IT Support Engineer - 5+ Years in IT Infrastructure & Support

NILESH MANDAVKAR

Mumbai, Maharashtra, India

Phone: +91-797**-***** Email: **************@*****.*** PROFESSIONAL SUMMARY

IT Support Engineer with 5+ years of experience delivering L1/L2 support and managing IT infrastructure across Windows, Office 365, Active Directory, Google Workspace, and LAN/WAN networks. Proven ability to reduce system downtime by 30%, resolve 95% of tickets within SLA, and support 200+ users with consistent 90%+ CSAT.

PROFESSIONAL EXPERIENCE

IT Support Engineer CDP India Pvt. Ltd. (Oct 2022 – Present)

• Delivered L2 support for 200+ users, maintaining 90% CSAT.

• Troubleshot LAN/WAN, VoIP, biometric, and AV systems, reducing issues by 25%.

• Reduced vendor resolution time from 5 days to 3 days.

• Administered Google Workspace for 150+ users.

• Resolved 50+ monthly Google Workspace incidents.

• Reduced hardware tickets by 20%.

IT Support Engineer Bharat IT Services Pvt. Ltd. (Nov 2021 – Sep 2022)

• Resolved 95% of support tickets within SLA.

• Reduced downtime by 30% using monitoring and preventive maintenance.

• Managed 300+ Active Directory accounts.

• Resolved 100+ monthly Outlook issues.

• Supported Office 365 for 200+ employees.

• Achieved 99.9% network uptime across two offices.

• Earned 3 CSAT awards for 95%+ ratings.

IT Support Engineer Freight Connection India Pvt. Ltd. (Jul 2018 – Mar 2021)

• Managed server/network equipment using DNS & TCP/IP.

• Improved security by reducing unauthorized access attempts by 15%.

• Configured 100+ desktops and peripherals.

• Automated data processes using MS Access & Excel. EDUCATION

Diploma in Information Technology – Vidyalankar Polytechnic (2016–2017) HSC – Mumbai Junior College (2011–2012)

SSC – Shri Gauri Dutt Mittal Vidyalaya (2009–2010) CERTIFICATIONS

• AWS Solutions Architect – Associate

• Diploma in Software Testing (CMS IT Services)

AWARDS

• Customer Satisfaction Award – CDP India Pvt. Ltd. (2024) TECHNICAL SKILLS

Networking & Security: TCP/IP, DNS, LAN/WAN, Firewalls, VPN, VoIP Systems: Windows 7/10/11, Active Directory, Google Workspace, Office 365 Tools: Outlook, Patch Management, Endpoint Security, Backup & Recovery Other: MS Excel, Google Sheets, Asset & Inventory Management

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