Tapan Pathak
Delhi
Summary
Technical support manager with a strong track record in IT infrastructure management and user satisfaction at Arkance Private Limited. Expertise in optimizing processes and enhancing network security using Azure and incident response, leading to improved operational efficiency and cost reduction. Committed to delivering strategic solutions that drive business success.
Overview
2
2
Languages
1
1
Certification
19
19
years of professional experience
Work History
Technical Support Manager
ARKANCE IN Private Limited
Gurugram
04.2014 - Current
- Provided technical support to customers across India for enterprise engineering software, ensuring efficient use of tools like Autodesk, Bentley, Bluebeam, Adobe, V-Ray, Enscape, and Oracle Primavera.
- Lead IT operations and technical support for internal users and enterprise customers, managing hardware, software, and infrastructure deployments.
- Oversee installation, configuration, monitoring, maintenance, upgrades, and support of IT infrastructure, including servers, desktops, laptops, printers, operating systems, and peripherals.
- Benchmarked, analyzed, and recommended enhancements for technical support processes and IT infrastructure.
- Managed IT assets, software licensing, compliance, and utilization to optimize licenses and control costs.
- Administer Windows Server environments (2003, 2008, 2012, 2016, 2019, 2022), Active Directory, DNS, DHCP, Group Policy, Terminal Services, and user access management.
- Administer firewall solutions, manage user authentication, and monitor network security to prevent unauthorized access.
- Network Monitoring, Configure and manage network infrastructure, including IP addressing, file and print services, wireless LAN, VPN connectivity, and security policies.
- Coordinated with vendors to procure IT equipment and services.
Sr. IT Support Engineer
ARKANCE IN Private Limited
Gurugram
06.2009 - 03.2014
Desktop Support Engineer
Infinite Techno Park
New Delhi Area
07.2008 - 06.2009
- Managed and troubleshot systems, networks, and printer issues to maintain operational efficiency.
- Troubleshoot OS-related issues, printer installations, and network drive mapping.
- Provided remote administration and telephonic support to ensure system functionality.
- Collaborated with teams to provide effective support and guidance.
Technical Support Engineer
Yasikan Enterprise Pvt. Ltd.
New Delhi Area
05.2007 - 07.2008
- Diagnosed and resolved internet connectivity and network-related issues, enhancing user access to critical services.
- Provided hardware and software technical support, achieving timely resolution of issues and minimizing downtime.
- Maintained system performance and delivered day-to-day IT support to end users, ensuring consistent operational efficiency.
- Installed, configured, and supported software applications for end users.
- Configured Microsoft Outlook and resolved email, profile, and connectivity issues.
Education
Master of Science - information Technology
Sikkim Manipal University
Delhi01-2012
Bachelor of Arts -
Babasaheb Bhimrao Ambedkar Bihar University
Muzaffarpur, Bihar01-2002
12th class (Intermediate) - Science
Bihar Intermediate Education Council
Patna, Bihar01-1997
10th class -
Bihar School Examination Board
Patna, Bihar01-1995
Skills
- IT Infrastructure Management
- Network Administration
- Firewall Management
- Network Security
- Incident response
- Service Management
- User satisfaction
- Active Directory
- Microsoft Windows
- Microsoft 365
- Microsoft Entra ID
- Azure
- Azure AD Connect
- Hybrid Identity
- IAM
- SaaS Administration
- Cloud Technologies
- Cloud services
- Azure Backup
- Azure Monitor
- Microsoft Intune
- Autopilot
- MDM
- Device Compliance
- Configuration Policies
- Endpoint Security
- Microsoft Defender for Office 365
- Security compliance management
- Microsoft Purview
- DLP
- Cloud Security
- SIEM
- SOC
- Microsoft Sentinel
- Threat monitoring
- Vulnerability assessment
- Security Hardening
- Zero Trust Security
- Security training
- Phishing Simulation
- ISO 27001:2022
- IT Audit
- Risk Management
- NIST Framework
- Continuity Planning
- Disaster Recovery
- Impact Analysis
- IT Asset Management
- Cost optimization
- Strategy Planning
- Stakeholder engagement
- Escalation procedures
- Freshdesk Ticketing
- VMware
- Hyper-V
- Fortinet
- Sophos
- WAN Optimization
- Network Routing
- Internet Connectivity
- IT Asset Management
- Stakeholder engagement
- Strategy Planning
- IT Budgeting
- Cost optimization
Certification
- CISSP (Certified Information Systems Security Professional) - ISC2, 06/2026
- Microsoft Certified: Azure Administrator Associate, 01/2025
- Certified in Cybersecurity Certification - ISC2, 09/2023
- ITIL Foundation Certificate in IT Service Management, 08/2019
- Jetking Certified Hardware & Networking Professional, 02/2027
Accomplishments
- Best Customer IT support Award FY 2012-2013 by Capricot Technologies Pvt. Ltd
- Most Dedicated Employee FY 2021-2022 by Capricot Technologies Pvt. Ltd.
- Above & Beyond Award FY 2022-2023 by Capricot Technologies Pvt. Ltd.
- Technical Support Hero Award FY 2024-2025 by ARKANCE IN Private Limited
Languages
- English
- Hindi
Personal Information
- Date of Birth: 01/15/1979
- Gender: Male
- Nationality: Indian
Languages
English
Intermediate (B1)
B1
Hindi
Proficient (C2)
C2
Timeline
Technical Support Manager
ARKANCE IN Private Limited
04.2014 - Current
Sr. IT Support Engineer
ARKANCE IN Private Limited
06.2009 - 03.2014
Desktop Support Engineer
Infinite Techno Park
07.2008 - 06.2009
Technical Support Engineer
Yasikan Enterprise Pvt. Ltd.
05.2007 - 07.2008
Master of Science - information Technology
Sikkim Manipal University
Bachelor of Arts -
Babasaheb Bhimrao Ambedkar Bihar University
12th class (Intermediate) - Science
Bihar Intermediate Education Council
10th class -
Bihar School Examination Board