Akshay Sadhnani
Winnetka,CA
Summary
Professional Service Desk Analyst with proficiency in providing excellent and efficient technical support by prioritizing most important tasks. Experienced technical support representative with an eagerness to continually develop relevant skills. Im a quick learner and a team player with the ability to handle overwhelming days with a calm and composed attitude and always willing to help my teammates achieve their goals.
Overview
7
7
years of professional experience
Work History
IT Support Specialist
Vytalogy Wellness LLC
Chatsworth, CA
09.2023 - 11.2024
- Provided technical support to employees onsite, in person, via phone, MS Teams, and remote access.
- Track and follow up ongoing issues using FreshService as a service management platform.
- Configured workstations, laptops, MacBooks, network printers, and label printers for various departments.
- Created user accounts and configured settings in Active Directory and Microsoft 365.
- Replaced old data servers, domain controllers, and network switches and coordinated with the system admins to configure new servers and switches.
- Worked with other departments to plan and troubleshoot various production machines, and provide technical support to work with different vendors.
- Assisted colleagues with complex IT-related issues and acted as an escalation point for complicated issues.
- Worked with the cybersecurity admin to ensure workstations and network devices were patched to comply with cybersecurity regulations.
- Troubleshoot network issues and coordinate with network engineer to resolve dead zone issues and address connectivity issues.
- Planned and worked with the maintenance department to create new network drops and install new access points to address Wi-Fi dead zones and ensure seamless connectivity.
- Create and administer user accounts in SAP and Infor, and work with the ERP team to troubleshoot complex issues.
Helpdesk Analyst Tier 2
Netrix LLC
Newport Beach, CA
01.2021 - 08.2023
- Assisted customers by troubleshooting and resolving technical problems.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Trained new employees on support processes, procedures and knowledge base.
- Walked customers through processes of installing software or hardware and initial program start up procedures.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Conducted end-user training and provided technical support on hardware, software and network issues.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Handled large volume of phone calls, chat and emails in support of Windows and Mac systems.
Helpdesk Analyst
Prosum Inc.
El Segundo, CA
08.2017 - 12.2020
- Handling large volume of phone calls, chat and emails in support of windows and MAC systems.
- Testing performance, functionality and security of individual workstations and peripheral devices.
- Assuming remote control over customers' computers when necessary to resolve problems.
- Research, resolve and follow up on customer issues, earning 5-star customer review rating.
- Configure user accounts and user profiles within Microsoft Active Directory Domains. Trouble shoot issues as they arise or are elevated.
- Created historical records by documenting hardware and software changes and revisions.
- Consistently respond to customer service emails within standard window for optimal response.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Maintain composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Set up new desktop systems and configure laptops for incoming employees, loading required software and server permissions.
Education
Bachelor of Engineering - Electronics And Telecommunication Engineering
Mumbai University
India2016
Skills
- Technical support services
- Mac and PC proficiency
- Effective Communication with clients
- Recording support tickets
- Hardware diagnostics
- Office365 and Exchange admin Center
- Microsoft Active Directory and Azure active directory
- Windows Remote Desktop
- Software and hardware assistance
- Okta user management
- Documenting help knowledgebase of commonly known issues
- Lead training session for new team members in client specific technologies and how to efficiently utilize different tools used by the service desk team
- Azure VM administration
- Proficiency with different vpn applications
- Ability to quickly adapt to new technologies and learn new tools used to provide IT services
- Proficiency with connectwise control remote management tool and connectwise manage ticketing system
Timeline
IT Support Specialist
Vytalogy Wellness LLC
09.2023 - 11.2024
Helpdesk Analyst Tier 2
Netrix LLC
01.2021 - 08.2023
Helpdesk Analyst
Prosum Inc.
08.2017 - 12.2020
Bachelor of Engineering - Electronics And Telecommunication Engineering
Mumbai University
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