Darshan Dwarakanath

- Worked full-time at Regeneron Pharmaceuticals, taking ownership of personal queue, resolving issues or escalating them as appropriate. Provided technical expertise to contribute to 2nd and 3rd line support.
- Logged and followed up on unresolved issues and edge cases not covered by internal resources. Communicated complicated concepts to customers with varying levels of technical understanding in a clear and non-patronizing manner.
- Troubleshot operating systems, hardware, and software problems to identify root causes. Replicated user issues to identify and resolve root causes.
- Translated lengthy troubleshooting steps by breaking down and simplifying instructions. Curated comprehensive system testing reports following internal standards.
- Supervised new hire laptop setup and ensured all required IT equipment was available for onboarding.
- Managed all IT issues for the site, including escalations, induction support, preparing GXP machines for lab operations, providing remote support, managing tickets, printer support, and assisting with hardware support.
- Coordinated with different teams regarding issues related to OS, hardware, and applications (Microsoft, software deployment team, imaging team, telephonic team).
- Managed and supported remote users located in France and Germany, configuring language packs for German and Chinese users.
- Handled repairs and configurations for AudioCodes and Polycom devices, and set up new phones based on requests.
- Ensured all assigned tickets were updated and resolved within expected timelines. Evaluated various impacts of ICT processes on current business priorities.

- Actively managed IT support through user management, escalation of support queries, streamlining support traffic, and direct service for incidents/new tickets raised through Jira, Service Now (Snow). Additionally, provided support to users based on message requests through Slack and Microsoft Teams.
- Successfully managed the migration of Dropbox to SharePoint and moved all user data from Dropbox to OneDrive, ensuring seamless transition and data integrity.
- Managed JAMF licenses for MacBook, setting rules and permissions, MDM, and LDAP synchronization for JAMF, ensuring efficient management and security compliance.
- Supported teams in installing and configuring Cisco Meraki devices (MX65W) based on client requests, facilitating smooth deployment and network connectivity.
- Managed AD, asset inventories, supported remote calls through Avaya, and administered SharePoint, Jira, and AWS accounts, ensuring comprehensive IT infrastructure management.
- Supported and guided other team members and customers for any Mac and Windows issues, leveraging expertise as the EU Focal point for Mac issues, to ensure prompt resolution and user satisfaction.
- Managed all available assets for the EMEA region regarding inventory by monitoring the lifecycle of IT equipment, MacBook & Windows repairs, and new orders of IT equipment, optimizing resource allocation and procurement processes.
- Conducted training sessions with customers to demonstrate software updates, new systems, and hardware, enhancing user proficiency and IT literacy. Additionally, responded to customer emails, calls, and live chat regarding technical malfunctions and issues to fix remotely, ensuring prompt and effective support.
- Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues, while also ensuring computer hardware remained in excellent working condition through regular maintenance and inspections, maximizing operational efficiency and minimizing downtime.

- Successfully built and maintained client relationships with timely follow-ups and turnaround times, ensuring calls were answered and requests were completed within SLA timeframes, thereby fostering trust and satisfaction among clients.
- Managed asset inventory of both software and hardware, maintaining a complete track record of all applications and software used on all machines in the organization, facilitating efficient resource allocation and budget planning.
- Utilized Fortinet Forti SIEM tool to monitor alerts, analyze them, and take action based on the priority of the alert, enhancing the organization's security posture and incident response capabilities.
- Created tickets based on priority, gathered all required information following predefined procedures, and escalated to different teams if necessary, while also creating knowledge base articles to facilitate future issue resolution and knowledge sharing.
- Successfully configured routers and established VPN connectivity for remote users (IP to IP and Site to Site) as per business requirements, ensuring secure and seamless access to company resources for remote employees, thereby improving productivity and collaboration.

- Provided on-site support for Flipkart, India's largest e-commerce organization, delivering desktop, LAN, network, and VOIP support for over 1000+ end users. Managed complete asset maintenance, including servers, network equipment, desktops, laptops, printers, and IT stock.
- Maintained 99% uptime of live servers while actively managing more than 25 clients over a 24-hour period as a key member of the Network Operations Centre. Provided remote support and maintenance for mission-critical, high-availability database and application server environments using various tools.
- Implemented the Free Open-Source Ghost (FOG) server in the network to enhance delivery, update, and maintenance efficiency of the operating system. Achieved installation across 500 machines within 7 days, significantly improving delivery timelines and system management capabilities.

- Managed the installation, administration, maintenance, monitoring, upgrade, patching, and performance tuning of all Windows/Linux operating systems. Successfully configured, troubleshooted, and maintained VMWare ESX 2 & 3, DNS, DHCP, TCP/IP, Active Directory, and routing issues in a NOC environment.
- Updated firmware, drivers, and hardware in Windows NT4/Server 2000/2003, 2008, Linux, Netware, and VMware environments to ensure optimal performance and security.
- Implemented design changes for network systems, including router, switch, and firewall configurations, to enhance network performance and security.
- Managed incident response activities, intrusion detection processes, and security for the infrastructure, ensuring timely detection and mitigation of security threats.
- Demonstrated ability to quickly learn and apply new skills to daily tasks, resulting in improved efficiency and productivity.