Summary
Overview
Work History
Education
Skills
Timeline
Generic

Arpit Agarwal

Kamloops,BC

Summary

Highly skilled and motivated IT support professional with 5+ years of experience in providing technical assistance, troubleshooting Windows Server issues, administering Active Directory, and supporting Office 365, SharePoint, OneDrive, and Microsoft Azure Active Directory. Seeking a challenging position in a dynamic organization where I can utilize my expertise to deliver excellent IT support services.

Overview

10
10
years of professional experience

Work History

IT Support Engineer

HCLTech
Vancouver, British Columbia
12.2024 - 08.2025
  • Provided L1/L2 technical support for internal users and clients across diverse environments, including troubleshooting hardware, software, and network-related issues.
  • Managed user accounts, permissions, and policies using Active Directory and Microsoft Azure Active Directory.
  • Performed system maintenance, updates, and patch management on Windows Server 2016/2019 environments.
  • Delivered support for Office 365, SharePoint, OneDrive, and Exchange Online, including onboarding/offboarding users and license management.
  • Utilized ITSM tools (e.g., ServiceNow) for ticket resolution, ensuring adherence to SLA timelines.
  • Collaborated with cross-functional teams to support project rollouts and implement IT policies and security best practices.
  • Documented standard operating procedures and updated the internal knowledge base to improve issue resolution time.

IT Support Specialist

Kellton
02.2020 - 01.2023
  • Provided technical support to employees, resolving hardware and software issues promptly and efficiently.
  • Installed and configured computer systems, peripherals, and software applications.
  • Administered and maintained Windows Server 2016/2019/2022 environments, including Active Directory management, Group Policy, and user account administration.
  • Supported Office 365, including user management, license assignment, and troubleshooting.
  • Managed SharePoint sites, including site creation, permissions management, and content organization.
  • Administered OneDrive for Business, including user setup, permissions management, and file syncing.
  • Assisted in implementing and managing Microsoft Azure Active Directory for user authentication and access control.
  • Collaborated with the IT team to implement network upgrades and troubleshoot network connectivity problems.
  • Created and updated support documentation, knowledge base articles, and user manuals.

Help Desk Technician

Ericsson
06.2018 - 01.2020
  • Responded to help desk tickets and provided remote support to end-users.
  • Diagnosed and resolved hardware and software problems, including operating system issues, network connectivity, and printer malfunctions.
  • Escalated complex issues to senior technicians and tracked the resolution progress.
  • Assisted in the deployment and maintenance of software updates and security patches.
  • Conducted user training sessions on software applications and basic troubleshooting techniques.

Help Desk Technician

Vodafone
06.2015 - 06.2018
  • Assisted IT support team in troubleshooting and resolving hardware and software issues.
  • Conducted system upgrades and installations under the supervision of senior technicians.
  • Provided end-user support and conducted software installations and configurations.
  • Assisted in managing IT inventory and performed routine maintenance tasks.

Education

Bachelor of Technology - Electronics And Communication

MDU

Skills

Technical Troubleshooting

Windows Server

2016/2019/2022 Support

Active Directory

Administration

Office 365 Administration

SharePoint Administration

OneDrive Administration

Microsoft Azure Active

Directory

Hardware and Software

Installation

Network Configuration

and Administration

Help Desk Ticketing

Systems

Customer Service and

Communication

Timeline

IT Support Engineer

HCLTech
12.2024 - 08.2025

IT Support Specialist

Kellton
02.2020 - 01.2023

Help Desk Technician

Ericsson
06.2018 - 01.2020

Help Desk Technician

Vodafone
06.2015 - 06.2018

Bachelor of Technology - Electronics And Communication

MDU

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Arpit Agarwal