Mehulkumar Mayani
Watford,United Kingdom
Summary
Experienced IT professional with expertise in Windows system administration, VMware, and Active Directory. Proven track record in providing exceptional 1st and 2nd line support, ensuring service level agreement adherence. Skilled in firewall configuration, backup configuration, SSL certificate handling, and IT infrastructure monitoring tools. Adept at using IT ticketing systems to resolve issues efficiently while maintaining excellent communication skills and delivering outstanding customer service. Committed to leveraging creative problem-solving abilities to enhance IT operations and support organisational goals.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work history
Technical Support Engineer
Community Fibre Limited
London
09.2021 - 12.2021
- Experience in inbound - outbound calls to end users' optimum telecommunications equipment for current performance, functionality, budgetary goals
- Managed calls during voice-over-Internet Protocol (VoIP) sessions for security and quality
- Troubleshot and repaired telephone, video conferencing, and voicemail systems
- Guided and assisted users with technical issues, improving network performance and usability
- Experience with Zendesk ticketing tool Helps and Diagnoses L1 support for remote users Maintaining / Escalating of Tickets as per the SLA with Customer
System administrator
I - Engineering Private Limited
, India
09.2019 - 03.2021
- Provide support via telephone, skype and chat to US clients
- Working on server monitoring tool Stackify
- Worked with vendors to evaluate and integrate new hardware and software solutions.
- Troubleshooting techniques fixing the code bugs, and managing source code on Git tool
- Experienced working on Windows Server 2008, 2012, IIS, MS SQL, database backup, account and user lock/unlock in the database, SSL certificate installation.
- Improved service-user experiences through effective communication and efficient, accurate issue resolution
- Communicated effectively with stakeholders, offering technical guidance and support for implementations.
System administrator
Dev IT Limited
, India
08.2017 - 07.2019
- Monitored network performance to identify problems and target solutions in advance of major incidents
- Investigated problems with hardware and software to trace faults
- Working experience with Right Now(Cloud Services) ticketing tool
- Working on infrastructure hardware: Server, Juniper SRX, SSG firewalls, etc
- Worked on the task provided on a time frame and completed it by taking snapshots on VMware
- Hands-on experience with Service right now ticketing tool
- Experienced working on Windows Servers, Linux servers, VMware, and virtual boxes
- Worked on Active Directory for managing users on the server
- Monitored computer virus reports to determine when to update virus protection systems
- Managed user accounts including password resets and access level changes-enhancing overall security.
Technical Support Engineer
Future Group India Limited
07.2016 - 08.2017
- Resolved 95% of technical support tickets within 24 hours by utilizing diagnostic tools, remote desktop applications, and extensive knowledge of hardware and software troubleshooting
Network Engineer
Patel Electronics
07.2014 - 07.2015
- Engineered and deployed a multi-site WAN infrastructure, improving network reliability and speed by 30% through the use of advanced routing protocols and network optimization tools such as Cisco IOS and SolarWinds
Telecom Network Engineer
Reliance Jio Limited
09.2015 - 05.2015
- Successfully designed and implemented a robust network infrastructure, reducing downtime by 35% and improving connectivity across 50+ locations using cutting-edge technologies such as MPLS, VPNs, and VoIP systems
Education
Master of Science - Information Technology
LDRP college of Engineering
India 03.2012 - 04.2014
Bachelor of Science - Computer Science
Gujarat University
India 03.2009 - 03.2012
Skills
- Windows system administration
- VMware
- Customer Service
- Active Directory
- 1st and 2nd line support
- Excellent communication skills
- Firewall configuration
- Creative problem solving
- IT ticketing systems
- Backup configuration
- SSL certificate handling
- IT infrastructure monitoring tools
- Service level agreement adherence
- Wireless networking
Websites
Timeline
Technical Support Engineer
Community Fibre Limited
09.2021 - 12.2021
System administrator
I - Engineering Private Limited
09.2019 - 03.2021
System administrator
Dev IT Limited
08.2017 - 07.2019
Technical Support Engineer
Future Group India Limited
07.2016 - 08.2017
Telecom Network Engineer
Reliance Jio Limited
09.2015 - 05.2015
Network Engineer
Patel Electronics
07.2014 - 07.2015
Master of Science - Information Technology
LDRP college of Engineering
03.2012 - 04.2014
Bachelor of Science - Computer Science
Gujarat University
03.2009 - 03.2012
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