool.
• Knowledge of Microsoft Office 365, MS Teams, OneDrive, and Skype for Business.
• Knowledge of the NICE monitoring tool and Nice ID creation and deletion.
• Installation, configuration, and troubleshooting of Avaya One-x Agent, Nice, and CMS, along with wireless and wired headsets.
• Initiate Technical Bridge calls with all supporting teams to resolve ongoing issues or escalations.
• E-mail and VPN configuration on Corporate device, iPhone, as per IT standards.

• Installed, configured, and maintained computer hardware, software, and peripherals.
• Diagnosed and resolved hardware and software issues efficiently.
• Troubleshoot network connectivity issues for both wired and wireless connections.
• Configured user accounts, permissions, and passwords according to company policies.
• Assisted in setting up new workstations with appropriate operating systems, software applications, and peripheral devices.
• Provided technical assistance to users in person, via phone or email.