Summary
Overview
Work History
Education
Skills
LNGG
Hobbies and Interests
Timeline
Generic

Surendrasinh Rana

Summary

A highly qualified and experienced IT Support Specialist with an extensive background in Software and Hardware, IT helpdesk Support, Troubleshooting, Service Desk Documentation, ICT Service, Application Support, Desktop Management, Customer Engagement, and gained from numerous years of employment history in various settings. The keys to success are strong analytical and problem solving, along with excellent communication and coordination abilities. A hardworking and innovative professional who is looking for a new employment opportunity to utilize technical knowledge and Customer Service Skills.

IT professional with strong background in providing comprehensive technical support and innovative solutions. Known for effective collaboration and achieving desired results in dynamic environments. Reliable team player skilled in problem-solving and adapting to evolving technology needs.

Overview

12
12
years of professional experience

Work History

IT Support Engineer

NBN
09.2024 - Current
  • Working on Win.11 migration/ refurbishment project. Win 11 OS deployment using Intune Autopilot deployment. Set up, configure, and deploy desktops, laptops, monitors, docking stations, and other end user devices.
  • Support the planning and execution of laptop refresh and Windows 11 rollout at corporate office and across other NBN sites. Manage other sites for Windows 11 laptop refresh remotely and On-site.
  • Managing SCCM console management for OS deployment Windows 10/11 and application management.
  • Providing User / client support over the phone/ email and walk in including Hardware & Software Support
  • Troubleshoot hardware, software and network issues promptly and efficiently.
  • Install, configure, and maintain computer systems, peripherals, and software applications.
  • Ticket management and IT helpdesk management through Service Now for INC/ change management as per ITIL process.
  • Managing user requests at the IT helpdesk bar for walk-in users and managing tickets for remote users.
  • Troubleshoot Standard and non-standard applications related issues and escalate to application support team and vendors for quick resolutions.
  • Microsoft Azure and Intune portal management for device deployment and device troubleshooting.
  • Managing devices like tablets, mobile and providing on-site support to users.
  • Print server management & troubleshooting network printer related issues. Advance troubleshooting skills – Network, application, and other IT related issues.

End User Computing - Serco ASPAC site

Microland
08.2023 - 09.2024
  • Working on Win.11 migration project. Win 11 OS deployment using Intune Autopilot deployment.
  • Providing User / client support over the phone/ email and walk in including Hardware & Software Support
  • Troubleshoot hardware, software and network issues promptly and efficiently.
  • Install, configure, and maintain computer systems, peripherals, and software applications.
  • Managing SCCM console management for OS deployment Windows 10/11 and application management.
  • Microsoft Azure and Intune portal management for device deployment and device troubleshooting.
  • Endpoint management- Windows defender & WDAC management -Device hunting for application blocking and whitelisting.
  • Managing devices like tablets, mobile and providing on-site support to users.
  • Print server management & troubleshooting network printer related issues. Advance troubleshooting skills – Network, application, and other IT related issues.
  • Managing tasks for file Windows server management Windows 2012, 2016, Active directory group policy management, User account management, User access for permissions and GPO management.
  • Providing End User support in person and remote and attending requests at different locations.
  • Managing request for O365 admin center for user office license, mailbox management, shared mailbox, etc.
  • Liaise with internal stakeholders to provide end user IT Support and solutions management. Provide user education for cyber security awareness and advice for ticket requests.
  • Collaboration and communication with other IT teams for escalation and work closely with them and communicate with users for the resolution and update them for ETA.
  • Investigate issues and managing request for LAN/WAN, wi-fi, Microsoft Server, VOIP, Citrix OS.

IT Support Engineer (SAPOL-ENB)

RANDSTAD
03.2022 - 12.2022
  • Respond to enquiries from various sources in a responsive, customer focused manner and ensure that accurate, targeted, and timely information supplied effectively resolves the customer issue or fulfils the customer request.
  • Provide technical support to end-users, troubleshooting hardware, software, and network issues efficiently and effectively.
  • Installing, configuring, and maintaining computer systems, servers, networks, and peripherals
  • Windows server management, active directory management, terminal server administration in data center and virtual environment (VMware). Managing servers in a complex environment.
  • Managing helpdesk requests remotely for MS 365 admin center, SharePoint, exchange, VPN, LAN, WAN, network printers, etc. and troubleshooting IT related issues.
  • Responding to and resolving user inquiries and technical issues via phone, email, or onsite in person.
  • Performing regular system maintenance tasks, such as software updates, backups, and security patches on both server and client.
  • Managing user accounts, permissions, and access rights on hosted server environments.
  • Managing Exchange servers for user management, email issues, mailbox requests (On-Prim/Hosted/ O365).
  • Network management for network devices wireless modem, network switches, NAS, VOIP (3CX).
  • Managing network security endpoint Trend Micro for network security, email filtering etc.
  • Prepare/ Built systems – desktop & laptop, OS deployment, windows patches, software installation and make ready as per ETA.
  • SharePoint administration – sites permissions, user management, and resolving SharePoint related issues.
  • Strong troubleshooting skills and resolving IT related issues in Windows & MAC OS environments.

