Senior IT Support & Network Field Engineer

PANKAJ PARMAR

SENIOR IT SUPPORT / FIELD ENGINEER MICROSOFT & NETWORK INFRASTRUCTURE CLIENT SUPPORT

Basking Ridge, NJ 516-***-**** ************@*****.*** www.linkedin.com/in/pankajpar

PROFESSIONAL SUMMARY

Senior IT Support and Infrastructure professional with 19+ years of experience supporting enterprise users, applications, Windows/Linux environments, Microsoft 365, Active Directory, cloud-hosted platforms, and network infrastructure. Strong troubleshooting background across Windows Server, AD/Azure AD, TCP/IP, DNS, DHCP, VPN, firewalls, connectivity, application issues, and production incidents. Experienced handling escalated technical issues, working directly with users and technical teams, and maintaining reliable IT operations in SLA-driven environments.

CORE SKILLS

Microsoft 365 / Office 365

Active Directory / Azure AD

Windows Server

Windows Desktop Support

Linux / Ubuntu / Red Hat

TCP/IP / DNS / DHCP

VPN & Firewall Troubleshooting

Network Connectivity & Troubleshooting

Enterprise Application Support

Production / Infrastructure Support

Incident / Problem / Change Management

Remote & Onsite Technical Support

Monitoring & Alert Investigation

ServiceNow / Jira

Wireshark / tcpdump

Root Cause Analysis

Technical Documentation / SOPs

ITIL / SLA Support

User & Business Support

PROFESSIONAL EXPERIENCE

VAMPS TECHNOLOGIES — IT Support Specialist, Product & Infrastructure Support 2022 – Present

Provide Tier II/III support for enterprise applications, infrastructure, Microsoft environments, and business-critical production systems.

Troubleshoot Windows, Linux, Microsoft 365, Active Directory, Azure AD, authentication, access, connectivity, and application issues.

Diagnose network problems involving TCP/IP, DNS, VPN, firewall connectivity, and application communication.

Provide remote technical support and manage escalated incidents through ServiceNow and Jira.

Analyze logs, system behavior, network traces, and error conditions to identify root causes.

Collaborate with infrastructure, application development, and business teams to resolve complex technical issues.

Support production changes, releases, testing, and post-implementation validation.

Document solutions, troubleshooting procedures, recurring issues, and knowledge-base information.

Participate in incident response and after-hours/on-call support as required.

ALLIANT TECHNOLOGIES — System & Network Engineer 2008 – 2022

Supported enterprise applications, network infrastructure, systems, and production environments.

Troubleshot network connectivity, TCP/IP, DNS, VPN, application, and system issues.

Used monitoring tools to identify infrastructure and application problems and respond to alerts.

Performed system diagnostics, log analysis, network analysis, and root cause investigations.

Supported infrastructure upgrades, application migrations, production changes, and deployments.

Worked with infrastructure, development, networking, vendors, and business teams to resolve service-impacting incidents.

Provided escalation support for complex technical issues and production outages.

Created technical documentation and operational procedures.

Convergys — Microsoft Support Specialist 2004 – 2005

Provided remote technical support for Windows operating systems, VPN, connectivity, and desktop issues.

Troubleshot customer issues in a high-volume support environment.

Documented issues and resolutions and communicated technical solutions to end users.

EDUCATION

Master of Science in Computer Science, NYIT

Bachelor of Engineering in Information Technology, Maharshi Dayanand University

Certifications: ITIL, CCNA, CCNA Voice, Google – Introduction to Generative AI (2025)

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