Open To Work
Harshit Rajput
Bijnor
Summary
Detail-oriented Technology Analyst with 4.5 years in IT support, specializing in Azure Active Directory and Microsoft 365. Managed high-volume ticket resolutions while ensuring SLA compliance, supporting global users. Expertise in VDI, VPN, and identity management, utilizing tools like ServiceNow and VMware Horizon. Pursuing Microsoft Azure Fundamentals (AZ-900) to transition into cloud and system administration.
Overview
5
5
years of professional experience
Work History
Technology Analyst
Telus Digital
Noida, India
03.2024 - Current
- Managed Azure Active Directory and On-Prem Active Directory for user creation, license management, and group/access control, ensuring secure and efficient user access
- Worked on Microsoft 365 services including Exchange Admin Center for managing user mailboxes, shared mailboxes, distribution lists, mailbox archiving, and mail tracing
- Provided support for Microsoft 365 applications including Teams, Outlook, OneNote, OneDrive, and Excel, resolving user issues effectively
- Configured and troubleshot Multi-Factor Authentication (MFA) using Microsoft Authenticator for secure user authentication
- Supported VMware Horizon VDI environments and Cloud PC (Windows 365) for virtual desktop access and performance issues
- Troubleshot and resolved Zscaler VPN and GlobalProtect VPN connectivity issues for remote users
- Provided advanced technical support and troubleshooting for systems, applications, and network-related issues across enterprise environments
- Utilized AD Manager Tool for efficient user provisioning and access management
- Handled incidents, service requests, and service catalog (SC) tasks in ServiceNow, contributing to streamlined IT service management
- Managed 30–50+ tickets daily, ensuring 95%+ SLA compliance and timely resolution
- Reduced team backlog by proactively prioritizing and resolving pending tickets within SLA timelines
- Provided support to global users across multiple time zones (US, UK, AU, NL, CN, and Asia regions) ensuring seamless operations
- Used remote support tools such as RDP and Bomgar to assist users with real-time issue resolution
- Coordinated incoming and outgoing user calls via Amazon Connect to address inquiries and provide solutions
- Acted as a trainer for new joiners, conducting onboarding sessions and improving team readiness
- Participated in client calls with managers, contributing to issue resolution and requirement discussions
- Led onboarding of new processes, including documentation, knowledge transfer, and implementation within the team
- Developed and maintained process documentation to standardize operations and facilitate team training
- Collaborated with cross-functional teams to improve IT processes and service delivery while ensuring security compliance
Desktop Support Engineer
IGT Solutions
Gurgaon
06.2021 - 03.2024
- Assisted end users of proprietary software through phone, email and walk-up support using the ticketing tool Service Now.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Streamlined IT support processes, resulting in quicker response times and higher user satisfaction.
- Configured hardware, devices, and software to set up workstations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Overseeing the creation of Active Directory users and managing DHCP reservations.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Collaborated with the IT team on network infrastructure improvements, resulting in reduced service interruptions.
- Facilitated end-user training sessions on new software applications, boosting user adoption and enhancing productivity.
- Led teams and managed shifts to deliver effective technical support and system administration.
- Trained new joiners of projects to improve overall team performance.
- Generated performance reports and audits to identify trends and inform ongoing improvements.
Education
Bachelor of Technology - Computer Science
Sri Ram Murti Smarak College
Bareilly, Uttar PradeshIntermediate -
Delhi Public School
Moradabad, Uttar PradeshHigh School -
Delhi Public School
Moradabad, Uttar PradeshSome College (No Degree) -
Microsoft Azure Fundamentals (AZ-900) — Pursuing
Skills
- Microsoft 365 & Exchange: Exchange Admin Center, Mailbox Management, Mail Tracing, Archiving
- Cloud & Identity Management: Azure Active Directory, On-Prem Active Directory, MFA, Microsoft Authenticator
- End-user troubleshooting
- Ticketing Tools: ServiceNow (Incidents, Requests, SC Tasks, Queue Management)
- VDI & Virtualization: VMware Horizon, Windows 365 (Cloud PC)
- ServiceNow expertise
- Remote Management
- Collaboration Tools: Microsoft Teams, Outlook, OneDrive, OneNote, Excel
- Process optimization
Languages
- English
- Hindi
Technical Profile
Azure Active Directory | Microsoft 365 office applications | Exchange Server | ServiceNow | L2 IT Support | On-prem Active Directory | AD Manager Tool | Software Installation | Printer Installation | Virtual Machines | Remote Support Tools | Basic Networking and VPN | Process & Operations
Work Preference
Job Search Status
Open to workSalary Range
₹110000/yr - ₹200000/yrTimeline
Technology Analyst
Telus Digital
03.2024 - Current
Desktop Support Engineer
IGT Solutions
06.2021 - 03.2024
Bachelor of Technology - Computer Science
Sri Ram Murti Smarak College
Intermediate -
Delhi Public School
High School -
Delhi Public School
Some College (No Degree) -
Microsoft Azure Fundamentals (AZ-900) — Pursuing