Ketan Jadhav
Mumbai,MH
Summary
Proactive and customer-focused IT Service Desk Administrator with extensive experience delivering end-to-end technical support, managing service requests, and maintaining enterprise IT systems in fast-paced environments. Proven ability to resolve end-user issues efficiently, manage user accounts, and support seamless onboarding and offboarding processes.
Skilled in Windows and macOS support, Active Directory, Azure AD, Microsoft 365 administration, and ServiceNow for incident, request, and asset management. Hands-on expertise in endpoint management using Microsoft Intune and Jamf Pro. Adept at streamlining IT operations, enhancing user satisfaction, and ensuring SLA compliance. Experienced in creating clear and user-friendly technical knowledge base documentation to empower end users and reduce support ticket volume. A strong communicator and collaborative team player with a passion for troubleshooting, automation, and continuous service improvement.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Service Desk Administrator
Newfold Digital
03.2022 - Current
- Provide L1/L2 support for Windows & macOS
- Manage AD/Azure AD user accounts
- Handle onboarding/offboarding processes
- Administer Microsoft 365 & Entra.
- Manage devices via Intune & Jamf
- Maintain IT asset inventory
- Create end-user KB documentation
- Troubleshoot VPN, printers, and network issues
- Utilize ServiceNow for incident, request, and asset management
- Resolved 95%+ tickets within SLA
- Reduced resolution time by 30%
- Published 20+ KB articles
- Automated onboarding tasks
- Improved CSAT to 4.8/5
- Enhanced asset tracking accuracy
- Led smooth tech refresh rollout
- Assisted users with hardware and software installations, ensuring proper setup and configuration for optimal performance.
- Kept up-to-date with industry trends by attending workshops, conferences, and webinars to ensure the application of current best practices in service desk administration.
System Administrator
ALTR Created Diamonds
10.2020 - 03.2022
- Manage end-to-end IT infrastructure, including endpoints, servers, cloud services, and security.
- Lead the administration and optimization of Office 365, Microsoft Intune, AWS, and SharePoint environments.
- Provide seamless technical support to global end-users, ensuring minimal downtime and high user satisfaction.
Information Technology Infrastructure Engineer
VIP Industries Limited
01.2020 - 09.2020
- Supported 100+ users, including CXO-level executives, with end-to-end IT assistance.
- Managed Active Directory, antivirus solutions, ERP systems, and full IT asset lifecycle.
Information Technology System Administrator
Arvind Lifestyle Brands Limited
11.2016 - 12.2018
- Designed and implemented complete office IT infrastructure setups from the ground up.
- Managed network security through firewall configuration and maintenance.
- Oversaw video conferencing systems and led end-to-end vendor coordination and management.
Technical Support Engineer
GMR Group
09.2014 - 02.2016
- Delivered L1/L2 technical support and performed network diagnostics and troubleshooting.
- Managed backup solutions and data recovery processes to ensure business continuity.
Education
High School Diploma -
Vartak College
Vasai, India01-2008
Secondary School Certificate -
G. J.Vartak Vidyalaya
Vasai, India01-2005
Software Engineering -
NIIT
Vasai, India01-2012
Server & Network Administrator -
Jetking
Vasai, India01-2014
Skills
- ServiceNow ticket management
- Management of Azure Active Directory
- Jamf system management
- Remote IT support services
- Backup and recovery strategies
- Management of IT assets
- Information technology compliance
- Technical support expertise
- Hardware troubleshooting expertise
- Intune administration
- IT procurement
- Help desk support
- End user support
- Mobile device management
- Data loss prevention
- Identity and Access management
- Intune device management
- Cloud infrastructure management
- Exchange online administration
- IT documentation
Job Title
IT Service Desk Administrator
Experienced in End-User Support | Microsoft 365 | Intune | Jamf | ServiceNow | AD/Azure | IT Operations
Certification
- The Bits and Bytes of Computer Networking
- Azure Cloud Services
- Technical Support Fundamentals
- Operating Systems and You: Becoming a Power User
- Azure Administration Essential
Awards
Newfold India Award presented to Ketan Jadhav for Operational Efficiency – April to June 2025, Newfold Digital.
Languages
English
Hindi
Marathi
Accomplishments
- 🏆 Awarded "Operational Efficiency" by Newfold Digital for outstanding performance from April to June 2025.
- ✅ Resolved 95%+ support tickets within SLA, consistently maintaining high response and resolution times.
- 📈 Improved end-user satisfaction (CSAT) to 4.8/5 by enhancing support quality and response times.
- 📚 Created 20+ technical knowledge base articles, reducing ticket volume and empowering self-service.
- ⚙️ Automated onboarding processes, streamlining new hire setups and improving turnaround time.
- 💻 Successfully supported 100+ users, including CXOs, managing AD, antivirus, ERP, and full asset lifecycle.
- 🌐 Led implementation of Intune, Office 365, and SharePoint across global teams.
- 🔐 Managed backup and data recovery systems, ensuring zero data loss during critical events.
- 🏢 Designed and deployed full office IT setups, including firewall management and vendor coordination.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridTimeline
IT Service Desk Administrator
Newfold Digital
03.2022 - Current
System Administrator
ALTR Created Diamonds
10.2020 - 03.2022
Information Technology Infrastructure Engineer
VIP Industries Limited
01.2020 - 09.2020
Information Technology System Administrator
Arvind Lifestyle Brands Limited
11.2016 - 12.2018
Technical Support Engineer
GMR Group
09.2014 - 02.2016
High School Diploma -
Vartak College
Secondary School Certificate -
G. J.Vartak Vidyalaya
Software Engineering -
NIIT
Server & Network Administrator -
Jetking
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