Hitesh Vaghela
Vadodara
Summary
Solution-focused Help Desk Specialist known for high productivity and efficient task completion. Specialize in technical support, problem resolution, and user assistance. Excel in communication, adaptability, and patience to ensure customer satisfaction and resolve complex issues with ease.
Overview
12
12
years of professional experience
Work History
Helpdesk Specialist
Stemmons Business Service Pvt.Ltd
01.2024 - Current
- Intune's Basic Hands-On Experience.
- Work on USA IT projects, and provide remote support to Boxer Property's overseas employees and local users.
- Provide technical support via remote tools. Like Go to Assist, MS Teams, etc.
- Manage Microsoft Active Directory and Group Policies.
- Manage Users and Devices in Azure Active Directory.
- Installing, configuring, and monitoring LAN and network.
- Creating, modifying, and deleting user accounts, groups, computer accounts, organizational units (OUs), and other objects in the directory service database.
- Troubleshoot various Office 365 issues, including connectivity and mobility.
- Install appropriate software packages, Windows update patches, networking components, and office applications through SCCM, and the remote tool.
- Office 365 support (Exchange Online, Azure AD, MDE Endpoint Security, Teams).
- Configure and manage users and mailboxes in Active Directory, Exchange, and Office 365.
- Monitor alerts come from SCOM, MDE, Office 365, Azure, and act accordingly to alert severity.
- Assign tickets in the ticketing tool, update periodically, and ensure SLAs are met.
- Assist in the customization and adaptation of existing programs to meet users' requirements.
- Raise a ticket and follow up for internet-down cases with the respective USA ISP.
- Troubleshooting network/ISP issues.
- Install, troubleshoot, and resolve desktop, network printers, scanners, and other peripheral issues.
Incident Coordinator
Teleperformance Global Services Pvt Ltd/Commet Solutions PVT.LTD/Kalyani Informix
08.2020 - 01.2024
- Driving the efficiency and effectiveness of the incident management process
- Monitoring the effectiveness of incident management and making recommendations for improvement.
- Ensuring that all IT teams follow the incident management process for every incident.
- Co-ordination with engineers regarding incident and after understand the incident, immediate interact with respective SMEs (Network team, Server team, Software team, Avaya voice team, TCS Team & Vendors).
- Coordinating with Teams to provide RCA of every Incident and sharing the details with clients.
Desktop Support Engineer
Elegant Network Services Pvt.Ptd.
09.2019 - 08.2020
- Installing, Configuring and monitoring LAN, Network.
- Management like configuring services, protocols such as TCP/IP.
- Traveling to client’s location or connecting via remote link.
- Troubleshoot hardware and software issues.
- Installing and maintaining hardware and computer peripherals.
- Installing and upgrading operating systems and computer softwares.
- Handled the issue of Agent Level, SBI Client-Site Head, AGM Level and Teleperformance Client Operations Manager, Senior Director, Vice President
- Office 365 Manage all users mails backup & passwords, Mailbox space, configuring into outlook
- Office 365 configuration and migration for user mail boxes.
- AVAYA VOIP Configuring Avaya phones and performing Avaya phone related troubleshoot
- Responding to client support requests.
- Contacting clients to find out nature of problem.
- Troubleshooting networking and connection issues.
- Advising on software or hardware upgrades.
- Providing basic training in computer operation and management.
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
- Develop training materials and procedures, or train users in proper use of hardware or software.
Facility Management Engineer
Kalyani Informix Pvt.Ltd.
01.2016 - 05.2017
- Appointed as Desktop Support Engineer
- Associates with Serco BPO Pvt. Ltd.
- Managing 600 Systems In domain.
- Managing assets register for all devices.
- Troubleshoot local issue on systems day to day.. Working on McAfee EPO for system complaint management.
- Working on patch deployment for all the systems.
Facility Management Engineer
Elegant Network Services Pvt.Ltd
09.2013 - 12.2015
- Installing, maintaining, and troubleshooting of Desktop PC and Network printers.
- Responsible to handle with administrating & optimizing the internal LAN WAN
- Documentations of daily call register, Hardware inventory, assets register.Maintained Video Conference device.
- Co-ordinates with IT staff or vendors for troubleshooting technical problems with desktop computing equipment, printers and software.
Education
Microsoft Certified Azure(AZ 104) -
System Administrator
Gujarat04.2024
Hardware and Networking course -
Jetking
Gujarat08.2009
B.C.A -
Mewar University
06-2013
HSC - Commerce
GHSEB
Gujarat05.2007
SSC -
GSEB
Gujarat05.2005
Skills
- Intune
- Azure Cloud Platform
- Active Directory
- Azure storage
- Virtual networks
- Ability to multitask
- Multi-factor authentication
- Azure virtual machines
- Group policy
- Office 365
- Server
- Azure Active Directory
- Network troubleshooting
- Office 365 support
- Storage account redundancy
Timeline
Helpdesk Specialist
Stemmons Business Service Pvt.Ltd
01.2024 - Current
Incident Coordinator
Teleperformance Global Services Pvt Ltd/Commet Solutions PVT.LTD/Kalyani Informix
08.2020 - 01.2024
Desktop Support Engineer
Elegant Network Services Pvt.Ptd.
09.2019 - 08.2020
Facility Management Engineer
Kalyani Informix Pvt.Ltd.
01.2016 - 05.2017
Facility Management Engineer
Elegant Network Services Pvt.Ltd
09.2013 - 12.2015
Microsoft Certified Azure(AZ 104) -
System Administrator
Hardware and Networking course -
Jetking
B.C.A -
Mewar University
HSC - Commerce
GHSEB
SSC -
GSEB
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