Harshdeep Bhardwaz
Gurgaon
Summary
Experienced technical support engineer with over 6+ years of expertise in troubleshooting and resolving complex software and hardware issues. Proficient in remote support, system administration, and helpdesk management, with a proven track record of enhancing security and system uptime through streamlined processes. Passionate about leveraging advanced technologies to drive innovation and improve IT service delivery.
Overview
8
8
years of professional experience
Work History
Senior Domain Specialist
Incedo INC
06.2021 - Current
- Manage IT tickets, ensuring swift resolution and user satisfaction.
- Streamline user account processes in Active Directory, enhancing security.
- Resolve network and software issues remotely, improving system uptime.
- Oversee escalated IT tickets from L1 support, ensuring efficient handling.
- Utilize tools like Salesforce and ServiceNow for effective ticket management.
- Handled more than 40 active directories and more than 25 ticketing Tools
- Engaged in real-time chat support, addressing immediate queries and providing instant solutions. and handled chatbot queries and tickets too.
Technical Support Executive
Ashley IT Global
03.2017 - 12.2020
- Troubleshoot hardware and software issues for US and Canada clients via phone, email, and chat support
- Installed and configured hardware peripherals, including printers and scanners, and software applications like operating systems and productivity tools
- Created and maintained detailed technical documentation for internal knowledge base and customer reference
- Monitored system performance to identify and troubleshoot issues proactively, ensuring uninterrupted service delivery
- Identified and escalated complex technical issues to senior technicians or relevant departments for swift resolution
Education
Bachelor of Technology (B.Tech) -
SMVD University
03.2014
Higher Secondary Certificate (HSC) -
Guru Gobind Singh Public School
03.2008
Skills
- Troubleshooting
- Remote support
- System maintenance
- Helpdesk management
- Active Directory
- System administration
- Technical support
- VPN (Global protect, Cisco AnyConnect, Pulse secure, Open VPN,)
- Remote Desktop (Bomgar, VMware, LogMeIn, Citrix)
- SSO Microsoft , OKTA, Quick launch
- LDAP, AZURE/ENTRA, Jenzabar(Password reset, MFA, On-Prem policies, Authenticator)
- Office Suite (Word , Powerpoint, Excel, Yammer, Onenote, Teams, Onedrive, Yammer)
- Learning Management System(Canvas , Blackboard, Moodle, Brightspace)
- ERP(Banner, Peoplesoft, Argos)
- SIS(Peoplesoft, Jenzabar, Webadvisor)
- Printer Mapping
- VPN Installation
- Network drive Mapping
- Email configuration and troubleshooting
- DUO Authenticator setup
Languages
English
Hindi
Punjabi
Timeline
Senior Domain Specialist
Incedo INC
06.2021 - Current
Technical Support Executive
Ashley IT Global
03.2017 - 12.2020
Higher Secondary Certificate (HSC) -
Guru Gobind Singh Public School
Bachelor of Technology (B.Tech) -
SMVD University