Lalit Purohit
Danvers,MA
Summary
With over 10+ years of experience in the IT industry, I’m a highly motivated Desktop Support Technician/Lead who is always looking for new challenges. My strong work ethic, adaptability, and exceptional interpersonal skills make me stand out. I am proficient in working independently and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Desktop Support Lead
Cognizant Technologies Solutions
Boston, MA
01.2023 - Current
- I work as a Desktop Support Lead for Cognizant, a company that provides services to Wellington Management, which is located in Boston.
- Provided guidance to junior technicians in resolving escalated tickets.
- Audit the closed tickets by the desktop support technicians.
- Troubleshoot virtual desktop related issues.
- Utilize the Microsoft Intune/Windows Autopilot process to image the PC.
- Assisted with troubleshooting complex technical issues related to desktop applications and hardware devices.
- Participated in project planning meetings to provide input on technical requirements.
- Coordinated with third-party service providers for repair services when needed.
- Developed documentation for IT processes and procedures related to desktop support activities.
- Managed inventory of IT assets including laptops, PCs, mobile devices .
- Resolved complex customer service issues involving desktop systems.
- Assisted with the installation of new computers, peripherals and other IT-related equipment.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Conducted remote troubleshooting to diagnose software problems.
- Resolved technical issues for clients through phone and email support.
- Developed user guides and training materials for software usage.
- Managed helpdesk ticket system to ensure timely issue resolution.
- Coordinated with vendors for equipment procurement and repairs.
Senior IT Support Engineer/Logistics Team Leader
Tata Consultancy Services /Client: John Hancock
Boston, MA
11.2021 - 12.2022
- As a Senior IT Analyst at Tata Consultancy Services, I worked for the client Manulife John Hancock in Boston.
- Collaborated with other teams within the organization to resolve complex incidents quickly.
- Assisted in the setup of new workstations with appropriate operating systems, software applications and peripheral devices.
- Participated in IT projects related to desktop support services.
- Created detailed documentation for IT processes, procedures and troubleshooting steps.
- Provided technical assistance to users in person, via phone or email.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Collaborated with IT team members on projects and initiatives.
Senior Specialist IT Support
HCL America Inc. /Client: P&G Gillette
Boston, MA
08.2019 - 10.2021
- Worked for HCL America's client (P&G Gillette, Boston) as Executive Care Tech/ KIOSK IT Support technician.
- Led team of 6 support representatives in large customer contact center.
- Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
- Developed team support strategies and service goals for busy contact center.
IT Manager
Big Boy Toyz Ltd.
Gurugram, HR, INDIA
10.2013 - 01.2018
- Responsible for Big Boy Toyz Ltd. Entire IT Infrastructure.
- Maintenance and troubleshooting of IBM 3100 & 3300 series servers.
- Managing Vendor relationship management.
- Maintenance of Server, Firewall, switch, Router, ILL (internet lease line) etc.
- Managing all infrastructures requirement of hardware/Software and Troubleshooting for smooth operations.
Education
Bachelor of Arts - Political Science
Hemwati Nandan Bahuguna Garhwal University
Dehradun Campus, INDIA06.2011
Jetking Certified Hardware And Networking Professional - IT Hardware/ Networking
Jetking Infotrain Limited
Dehradun, INDIA2009
Servicing HP Desktops, Workstations And Notebooks For Service Technicians -
HP University
08.2020
High School Diploma -
SBM Inter Collage
Rishikesh, INDIA06.2008
Skills
- Technical problem-solving
- Active Directory
- Ticket Audit
- Microsoft Intune
- Advanced troubleshooting
- Windows AutoPilot
- Asset management
- Office 365
- Hardware expertise
- Service NOW
- LAN/WAN
- Customer support needs assessment
- Windows 11/10/ Server 2012/2016
- MAC Support
- Mobile Device Management
- Incident Management
- Virtualization Technologies
Timeline
Desktop Support Lead
Cognizant Technologies Solutions
01.2023 - Current
Senior IT Support Engineer/Logistics Team Leader
Tata Consultancy Services /Client: John Hancock
11.2021 - 12.2022
Senior Specialist IT Support
HCL America Inc. /Client: P&G Gillette
08.2019 - 10.2021
IT Manager
Big Boy Toyz Ltd.
10.2013 - 01.2018
Bachelor of Arts - Political Science
Hemwati Nandan Bahuguna Garhwal University
Jetking Certified Hardware And Networking Professional - IT Hardware/ Networking
Jetking Infotrain Limited
Servicing HP Desktops, Workstations And Notebooks For Service Technicians -
HP University
High School Diploma -
SBM Inter Collage