Amrish Patel

• Acted as L2 escalation point for resolution of complex end-user issues impacting 800+ enterprise users.
• Addressed advanced Windows 10/11 technical issues to ensure seamless user experience, focusing on login failures, corrupted profiles, registry-related errors, and application compatibility.
• Executed advanced troubleshooting for Microsoft 365 applications, enhancing user experience and system reliability.
• Facilitated management of hybrid identity environments utilizing Active Directory and Microsoft Entra ID (Azure AD).
• Facilitated secure onboarding and offboarding to ensure seamless domain join/unjoin and access provisioning for users.
• Diagnosed and resolved complex VPN, Wi-Fi (802.1x), and proxy connectivity issues.
• Provided VIP and executive white-glove support, ensuring minimal downtime for critical users.
• Directed incident and request management processes in ServiceNow, ensuring strict adherence to SLAs and thorough documentation.
• Facilitated SCCM-based imaging software deployment and managed patch updates.
• Maintained endpoint compliance and security using CrowdStrike Falcon and BitLocker encryption.
• Investigate and remediate DLP and endpoint security incidents, reducing security risk exposure.
• Deliver Level 1 and Level 2 desktop support for more than 1,000 enterprise users across multiple business functions.
• Executed deployment and provisioning of Windows 11 devices utilizing Windows Autopilot and Microsoft Intune.
• Troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, PowerPoint, and SharePoint.
• Assisted in installation, configuration, upgrading, and troubleshooting of enterprise and laboratory applications including GraphPad Prism, IBM Watson, FlowJo, IDBS, Veeva Vault, SAP, Helium, JChem, Office Timeline, Microsoft Project, Adobe Acrobat Pro, and an effort tracking application. Supported users by resolving issues with enterprise and laboratory applications such as GraphPad Prism, IBM Watson, FlowJo, IDBS, Veeva Vault, SAP, Helium, JChem, Office Timeline, Microsoft Project, Adobe Acrobat Pro, and an effort tracking application. Contributed to the setup and maintenance of enterprise and laboratory applications including GraphPad Prism, IBM Watson, FlowJo, IDBS, Veeva Vault, SAP, Helium, JChem, Office Timeline, Microsoft Project, Adobe Acrobat Pro, and an effort tracking application.
• Performed software installations, updates, licensing validation, and application compatibility testing.
• Managed IT asset lifecycle processes to optimize procurement, deployment, inventory reconciliation, relocation, and secure decommissioning.
• Performed comprehensive physical inventory audits to uphold accurate asset records and streamline asset management processes.
• Executed inventory maintenance by ensuring timely replenishment of laptops, desktops, monitors, docking stations, keyboards, mice, and accessories to support operational efficiency.
• Managed deployment of desktops, laptops, docking stations, printers, monitors, scanners, webcams, and mobile devices to enhance operational efficiency. Oversaw the configuration of desktops, laptops, docking stations, printers, monitors, scanners, webcams, and mobile devices as part of IT infrastructure improvements. Led initiatives to configure desktops, laptops, docking stations, printers, monitors, scanners, webcams, and mobile devices for optimal user experience.
• Provided technical support to troubleshoot and rectify hardware, operating system, networking, VPN, printer, and peripheral challenges.
• Executed Active Directory account administration tasks, including password resets and processing access requests to maintain operational integrity.
• Diagnosed and addressed authentication challenges within Microsoft Entra ID (Azure AD) to ensure seamless account functionality.
• Performed BIOS updates, firmware upgrades, driver installations, and hardware diagnostics.
• Maintain BitLocker encryption compliance and endpoint security standards.
• Administered comprehensive management of incidents, service requests, asset records, and knowledge articles to enhance operational efficiency within ServiceNow.
• Collaborated with Infrastructure, Security, Networking, and Application Support teams to resolve complex enterprise incidents.
• Produce technical documentation, standard operating procedures (SOPs), and knowledge base articles.
• Achieved SLA targets consistently while ensuring high levels of customer satisfaction.

• Provided L1/L2 support for 600+ users, achieving high first-call resolution rates.
• Resolved Windows OS, Microsoft 365, and network connectivity issues, enhancing user experience.
• Managed Active Directory account lifecycle including permissions and group policy support.
• Supported VPN connectivity (Cisco AnyConnect) and remote access issues.
• Troubleshot Outlook, Teams, and OneDrive synchronization issues, ensuring seamless communication and collaboration.
• Tracked incidents using ServiceNow and Jira, maintaining SLA compliance and improving response times.
• Supported Windows 10/11 upgrade and deployment initiatives.
• Assisted in testing, validation, and post-deployment user support.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Worked well in a team setting, providing support and guidance.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Passionate about learning and committed to continual improvement.
• Demonstrated respect, friendliness, and willingness to help wherever needed.
• Paid attention to detail while completing assignments.
• Organized and detail-oriented with a strong work ethic.
• Managed time efficiently in order to complete all tasks within deadlines.

• Executed enterprise-wide Windows 10 imaging and deployment with SCCM and MDT, ensuring seamless transition for all users.
• Facilitated IMAC operations, managing hardware setup, relocation, and replacement to minimize downtime.
• Provided L2 troubleshooting for post-migration OS, application, and network issues.
• Delivered end-user training and post-migration support.
• Conducted end-user training and provided post-migration support to enhance user adoption and satisfaction.

• Deployed Windows 10 images to 500+ enterprise systems.
• Delivered L1/L2 support for OS, application, and connectivity issues, ensuring quick resolution for end users.
• Oversaw asset tracking and hardware lifecycle updates, maintaining accurate inventory and compliance.
• Created documentation and training materials for end users.
• Developed documentation and training materials for end users, facilitating smoother onboarding and usage.

• Supported Windows 10 migration across 500+ enterprise devices, ensuring seamless transition and minimal downtime.
• Managed Active Directory accounts and group policies to streamline user access for 1000+ employees.
• Performed endpoint troubleshooting for printers, scanners, and thin clients.
• Executed IMAC activities for device upgrades and replacements across the organization. including device upgrades and replacements.
• Assisted in asset disposal and secure decommissioning processes.

GPA: 3.5

GPA: 3.35