Gaurav Jangitwar

• Provide L2/L3 support to 400+ enterprise users across multiple locations

Resolve complex Windows OS, application, hardware, and O365 issues

Support Exchange Online: mailboxes, permissions, Outlook troubleshooting

Administer Active Directory (user access, groups, password management)

Deliver VIP / Executive support with high-priority incident handling

Manage incidents via ITSM tools, ensuring SLA compliance

Coordinate with L3, Network, and Security teams for escalations

Maintain SOPs, asset records, and technical documentation

• Managed JIRA & Zendesk tickets for Android/iOS hotel applications.
• Provided 24×7 global application support, including outages and service issues.
• Analyzed application logs using Elastic for failure troubleshooting.
• Tested and validated new & upgraded apps on iPad and Android tablets.
• Configured Chromecast devices, rooms, menus, and GUI updates using DA & Nevaya OS.
• Administered user access, employee IDs, and client coordination using Keypr & ICS.

Configured and deployed desktops, laptops, phones, and workstations for employees and office moves.

Installed, upgraded, and patched hardware, software, OS, and mail clients (MS Outlook) to ensure security and performance.

Provided L1/L2 technical support, proactively troubleshooting issues before escalation.

Monitored system and network performance, generating real-time and historical reports.

Managed Active Directory users, groups, security policies, and SCCM ghosting using Empower ID, RD Web, and CB Protection Agent.

Coordinated with vendors, maintained IT inventory, supported mobile apps (iOS/Android), and created SOPs.