Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
Generic

Shubham Thakur

Noida

Summary

Dedicated Technical Support Specialist with 5+ years’ experience resolving complex IT issues and ensuring seamless user experience. Passionate about leveraging troubleshooting expertise to boost productivity, strengthen operations, and deliver measurable impact.

Overview

8
8
years of professional experience

Work History

IT Support Specialist

Irdeto Technology Pvt. Ltd.
03.2024 - Current
  • Expert in troubleshooting end-user issues across Windows, MacOS platforms for global regions (APAC, EMEA, AMER).
  • Managed ticketing system to track, prioritize, and resolve IT support requests efficiently.
  • Deploying and managing endpoints via Intune and JAMF.
  • Troubleshoot Enterprise Applications such as Outlook, Zoom, Slack, Teams, SSO, MFA, BitLocker, VPN, File Vault, OneDrive and assist in configuring Printer, File server, Anti-Virus, Email Archive/Encryption etc.
  • Troubleshooting hardware/software and network connectivity issues, ensuring timely resolution within predefined SLA.
  • Knowledge of On-prem AD and Azure AD, including user accounts and group management, device management, Authentication & SSO, password resets, access control permissions, security & monitoring.
  • Experience in JAMF Pro administration, including device enrollment, policies, packaging, self-service customization, and troubleshooting macOS deployment/compliance issues.
  • Managed IT onboarding/offboarding processes and created documentation/user guides to streamline troubleshooting and support.
  • Excellent communication and customer-handling skills with the ability to provide timely support while analyzing recurring issues to deliver proactive solutions.

Infrastructure Management & Security Services Engineer

Happiest Minds Technologies Pvt Ltd.
06.2021 - 03.2024
  • Handled global IT requests and incidents via ServiceNow, while overseeing hardware asset inventory and assignments.
  • Administered VMware vSphere by provisioning VMs, managing resources/storage, and facilitating RDP access.
  • Oversaw licensing and provided technical support for enterprise applications like Salesforce, JIRA, Bitbucket, Slack, Adobe Suite, and Visio.
  • Configured and troubleshot domain services and virtual machines on Windows (10/11/Server) and RHEL platforms.
  • Led cross-functional teams to enhance project delivery timelines and improve collaboration.

Technical Support Engineer

Unisys Global Services Under Payroll of SP Software.
03.2021 - 05.2021
  • Managed 20-30 technical calls and incidents per day originating from end users within Medical Care Centers based in United States.
  • Address technical issues related to Google Workspace (Google Suite) and Okta authentication platform.
  • Collaborate on pending tickets utilizing Service Now tool, ensuring timely resolution within SLA.
  • Follow up with end users, gather necessary information, and route tickets to appropriate team for prompt resolution.

IT Associate

Bharat Financial Inclusion Ltd.
09.2019 - 10.2020
  • Installing operating system on computers along with all required software and integrate them into domain.
  • Offered solutions through remote support using tools like Team Viewer/Any Desk as needed.
  • Administered inventory of over 2,000 IT assets, maintaining proper utilization and reliability.
  • Handle vendor management, logging calls to HP/Dell/Lenovo/Samsung/IBM/Precision/WeP-Solutions through calls/emails and ensuring timely resolution within SLA.
  • Diagnosed and resolved technical problems related to operating systems, MS Office, Outlook, printers, and hardware.
  • Trained team members on new technologies and best practices in IT support.
  • Compile daily, weekly, and monthly reports.

Technical Support Executive

Teleperformance
05.2017 - 05.2018
  • Provided exceptional customer service by addressing inquiries and ensuring timely resolution of support tickets.
  • Address and resolve user inquiries, issues, and concerns related to hardware, software, applications, and other technical products.
  • Listen to users' descriptions of problems and analyze symptoms to identify root cause of technical issues.
  • Managed escalated cases effectively, maintaining high levels of customer satisfaction during critical situations.
  • Tracked KPIs and created continuous improvement plans.
  • Increased customer satisfaction ratings to 95%.
  • Document all user interactions, including nature of problem.
  • Awarded Employee of the Month five times in a row.

Education

Post Graduation Program - Cyber Security

Great Lakes University By Great Learning
Bengaluru
02.2024

Diploma - Hardware & Networking, CCNA, Linux

Cybrcom Technology Pvt. Ltd.
Bhopal
09.2018

Bachelor of Arts -

Barkatullah University
Bhopal
05-2017

Skills

  • MDM/MEM: Intune, JAMF Pro,
  • Windows 10/11, MacOS, Linux OS,
  • Proficient in Azure AD administration
  • ITSM: ServiceNow & FreshService,
  • Microsoft Office 365 & Exchange,
  • Zoom, Webex, Microsoft Teams,
  • IAM: Azure MFA, Okta, Duo,
  • Scripting: Bash, PowerShell,
  • Windows Server Administration:2012,2016, SCCM,
  • VMware vSphere administration
  • Cloud: Azure, AWS, GCP
  • Jira/Bitbucket,
  • Networking Protocols: TCP/IP, DNS, DHCP, HTTPS, SSH, IPv4/ IPv6 etc,
  • Team Viewer/Anydesk

LANGUAGES

English: Fluent
Hindi: Native

Timeline

IT Support Specialist

Irdeto Technology Pvt. Ltd.
03.2024 - Current

Infrastructure Management & Security Services Engineer

Happiest Minds Technologies Pvt Ltd.
06.2021 - 03.2024

Technical Support Engineer

Unisys Global Services Under Payroll of SP Software.
03.2021 - 05.2021

IT Associate

Bharat Financial Inclusion Ltd.
09.2019 - 10.2020

Technical Support Executive

Teleperformance
05.2017 - 05.2018

Post Graduation Program - Cyber Security

Great Lakes University By Great Learning

Diploma - Hardware & Networking, CCNA, Linux

Cybrcom Technology Pvt. Ltd.

Bachelor of Arts -

Barkatullah University

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Shubham Thakur