SHIVAM DIXIT
IT Support Specialist
Prayagraj
Summary
Results-driven IT professional with extensive experience in device management, cloud infrastructure, security, and IT support. Skilled in administering and managing JAMF, Intune, and MDM solutions for seamless macOS, iOS, and Windows device provisioning. Expertise in Microsoft 365, Active Directory, SaaS applications, virtualization (VDI, VMware, Citrix), and cloud platforms (Azure, AWS).
Proficient in ITSM, ITIL best practices, SLA management, and incident resolution, ensuring optimal service delivery. Strong knowledge of networking (VPN, LAN, WAN, SD-WAN, DNS, DHCP, TCP/IP) and security tools such as BitLocker, McAfee, and encryption policies. Hands-on experience with remote support tools (Bomgar, RDP, TeamViewer) and automation (PowerShell, Terraform, CloudFormation).
Adept at troubleshooting complex IT issues, managing enterprise infrastructure, and providing end-user computing (EUC) support. Committed to enhancing system performance, security compliance, and IT operations efficiency while delivering exceptional technical support to global teams.
Overview
5
5
years of professional experience
4049
4049
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
IT Support Specialist
CompileSquad Technologies Pvt. Ltd. (Client: TIAA)
08.2022 - 02.2025
- Administer, configure, and maintain JAMF for macOS and iOS device management.
- Deploy, update, and manage applications and operating systems using JAMF.
- Implement and enforce security policies, configurations, and profiles for Apple devices.
- Monitor system performance and troubleshoot Apple device management issues.
- Provide technical support and training for macOS and iOS users.
- Develop and maintain documentation for configurations, processes, and procedures.
- Strong experience in Microsoft Azure (Azure Subscription, Networking, Active Directory, ExpressRoute, Compute, Storage, Hyper-V).
- Proficient in AWS cloud infrastructure, automation, and CI/CD pipelines using Terraform or CloudFormation.
- Collaborate with cross-functional teams to design, implement, and manage cloud solutions.
- Hands-on experience with virtualization platforms (VMware, Citrix, VDI).
- Manage and support Microsoft 365 applications (O365, Teams, SharePoint, OneDrive, Office Suite).
- Provide basic application support for Microsoft 365 and collaboration tools.
- Implement and maintain user accounts, licenses, and security groups within Office 365.
- Configure and manage mailboxes, distribution lists, and other mail-related components.
- Expertise in Intune for application onboarding, provisioning, deployment, and device management.
- Strong understanding of SSO, MFA, and identity management for SaaS applications.
- Expertise in enterprise device provisioning, life-cycle management, and patch management.
- Experience in software distribution tools and imaging for security updates.
- Plan, design, build, and deploy enterprise Mobile Device Management (MDM) solutions.
- Manage mobile solutions, troubleshoot issues, and optimize performance.
- Strong understanding of security tools like BitLocker, McAfee, and encryption policies.
- Provide first-line technical support for SaaS systems, hardware, software, and network-related issues.
- Troubleshoot OS issues on Windows, macOS, and Linux.
- Assist with employee onboarding (account setup, device configuration, access provisioning).
- Manage offboarding, account deactivation, and asset recovery.
- Troubleshoot email, antivirus, antispam, and compliance products.
- Install, deploy, and manage software applications and updates.
- Resolve Outlook, browser, and general software/hardware issues.
- Experience with remote support tools (Bomgar, RDP, Quick Assist, TeamViewer).
- LAN, WAN, VPN, Wi-Fi, VLAN, SD-WAN, DNS, Ethernet, DHCP, TCP/IP configuration and troubleshooting.
- Domain control, migration, and Active Directory administration (user accounts, Group Policy, security policies).
- SCCM administration, software packaging, deployment, and performance monitoring.
- PowerShell scripting for automation and system management.
- Strong knowledge of ITIL, incident management, and change management.
- Handle global outages and SLA compliance.
- Maintain response SLA & actual SLA for IT requests.
- Ensure maximum user satisfaction by analyzing closure tickets and improving service processes.
- Experience with ticketing tools (ServiceNow, Jira, BMC Remedy, Manage Engine, ConnectWise).
- SaaS application administration (Zoom, Slack, Webex, BlueJeans).
- Okta, RSA, NetIQ, Google Workspace administration.
- Asset management, inventory, and domain modifications.
- Strong problem-solving skills and ability to work independently.
Desktop Support Engineer
CompileSquad Technologies Pvt. Ltd. (Client: HCL)
06.2020 - 07.2022
- Providing Desktop/Laptop/Network/Server support to the software Developers that are working for Various Projects for clients like: Microsoft, Symantec, SAP, AT&T, MTaaS, Sasol, Biomet, UNHCR, AXICOM, FONTERRA etc
- In TIAA
- Ensure calls are resolved within SLA (P2 and P3) maintaining the Response SLA & Actual SLA of the IT Requests
- Ensuring maximum satisfaction through analyzing the closure tickets
- Working on Service Now ticketing tool based on ITIL foundation
- Providing Remote support to all users within the premises of TIAA
- Installation and troubleshooting of Operating system/Virtualization/Server
- Managing troubleshoot of mailing system MS Outlook
- Active Directory, Domain, OUs, NAT, DNS, DHCP, VPN, Firewall Wireless/Wired installation and troubleshooting
- Installation and troubleshooting of various encryption tools like McAfee, Safe Boot and Bit Locker from the centralized server
- Install and configure new setup of Desktop includes configuring Connectivity, application support
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Monitored system performance to maintain system integrity.
Education
Bachelor of Science - Applied Mathematics
Chhatrapati Shahu Ji Maharaj University (CSJMU)
Lucknow, India 05.2001 - 01.2020
12th -
SHIV H S School
Unnao, India01-2016
10th -
L N J I C BALA KHERA
Haidrabad, Unnao01-2014
Skills
Desktop support
Remote support
Application support
Technical troubleshooting
Windows/macOS/Linux Administrator
JAMF/ Intune Management
Microsoft Office Suite
Active Directory Administration
VDI - Citrix/AVD
MDM Management
Asset Management
SLA Management
ITSM & ITIL Management
ServiceNow / Jira / ConnectWise
Infrastructure Support
SaaS Management
BitLocker & McAfee
Bomgar/TeamViewer/ ConnectWise
MFA & SSO Management
VPN
DNS
DHCP
TCP/IP
Firewall
LAN/WAN
Incident Management
Troubleshooting
Server Support
EUC
System configuration
Multitasking Abilities
Problem-solving aptitude
Technical support
Application installations
Microsoft outlook
Network configuration
Hardware troubleshooting
Hardware and software configuration
Help desk support
Teamwork and collaboration
Certification
Microsoft Certified: Modern Desktop Administrator Associate
Timeline
IT Support Specialist
CompileSquad Technologies Pvt. Ltd. (Client: TIAA)
08.2022 - 02.2025
Desktop Support Engineer
CompileSquad Technologies Pvt. Ltd. (Client: HCL)
06.2020 - 07.2022
Bachelor of Science - Applied Mathematics
Chhatrapati Shahu Ji Maharaj University (CSJMU)
05.2001 - 01.2020
12th -
SHIV H S School
10th -
L N J I C BALA KHERA