About

Technical Support Analyst with 3+ years of IT support experience across enterprise environments, supporting global users and troubleshooting Windows, Microsoft 365, identity, networking, endpoint and cloud-related issues.

Hands-on with Microsoft Azure, Azure Virtual Machines, Azure Storage, Microsoft Entra ID, RBAC, Azure Monitor and Network Watcher. Strong background in ITIL-based incident management, ServiceNow, Active Directory, SCCM, Intune, VPN and remote-access technologies. Currently preparing for Microsoft Azure Administrator (AZ-104).

1,000+global users supported
15–25tickets handled daily
3+ yearsin enterprise IT support

Technical skills

Azure & Cloud

Microsoft AzureAzure PortalVirtual MachinesAzure StorageAzure RBACMicrosoft Entra IDAzure MonitorNetwork WatcherAzure CLI

Microsoft & Endpoint

Microsoft 365Office 365ExchangeOutlookTeamsActive DirectoryAD GroupsGroup Policy (GPO)SCCM/MECMIntuneBitLockerMFASSO

Cloud, DevOps & Scripting

DockerGitGitHubBashAnsiblePowerShellBicepAzure CLI

Networking & Security

DNSDHCPTCP/IPLAN/WANVPNRDPWiresharkZscalerPalo Alto GlobalProtectCisco AnyConnectOpenVPNPuTTY

IT Service Management

ServiceNowSapphireITILIncident ManagementService RequestsSLA ManagementEscalation ManagementKnowledge Base

Operating systems & virtual workspace

Windows 11LinuxmacOSCitrixVMware Horizon

Experience

Technical Support Analyst

Marsh · Gurugram
  • Supported 1,000+ global users, handling about 15–25 tickets per day across applications, systems, endpoints and IT services within SLA requirements.
  • Resolved authentication, access, permissions, connectivity, application and performance incidents using structured troubleshooting and root-cause analysis.
  • Managed user accounts, password resets, access requests and group membership across Active Directory and Microsoft Entra ID.
  • Supported Azure resources including Virtual Machines, Storage Accounts, App Services and networking, using Azure Portal, Azure Monitor and Network Watcher to investigate health, alerts, logs and connectivity.
  • Supported endpoints with SCCM/MECM and Intune.
  • Managed P3/P4 incidents and service requests in ServiceNow, following ITIL incident, request, escalation and change-management processes.
  • Worked with infrastructure, networking, security, application and cloud teams on escalations, providing logs, error details, findings and impact.
  • Wrote technical documentation and knowledge-base articles, and explained solutions clearly to technical and non-technical users in a global shift-support environment.

Desktop Support Engineer

Vserv Infosystem Pvt. Ltd. · Noida

Awarded the Champion Trophy for highest CSAT, the first recipient of the recognition at Vserv.

  • Provided first-level support for hardware, software, operating system, networking and end-user device issues, including desktops, laptops, printers and peripherals.
  • Handled password resets, account lockouts and access requests.
  • Categorized, prioritized, tracked and escalated incidents and service requests by severity, urgency and SLA.
  • Supported Microsoft 365, VPN, RDP and virtual desktop environments, and troubleshot DNS, DHCP and LAN/WAN connectivity.
  • Assisted with maintenance, updates and patches, and documented procedures and knowledge-base content for self-service.
  • Received appreciation from Vice Presidents and the IT Head for ticket handling, support performance and service quality.

Desktop Support Engineer

GS Consultancy · Dehradun
  • Provided first-level support for desktop, laptop, operating system, hardware, software and connectivity issues using structured troubleshooting and escalation.
  • Helped users with account, access and password issues and set up workstations for new users.
  • Logged, prioritized and tracked incidents by business impact, urgency and SLA, escalating complex issues and following up to resolution.
  • Installed and configured hardware and software, assisted with updates and patches, and maintained troubleshooting documentation.

Education & development

Microsoft Azure Administrator (AZ-104)Currently preparing
Bachelor of Arts (B.A.)Chaudhary Charan Singh University · 2019 – 2022
Class XII and Class X (CBSE)B.S.M. School, Shamli

Sports & games

Outside work I play and enjoy team and racket sports.

  • Cricket
  • Badminton
  • Volleyball
  • Table tennis
  • Football
  • Basketball

Get in touch

Open to roles in Noida, Delhi, Gurugram or remote, and comfortable with rotational and night shifts. Languages: English and Hindi (read, write, speak).

Email Hritik