Ritesh Makwana

• Technical Support Provide advanced troubleshooting and resolution for incidents and service requests, including hardware, software, and network issues Serve as the primary escalation point for complex technical problems.
• Perform root cause analysis (RCA) for recurring issues and work with relevant teams to implement permanent fixes. Incident and Request Management Log, categorize and prioritize tickets in the IT Service Management (ITSM) system.
• Ensure incidents and requests are resolved or escalated within SLA timelines. Follow up with stakeholders to confirm resolution and gather feedback.
• Knowledge Management and Mentorship Create and update knowledge base articles, troubleshooting guides, and user documentation.
• Mentoring, training, and guidance to junior service desk analysts.
• Lead team knowledge-sharing sessions to address common issues and solutions.
• Process Compliance and Improvement Ensure adherence to ITIL-aligned processes for incident, problem, and change management.
• Identify process inefficiencies and propose solutions to improve service delivery.
• Collaborate with IT teams to streamline workflows and enhance the user experience.
• Customer Engagement and Satisfaction Build strong relationships with end-users and stakeholders to enhance customer satisfaction.
• Actively monitor customer feedback and address any concerns or complaints.
• Advocate for end-user needs in discussions with IT leadership and technical teams.
• System Monitoring and Reporting Monitor IT systems and services to identify potential issues proactively.
• Generate and analyze reports on service desk performance, ticket trends, and SLA adherence.
• Recommend and implement actions based on performance metrics

• Good Exposure in office 365 like Managing distribution lists, mailboxes, audit logs, eDiscovery searches, and mailbox retention policies
• Skills in Office 365 applications like power automate, SharePoint and One drive
• Have experience of creating and maintaining Sharepoint knowledge sites
• Implemented IT policies and procedures
• Provided technical training to team members
• Maintained servers, desktops, routers, switches, firewalls, and other IT equipment
• Audit on a periodic basis
• Installed, configured, and maintained network devices
• Managed Watchguard Firewalls, including policy creation and VPN connectivity
• Exposure of PowerShell Scripting Language for office 365 related tasks, Handling Security incidents and alerts in Office 365
• Acted as an L2 & L3 escalation point for application support
• Extensive knowledge of JobDiva, an ATS Platform for recruiting for implementation and integration with different services
• Interacting with various Service providers regarding implementation and ongoing issues
• Asset Inventory Management
• Managed Active Directory and Group Policies

• Installed and configured Windows operating
  systems
• Troubleshot software, hardware, and networking
  issues
• Configured network settings for TCP/IP and
  internet setup
• Handling approximately 10-20 Tickets per day
• Resolved issues related to operational
  components for LAN, WAN.
• Resolved issues and escalated problems with
  knowledgeable support and quality service.

• Provided technical support for hardware,
  software, and network issues, ensuring timely
  resolution and minimal disruption to business
  operations.
• Administered Active Directory environments and
  implemented group policies to manage user
  access, security settings, and permissions across
  the network.
• Monitored and maintained CCTV surveillance
  systems to ensure consistent operation and
  security coverage.
• Configured, managed, and maintained Quick
  Heal Firewall to safeguard the network from
  external threats and ensure data integrity.
• Installed, configured, and supported a variety of
  IT equipment, including desktops, laptops,
  printers, and peripheral devices, to meet
  organizational needs.
• Managed user accounts, permissions, and
  password policies in Active Directory, ensuring
  secure access to network resources.

• Performed diagnostic tests on laptop hardware to
  identify malfunctions, providing timely solutions to
  enhance device performance and reliability.
• Replaced faulty laptop components, including
  motherboards, hard drives, RAM, and screens,
  ensuring device met operational standards.
• Provided technical support for end-users,
  diagnosing and resolving issues related to laptop
  performance, connectivity, and system stability.
• Managed installation and configuration of
  operating systems, drivers, and firmware updates,
  ensuring all hardware components functioned
  correctly.
• Performed hardware upgrades, including
  memory and storage expansions, to improve
  performance and lifespan of laptop devices.