HARI UPRETI

Desktop Support Officer

FourSquare Migration

07.2023 - Current

Provided IT support to clients through phone, email, and in-person, resolving issues efficiently and managing requests via Zendesk with a 90% resolution rate within SLAs
Resolved technical issues with migration platforms, including ImmiAccount, VIVO check, digital verification, online payments, and appointment booking, achieving 95% user satisfaction through effective guidance
Managed user identities and permissions within Microsoft Entra ID, MFA implementing MFA, and administering Active Directory for password resets, user onboarding, offboarding, and access control
Administered Microsoft Intune for device compliance, deploying updates, enforcing security policies, managing device enrollment, and providing support for BYOD to ensure alignment with organizational standards
Supported Microsoft Outlook users by configuring mailbox delegation, resolving shared mailbox issues, and managing email signature setups, as well as resolving SharePoint and Office 365 integration issues for enhanced team collaboration
Resolved hardware and software issues related to printers, scanners, VoIP, and Windows deployments, including BIOS setup, BSOD fixes, BitLocker recovery, and managing system imaging across devices
Collaborated with the broader IT team to escalate complex issues and coordinate with external vendors as needed, ensuring efficient resolution of technical challenges
Maintained and updated IT asset inventory records using, ensuring accurate tracking of hardware and software while coordinating procurement, deployment, and decommissioning
Resolved 95% of common printer issues, including paper jams, network connectivity errors, and print spooler problems, while also replacing toner cartridges for HP and Canon printers
Diagnosed and resolved 90% of network issues, leveraging root cause analysis and the OSI model, like DHCP renewals, DNS errors, VPN connectivity, slow speeds, IP conflicts, and Wi-Fi problems
Implemented ITIL best practices for incident, change, and risk management within ITSM processes, aligning with SLAs to reduce resolution time by 20% and enhance service continuity