RITESH PANCHAL

• Seasoned Technical Support Analyst with over 6 years of experience in IT operations, desktop support, and troubleshooting across multiple platforms, including Windows, macOS, iOS, and Android.
• Expert in IT infrastructure management, specializing in the deployment and maintenance of Microsoft Azure, Microsoft System Center Configuration Manager (SCCM), and Mobile Device Management (MDM) tools like Jamf and Cisco Meraki.
• Proficient in networking concepts such as TCP/IP, DNS, DHCP, VPN, and remote desktop, with strong abilities in resolving network and user application issues, and managing telephone systems like Mitel.
• Skilled in application deployment with expertise in testing, packaging, and enterprise-wide deployment of software updates and security patches using Microsoft SCCM and other tools.
• Hands-on experience with audio-visual systems, including installation, maintenance, and troubleshooting of AV hardware and software, printers, scanners, and mobile devices.
• Proven ability to implement IT security measures, such as Multi-Factor Authentication (MFA), email security protocols (SPF, DKIM, DMARC), and managing IT asset lifecycle.
• Strong project management experience, including leading large-scale deployments, such as the setup of 300+ devices for new facilities and supporting virtual transition during the COVID-19 pandemic.
• Outstanding customer service and technical support skills, consistently achieving high satisfaction and resolving 98% of issues within service level agreements (SLA).
• Experienced in IT systems administration, managing IT storage, telephone expense systems, and IT inventory (on-premise and cloud), with a focus on improving operational efficiency.
• Educational background includes a Bachelor’s in Computer Application from Bangalore University and an Ontario Diploma in Computer System Technician – Networking from Georgian College, Achieved a 3.9/4 GPA and graduated on the Dean’s List.

Projects at Roots Canada:

• Chicago Store Deployment – Roots USA (May 2019)

Led the configuration of over 30 Apple devices, including iPads and iPhones, for the flagship Roots store on Michigan Avenue in Chicago. Using Apple Business Manager and Cisco Meraki, I created custom profiles for the devices and established a virtual platform for remote deployment and management from the Canadian headquarters. This project supported the launch of Roots’ largest and most innovative retail space, showcasing the brand’s premium outdoor lifestyle apparel and products.

• New Distribution Center Project – Roots Canada (June 2019)

Successfully led the configuration and deployment of over 300 devices in the new Roots Canada warehouse, including custom-imaged computers, iPads, mobile devices, printers, network devices, and other portable equipment. The project also involved implementing cutting-edge technology for the warehouse management system. I worked closely with cabling teams to ensure the warehouse had full network coverage, with access points reaching all corners of the facility. The project was completed on time and within budget, contributing to the seamless operations of the new distribution center.

• Pandemic Response Project – Roots (February 2020)

During the onset of the COVID-19 pandemic, I played a key role in swiftly transitioning five departments to a virtual platform, ensuring zero downtime for critical operations in stores and production. In coordination with our IT vendor, I managed the procurement of 200 laptops, configured each with the company's Windows image, installed necessary software, and deployed them using network imaging and SCCM deployment. Additionally, the project involved setting up portable devices such as iPads and tablets to facilitate remote work and communication.

• Project at Mintex – Migration Project (July 2018)

As the Global Administrator for Microsoft Azure 365, I successfully led the migration of over 200 users from Google Workspace to Microsoft 365. My responsibilities included managing user accounts within Azure Active Directory and ensuring smooth license allocation through the Microsoft 365 Admin Center. The project involved close coordination with various stakeholders to minimize disruptions, and I leveraged Office 365 Admin Center tools to facilitate a seamless transition. Migration enhanced collaboration and streamlined operations across the organization.