Ritesh Panchal

• Provide advanced troubleshooting, analysis, and resolution of hardware and software issues across various platforms (Windows, Mac OS, iOS, Android).
• Utilize knowledge of TCP/IP, networking concepts, and telephone systems to resolve network-related issues. Also Resolve remote users issues of VPN.
• Perform installation, maintenance, and support of Audio Video systems, printers, scanners, and mobile devices, Point of sales machines.
• Handle an average of 50 technical support tickets per day with a 98% resolution rate, offering technical assistance and training to end-users.
• Deploy and manage applications and software updates enterprise-wide using systems like Microsoft SCCM, Crestron Fusion, and Mobile Management systems.
• Stay updated with the latest audio-visual technologies and best practices and disseminate relevant information to the team and end-users.
• Implement security measures such as Multi-Factor Authentication (MFA) to enhance application security.
• Assist in researching, evaluating, testing, planning, and implementing new and existing hardware/software solutions.
• Use ticket management tools (Spiceworks, Zendesk, Zoho Desk, TopDesk) for logging, reviewing, and prioritizing support tickets.
• Communicate with outside vendors to ensure timely procurement and delivery of IT equipment.
• Support core IT systems administration, including managing IT inventory, Telephone Expense Management systems, and IT storage (On-Prem & Cloud).

• Delivered 1st and 2nd level support to over 200 users monthly through various channels, ensuring a 90% first-contact resolution rate.
• Managed onboarding and offboarding processes for employees, maintaining 100% compliance with company policies.
• Recorded, tracked, and escalated incidents using ITSM system ServiceNow, achieving a 95% SLA adherence rate for incident resolution.
• Configured and supported 150+ workstations, tablets, cell phones monthly, ensuring minimal downtime.
• Imaged and configured workstations and laptops, reducing deployment times by 20% through streamlined processes.
• Performed security and OS updates, software deployments, and troubleshooting, achieving 100% patch compliance.
• Provided dedicated IT support to the Mintex Executive Team, resolving IT issues within 24 hours.
• Created and updated technical procedures and documentation, improving team efficiency through enhanced information accessibility.

• Assist in the setup and configuration of networking devices such as routers, switches, and firewalls under the guidance of senior engineers.
• Perform installation and configuration of hardware components, including workstations, servers, and network interface cards.
• Utilize network monitoring tools to observe network performance, detect anomalies, and generate reports for senior engineers.
• Diagnoses and resolve basic network issues such as connectivity problems, IP conflicts, and hardware malfunctions.
• Handle the physical setup of network cabling, including patch panels, Ethernet cables, and wireless access points.
• Implement and maintain basic network security measures such as configuring firewalls, setting up VPNs, and applying access control lists (ACLs).

• Oversee and manage the deployment, configuration, and maintenance of Microsoft Azure resources including virtual machines, storage accounts, and virtual networks.
• Monitor & optimize the performance of Azure services to ensure reliability.
• Manage and support Microsoft Outlook and Exchange Online, including user account creation, mailbox configuration, and troubleshooting email delivery issues.
• Implement and maintain email security protocols such as SPF, DKIM, and DMARC
• Provide advanced support for MS Teams, including user administration, integration with other Office 365 services, and resolving connectivity and performance issues.
• Monitor network performance, identify bottlenecks, and implement solutions to improve network efficiency and security.
• Implement network monitoring tools to proactively identify and address potential issues before they impact users.
• Diagnose and resolve hardware and software issues related to audio-visual systems in a timely manner, ensuring minimal disruption to business operations.
• Provide high-level support for end-users, addressing complex technical issues related to Azure, Outlook, Teams, and networking.
• Develop and deliver training programs to enhance users’ technical skills and improve
overall system utilization.
• Perform regular maintenance and firmware updates on all audio-visual hardware and software to ensure optimal performance
• Maintain comprehensive documentation of IT systems, configurations, procedures, and support activities.