Suraj Sharma Kattel

· Providing IT support to a high volume of users daily, including troubleshooting technical problems related to hardware, software, and networking devices, utilizing strong analytical skills to diagnose and resolving technical issues promptly to ensure timely resolution.

· Having sound and critical understanding and execution of ITIL frameworks and Company SLAs and various other policies.

· Developing an understanding and using Active Directory and associated services, as well as Azure Active Directory to resolve user account tickets like On-boarding/Off-boarding user, Permissions, Group allocations, file permissions, and Group Policy Management

· Utilizing Autotask Ticketing System to raise, resolve, and escalate support tickets, ensuring proper documentation, prioritization, and resolution of customer issues.

· Demonstrated proficiency in using various productivity tools related to Office 365 (Microsoft Teams, Microsoft Exchange, SharePoint, Intune), delivering exceptional customer service and satisfaction.

· Installation, Moves, and upgrade of software and hardware, application deployment, and maintenance of different technical devices to to improve performance and functionality, resulting in enhanced user experience.

· Providing application support by installing Operating System, Microsoft 365 applications (Outlook, Teams, OneDrive), and other Enterprise Applications.

· Maintained documentation of common technical issues, resolutions, and troubleshooting procedures and creating technical documents, and providing guidance to clients when required.

· Successfully met weekly, monthly, and quarterly targets by prioritizing and escalating support tickets as necessary.

· Managed backup and disaster recovery operations using VEEAM and Datto, ensuring data integrity, timely backups, and swift restoration procedures for business continuity.

· Administered and supported Mitel VOIP phone systems, including user configurations, troubleshooting call quality issues, and maintaining system performance for reliable internal and external communications.

· Monitored email activity and handled basic domain whitelisting/blocking using tools like Forcepoint and Mimecast, focusing on phishing detection and email threat prevention.

· Acting as first point of contact for variety of issues, problem identification/analysis and diagnose issue by emails, phone calls.

· Respond to customer inquiries regarding order status, shipping, and delivery times.

· Assisted users with queries related to software applications, operating systems, and IT tools.

· Utilized critical thinking skills to efficiently address customer concerns and ensure satisfaction.

· Maintained documentation of common technical issues, resolutions, and troubleshooting procedures.

· Researched latest technology, industry trends, and best practices in IT support.

· Adhered to company policies and procedures, demonstrating professionalism and integrity.

· Provided top-quality customer service by patiently listening and communicating as per company policies.

· Independently set up 150 desktops and other essential infrastructure, ensuring proper placement and configuration.

· Checked and ensured that all the important things were running without any problems.

· Conducted repairs as needed, including the replacement of faulty components.

· Checked everything carefully to find and solve potential problems before the place became fully operational.

· Organized spare parts and tools to make sure we had what we needed for repairs at any time.

· Played a vital role in providing support and addressing issues during the Hypercare phase to ensure a smooth transition and optimal performance after the infrastructure went live.