IT Support L1/L2

IGNITE
07.2020 - 12.2021
  • Provide end-user helpdesk support via call / Ticket management, troubleshooting and support for client staff to include desktop, laptop, applications, printers, and operations.
  • Manage ticket’s device issues with support ticket resolution.
  • System Maintenance - Perform general system maintenance of hardware, server& client operating systems, applications, patches, and vulnerability management as directed.
  • User management, Software patches deployment through SCCM.
  • Active directory user management & IT Asset management (Desktop/Laptop/Surface/Monitors/Accessories etc.) Manage IT asset as per procedure – Check asset tag & update detail of user(s) on getting request of joining/ departure of employee.
  • Provide end-user troubleshooting and support interacting to client staff by phone/email.
  • Configure workstation and laptops with standard desktop image and install applications; optimize for performance and operation.
  • Provide support to users who report in person by telephone, or through a desk-side visit.
  • Ticket management – Manage user’s request through Service now as per SLA.
  • Ensure all tickets are documented with status, customer communications and full description of the problem/resolution daily.
  • Provide updates to the customer regarding the problem’s status when the projected completion time for problem resolution changes or if the customer requests status.

System Administrator

Retail Solutions Inc.
02.2017 - 01.2019
  • Provide end user IT support to Office staff (Branch office) & manage laptop, desktop and network printers.
  • Manage active directory for user management, Group policy, Security groups & Email distribution groups.
  • VMware server management and troubleshooting server related issues, managing virtual machines.
  • Network support – troubleshoot network related issue Network connectivity, Wi-Fi LAN etc.
  • Manage Microsoft Office 365 admin console, creating Users, group membership & Mailbox delegation, email trace, license assignment etc.
  • Manage Microsoft Endpoint security & MS Intune for network security and inventory management.
  • Troubleshoot server related issues & User’s query related hosted servers at Data centers by Helpdesk ticketing system (Zen desk) and provide global technical support to RSi offices/users.
  • Remote support to users (home users) & roaming users.
  • User management for new hire & termination tickets, network security training awareness for users.
  • Manage Shanghai office Hardware inventory & Asset management.
  • Managing On-site IT data center server & network management

IT Support (Sr. Officer IT)

Ajanta Pharma Ltd.
01.2014 - 02.2017
  • Managing Windows AD server, backup server, antivirus servers.
  • Manage QC lab domain, back up servers and manage day-to-day back up.
  • Responsible for managing different installations, testing and validation of system with QC/QA team.
  • Provide IT support to end users in person and via E-mail/phone at site and manage overall IT system administration.
  • Manage tickets using Zendesk and provide IT support for the installation and deployment of new devices and troubleshoot IT related issues.
  • Managing windows server 2008 & 2012 for active directory, user management, group policy.
  • Provide end user IT support related to OS, Email, Network and business application.
  • Managing backup server - Symantec & McAfee antivirus security server.
  • Co-ordinate with vendors for Installation & deployment of Pharma Instruments, Production equipment, Data logger, balance machine printers, Digital clocks, etc.
  • Documentation of IT SOPS and policies, IT SOP training to managers and users of another team.
  • IT Support & Helpdesk:
  • Managing & maintaining desktops, laptops, printers, and other devices.
  • Managing Helpdesk request via Email/Phone and resolving the issues and providing IT support to end users.
  • Resolve issues of business applications – ICS, QMS, LIMS, and TRIMS etc.
  • Installation of OS, configuration of Citrix for remote application on user’s PC.
  • Managing requests for business applications like Office, outlook, network connectivity issue and printer issues
  • Maintaining Hardware asset inventory and update to HO IT team.
  • Project Management: Working experience on IT infrastructure implementation project at Ajanta Pharma Ltd., Gujarat.
  • Installation & configuration of Servers, Laptop, Desktop, and other IT peripherals.
  • Designing network topology, Network cable laying, testing, successfully implemented network across company campus.
  • Successfully installation of Active directory servers & backup servers and antivirus servers
  • Installation & configuration Network switches, router, firewall, CCTV camera etc.
  • Co-ordination, installation of MPLS – WAN link between customer site to Head office.
  • Implementation of Windows ADS server including network protocol DNS, TCP/IP, DHCP, Print management.
  • Wireless Router configuration.

Education

Certificate IV - Information Technology (Systems Administration Support)

Upskilled
03.2025

MCTS - Microsoft Certified Technology Specialist -

Microsoft
01.2012

Bachelor of Computer Application - undefined

Gujarat University
01.2006

Skills

  • Exceptional IT hardware and software management, technical, administrative, and customer service skills
  • Customer-oriented approach
  • Strong stakeholder coordination and management skills
  • Demonstrated background in Information Technology Management
  • High regards to information Confidentiality and data integrity
  • Help desk support
  • Software installation
  • IT documentation
  • Data backup and recovery
  • Application support
  • VPN configuration
  • Network security
  • System administration
  • Incident management
  • ITIL framework
  • Active directory
  • Desktop support
  • Network troubleshooting

LNGG

Multilingual – fluent in English, Gujarati, and Hindi.

Hobbies and Interests

Swimming, Reading, Playing and Watching Cricket

Timeline

IT Support Engineer

NBN
09.2024 - Current

End User Computing - Serco ASPAC site

Microland
08.2023 - 09.2024

IT Support Engineer (SAPOL-ENB)

RANDSTAD
03.2022 - 12.2022

IT Support L1/L2

IGNITE
07.2020 - 12.2021

System Administrator

Retail Solutions Inc.
02.2017 - 01.2019

IT Support (Sr. Officer IT)

Ajanta Pharma Ltd.
01.2014 - 02.2017

Bachelor of Computer Application - undefined

Gujarat University

Certificate IV - Information Technology (Systems Administration Support)

Upskilled

MCTS - Microsoft Certified Technology Specialist -

Microsoft

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