Jitendra Rawool
Dombivali
Summary
Experienced Desktop Support Engineer with 5 years of experience providing Level 1 & Level 2 IT support to end users. Skilled in hardware and software troubleshooting, Active Directory management, Windows OS installation, and remote support using tools like Microsoft Teams and Microsoft Endpoint Configuration Manager. Strong ability to resolve incidents within SLA timelines and ensure smooth IT operations.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Insiza Technologies Pvt.Ltd(On Payroll)Deputed through HP Sales Pvt.Ltd at Bajaj Finance Limited)
Mumbai-Thane
08.2023 - Current
- Managed complete Branch IT operations for 280+ end users, including priority technical support for VIP users.
- Worked as per ITIL framework handling Incident, Service Request, Problem, and Change Management processes. Ensured timely ticket resolution within SLA and proper documentation using ITSM tools.
- Performed Windows OS installation, configuration, system formatting, and software deployment across the branch.
- Provided network support including LAN/WAN troubleshooting, IP configuration, VPN connectivity, and DNS/DHCP issue resolution
- Troubleshooting hardware, software, and network connectivity issues.
- Performed Active Directory user account management (password resets, unlocks, group access).
- Troubleshooting hardware issue(Laptop, Desktop , Printer).
- Installed and configured printers, resolving print queue and connectivity issues.
- Handling incidents and service request using ServiceNow.
- Managed incident and escalation processes through ticketing tools, ensuring resolution within defined SLA timelines.
- Resolved user issues remotely using Remote Desktop, Microsoft Teams, and SCCM within defined SLA timelines.
- Coordinated with vendors for hardware procurement, warranty claims, and issue resolution, ensuring minimal system downtime..
- Managing IT assets including laptops, desktops, printers, and accessories.
System Administrator
Techsol Infosec Pvt.Ltd.
Mumbai
11.2021 - 07.2023
- Hardware and Software Troubleshooting of Desktop, Laptop, printers.
- Installations and troubleshooting of OS (Windows XP, 7, 8, 10, 11).
- Installed, Configured, and Managed Windows Servers, troubleshoot and fixed Windows-based software programs.
- Installations, configuration and troubleshooting of local and network printers.
- Knowledge of Active Directory, DNS. A user adds/deletes, basic knowledge of Firewall.
- Handling Client with Remote Access Control using (Any Desk, Team Viewer, VNC).
- Video Conferencing like Cisco WebEx, Zoom, Microsoft team, Skype.
- Install Various Network Devices and Services (e.g. routers, switches, Access points).
- Cisco AP troubleshooting, Outlook configurations and support.
- Maintain IT devices inventory.
- Networking troubleshooting Cisco Access points, routers, and switches.
- Installing Antivirus with update and Secure Data.
Desktop Support Engineer(Tata Memorial Hospital)
Data Care Corporation & Nexus Comp.Pvt.Ltd.
Mumbai
01.2020 - 10.2021
- Installing of all Operation Systems (Windows xp,7,8,10,11).
- Assembling the Computer & Installation of all related drivers.
- Computer and Laptop troubleshooting, LaserJet & Deskjet Printer and Scanner installing, sharing and troubleshooting.
- Installing of Software and 3rd party Applications.
- Giving Support of Dell /Hp / Lenovo / IBM /Acer.
- Providing Support to local users via telephonic support or through VNC and also to the Hospital users through team viewer and Any Desk.
- Installing Handled Escalation & resolved technical issue according to SLA.
- Data backup and restoration.
- Investigate support calls and Resolve incidents and requests.
- Troubleshooting Lan & Wan.
- Site: Tata Memorial Hospital
Education
Bachelor of Science - Information Technology
Mumbai University
05-2016
Skills
- Remote Support Tools: Microsoft Remote Desktop, SCCM Remote Control, MS Teams,AnyDesk
- Ticketing Tools: ServiceNow
- Active Directory: User Creation, Password Reset, Account Unlocked
- Networking :LAN/WAN,DNS,DHCP
- Incident and service request management
- SLA Monitoring & Resolution
Languages
- English
- Marathi (Native)
- Hindi
Personal Information
- Date of Birth: 03/10/95
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Declaration
I hereby declare that information furnished above is true to the best of my knowledge.
Certification
CCNA
NetTech India
Jul 2023
NetTech India
Jul 2023
Timeline
Technical Support Engineer
Insiza Technologies Pvt.Ltd(On Payroll)Deputed through HP Sales Pvt.Ltd at Bajaj Finance Limited)
08.2023 - Current
System Administrator
Techsol Infosec Pvt.Ltd.
11.2021 - 07.2023
Desktop Support Engineer(Tata Memorial Hospital)
Data Care Corporation & Nexus Comp.Pvt.Ltd.
01.2020 - 10.2021
Bachelor of Science - Information Technology
Mumbai University