Sajal Gour
Noida
Summary
Detail-oriented IT Professional specializing in technical support and Remote Desktop Services. Expertise in endpoint management, Microsoft licensing transitions, and Windows 11 pilot testing. Strong background in customer service and technical issue resolution to enhance system performance and user experience. Seeking to apply technical skills in Security and Cloud Services.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Analyst
HCLTECH
Noida
03.2023 - 11.2025
- Enhanced virtual collaboration and overcame technical obstacles as Subject Matter Expert (SME) for RDS, achieving 40% efficiency gain.
- Streamlined software deployment processes and system configurations as SCCM administrator, resulting in 30% increase in deployment efficiency.
- Improved organizational efficiency by 20% through enhanced user experience via Zoom administration, user account management, and feature customization.
- Expertly resolved a wide range of laptop & desktop application issues, focusing on Microsoft Office applications, leading to a 20% boost in productivity
- Diagnosed and resolved technical issues remotely, ensuring minimal disruption to workflows
- Equipped new technical team members with essential skills and knowledge for seamless integration, tailored technical training programs, project-specific onboarding, and a focus on enhancing communication abilities, resulting in a 20% increase in productivity and a 15% reduction in errors
- Addressed user account issues to ensure seamless access and functionality for all users.
- Maintained high customer satisfaction levels by promptly resolving issues through effective communication, resulting in a notable 20% increase in customer satisfaction and garnering positive feedback via communication apps for issue resolution
Desktop Engineer
Tech
Noida
01.2019 - 11.2020
- Resolved antivirus and compliance installation and troubleshooting issues for IT industry, including Data Loss Prevention (DLP), Pretty Good Privacy (PGP), Symantec, and WebSense applications, and various Virtual Private Networks (VPNs) like Global Protect, Checkpoint, Net Connect, and Pulse Secure, minimizing downtime.
- Managed compliance-related applications including Data Loss Prevention (DLP), Pretty Good Privacy (PGP), Symantec, & WebSense to ensure data security & regulatory adherence
- Engineered resolution of connectivity issues, addressing intermittent connection drops and compatibility issues with network devices while troubleshooting multiple Virtual Private Networks (VPNs) like Global Protect, Checkpoint, Net Connect, and Pulse Secure using real-time monitoring tools.
- Professionally executed Omni installation, configuration, & troubleshooting while demonstrating hands-on proficiency with BMC Remedy Tool
- Streamlined mobile mail installation and configuration for applications like Boxer, Hub, and Airwatch, troubleshooting issues with precision and efficiency.
- Managed active directory domain services for user access and permissions
- Administered Azure AD for identity management and authentication
- Assisted users in resolving hardware and software issues through technical support
- Delivered customer service to enhance client satisfaction and address inquiries
Education
Bachelor of Arts - English & Political Science
Swami Vivekanand Subharti University
Meerut11-2022
Skills
- Active directory domain services
- Azure AD
- Remote Desktop Services
- System configuration
- Windows 11 testing
- Help desk support
- Remote troubleshooting
- Issue resolution
- Identity verification
- Customer Service
- User experience
- Zoom Administration
Certification
- Certified in Hardware and Networking from Oxford Software Institute.
- ITIL v4 Foundation Training Program.
Hobbies and Interests
- Listening Music
- Driving
- Horse Riding
- Learn New Skills
Timeline
Senior Analyst
HCLTECH
03.2023 - 11.2025
Desktop Engineer
Tech
01.2019 - 11.2020
Bachelor of Arts - English & Political Science
Swami Vivekanand Subharti University