Jalpan M Patel
Bound Brook
Summary
Motivated and technically skilled IT Support Specialist with a strong academic foundation in Information Technology and hands-on experience supporting enterprise environments. Offering strong understanding of device configuration, networking protocols and operating system specifications. Eager to learn new processes, programs, and procedures quickly to maximize contributions to users, teams, and business success.
Overview
3
3
years of professional experience
Work History
Level 2 IT Support Engineer
Insmed
05.2025 - Current
- Documented standard operating procedures for consistent technical support delivery across the organization.
- Streamlined helpdesk processes for faster response times to client inquiries.
- Provided remote support and system troubleshooting using LogMeIn, improving response time and minimizing user downtime.
- Assisted with the completion of Windows 11 Migrations
- Managed secure user authentication and access control using Okta, enhancing enterprise identity management and streamlining SSO workflows
- Utilized Druva for endpoint data protection, backup scheduling, and recovery operations, ensuring data integrity and compliance across user devices.
- Performed user account management, license allocation, and issue resolution through Microsoft 365 Admin Center (Outlook, Teams, OneDrive).
- Managed user and device accounts in Active Directory, including creating, modifying, and relocating users/computers to appropriate OUs and security groups.
- Administered Offboarding & Onboarding
- Configured and deployed system images for new and existing devices, ensuring consistency and compliance with organizational IT standards.
- Provided Tier 2 technical support using ServiceNow ticketing system, documenting, tracking, and resolving user issues efficiently.
IT Technical Analyst
Bank of America
06.2024 - 05.2025
- Provided technical support for hardware, software, and network issues.
- Troubleshoot system performance issues to identify root cause problems.
- Developed process documentation for IT operations procedures.
- Proficient in Remedy/BMC Helix Ticketing System.
- Implemented user access control policies based on business requirements.
- Investigated incidents reported by end users with the help of remote monitoring tools.
- Troubleshoot program and system malfunctions to restore normal functionality.
- Offered full remote support to End-Users.
- Offered Full End-Support for all Microsoft Office Products
Help Desk Analyst
TEKsystems
08.2022 - 12.2023
- Administered Onboarding and Offboarding
- Provided day-to-day technical support for End-Users
- Configured hardware and software settings to optimize network performance.
- Troubleshoot and resolve hardware issues.
- Upgraded laptops to Windows 10 per user needs.
- Managed overall desktop support, including user management in Active Directory.
- Provided end-user support for hardware and software issues.
- Administered Active Directory including user management and inventory management
- Configured new devices with peripherals and software.
- Wiring, cabling, and devices to establish, repair and improve network operations.
Education
Bachelor of Science - Information Technology
New Jersey Institute of Technology
Newark, NJ05.2025
Associate of Applied Science - Information Technology
Raritan Valley Community College
Branchburg Township, NJ12.2022
Skills
- Device Configuration
- Equipment Configuration
- Strong Multitasking
- Problem-Solving Skills
- Customer Service
- Inventory Management
- Windows and Mac Troubleshooting
- Remote support
- Desktop support
- Software installation
- Active directory
- Ticketing systems
Hobbies and Interests
Networking: Routing & Switching, Desktop Support/Helpdesk, Network Security: Palo Alto, Cisco Firewall
Timeline
Level 2 IT Support Engineer
Insmed
05.2025 - Current
IT Technical Analyst
Bank of America
06.2024 - 05.2025
Help Desk Analyst
TEKsystems
08.2022 - 12.2023
Associate of Applied Science - Information Technology
Raritan Valley Community College
Bachelor of Science - Information Technology
New Jersey Institute of Technology
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