Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Mehul Jasrotia

Mehul Jasrotia

Faridabad

Summary

Dynamic IT Support Specialist with a proven track record at MongoDB, excelling in troubleshooting and optimizing IT operations. Expert in identity management and adept at using tools like Zendesk and JIRA. Recognized for enhancing user experience and delivering impactful training sessions, while effectively managing multiple projects under tight deadlines.

Overview

4
4
years of professional experience

Work History

IT Support Specialist 2

Mongodb
Gurugram
01.2023 - Current
  • Results-driven IT Support Specialist with experience in resolving Tier 1 and Tier 2 technical issues across various platforms, including Mac, Windows, and Linux. Adept at managing IT operations, troubleshooting system and application issues, and ensuring seamless user experience. Skilled in identity and access management, support portals, and process optimization.
  • Key Skills:
  • Technical Support: Troubleshooting laptop setup and enrollment, OKTA, Microsoft Identity Management, Azure AD, VPN, 2FA, shared drives, ERP apps, and access issues.
  • IT Operations: Managing incident resolution, system configurations, and IT service management using Zendesk, ServiceNow, and JIRA.
  • User Support: Handling G Suite, Outlook, MS Office, MS Teams, Slack, VoIP, AirWatch, basic Salesforce, and Lucid, ensuring smooth operations.
  • Process Improvement: Conducting quality audits, creating knowledge base articles, and developing workflows for new and existing projects.
  • Leadership and Training: Delivering new hire IT orientation, conducting knowledge transfer (KT) sessions, and overseeing team management in the absence of a manager.
  • Project Management: Testing bots, new OS, and security features, along with contributing to IT projects beyond daily tasks, and combining with different teams for cross-functional support collaboration.
  • MDM: Have an understanding of Mobile Device Management for mobile devices and laptops. (e.g., Workspace ONE, Jamf)

Research analyst

Vaco binary
Gurgaon
01.2021 - 01.2023
  • Data Analysis & Research: Collected, analyzed, and interpreted large datasets to identify key trends and insights.
  • Google Proprietary Tool – Hume: Worked extensively with Hume to process and analyze vast amounts of data efficiently.
  • Knowledge Base Management: Created, maintained, and updated documentation to ensure accurate and up-to-date information for the team.
  • Critical Thinking & Problem-Solving: Evaluated complex data sets to generate meaningful reports and strategic recommendations.
  • Technical Proficiency: Used various research tools and software to enhance efficiency and accuracy in data processing.
  • Communication & Reporting: Presented findings in a clear and structured format, helping stakeholders make informed decisions.
  • Time Management & Multitasking: Managed multiple projects simultaneously while meeting tight deadlines with high-quality output.

Education

B.tech -

University of petroleum and energy studies
Dehradun
06.2019

Skills

  • Slack
  • Zendesk
  • Jira
  • Okta
  • Mac
  • Networking
  • Troubleshooting
  • Windows
  • Workato

Accomplishments

  • Resolved 100+ technical issues per month while maintaining a 95% SLA, and a 99%+ CSAT score
  • Developed and maintained knowledge base articles to enhance self-service IT support
  • Led process creation and workflow optimization for IT support functions

Timeline

IT Support Specialist 2

Mongodb
01.2023 - Current

Research analyst

Vaco binary
01.2021 - 01.2023

B.tech -

University of petroleum and energy studies

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Mehul Jasrotia