Sohel Rajpari
Greenford,United Kingdom
Summary
Dedicated IT professional with expertise in IT hardware support, remote troubleshooting, and ticketing system management. Proficient in using Hornbil and Jira Service Desk to enhance user onboarding processes and ensure customer service excellence. Skilled in Active Directory administration, system configuration, and helpdesk best practices, with a strong focus on documentation and reporting. Committed to delivering technical training and maintaining ITSM best practices while supporting mobile devices and Microsoft Office 365 environments. Aspires to leverage technical skills to drive efficiency and innovation within an organisation.
Overview
19
19
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Service Desk Analyst
London Borough of Lambeth
Brixton, United Kingdom
09.2024 - 12.2025
- Respond promptly to Level 1/Level 2 helpdesk tickets (hardware, software, O365 License issue, Sharedmailbox access and onboarding/offboarding requests)
- Troubleshoot incidents onsite and remotely using ticketing tools
- Escalate complex issues to the senior Systems Administrator when required
- Follow through to ensure timely resolution and document workarounds or fixes
- Install, configure and maintain artist workstations, laptops, peripherals and AV equipment
- Contribute to documentation of support processes, FAQs and knowledge-base articles
- Identify recurring issues and propose preventative solutions or automation's
- Proficiency with Windows 10/11, basic macOS support
- Familiarity with Active Directory, VPNs, printing services and common network troubleshooting
- Able to priorities a busy ticket queue and manage multiple tasks under tight SLAs
- Software and hardware maintenance including administering updates and patches for all machines, ensuring security and upgrades are kept up to date.
- Experience with IOS, Android for mobile management & administration.
- Coordinated and maintained effective communication between departments to enhance service delivery.
Service Desk Support Analyst
Coforge
London, United Kingdom
10.2022 - 09.2024
- Incident Management: - To ensure all calls are updated and resolved within SLA targets.
- To endeavor to provide an Above Customer Expectation service
- Undertake first line resolution activities Participate in on-going review and maintenance of the IT Service Desk processes
- To take part in knowledge sharing activities to include both business and technical knowledge sharing.
- Excellent Communication and customer handling ,ITSM process + Tools: - Understanding of ITSM process Understanding of Service Now
- Hands on experience of Active directory, Exchange, O365 (new user ID creation) etc.
- Install OS & configure system.
- A problem-solver who enjoys the challenge of fixing things.
- Curious by nature, always looking to learn more within the field and improve as Technical person.
- Perform hardware and software upgrades to peripheral equipment.
- Prepare, maintain and submit reports and applicable records of computer hardware and software inventory by site and system.
- Perform checks and ensure that, operating system patches are updated as outlined by Desktop Engineering.
- Clearing trouble tickets and work orders within agreed service levels. Make necessary independent decisions to correct errors or discrepancies in trouble tickets as required.
- Knowledge of Active Directory / InTune / Exchange.
- Knowledge of Incident response.
- Experience as L1/2 Technical support.
- Deploy & test desktop images for corporate machines.
- Contribute to the Starters, Leavers and Movers account and equipment provisioning (PC, AD Account, Mobile Phone, Office 365 etc).
- Excellent knowledge of Desktop Support (Windows/Mac/Mobile)
- Understanding of Hybrid Environments
- Understanding of Group Policy & Basic Server OS
- Excellent Customer Facing Skills
- Excellent Communication skills
- Printers (fixing common problems)
- Physically move the devices from build location to users' desk and set up OR dispatch area of courier the devices to users' home/other offices.
- Unpacking and repackaging laptop & delivery and shipping.
Senior Escalation Engineer
Concentrix
Pune, India
09.2021 - 10.2022
- Assisting client with enterprise level support related to Device and Deployment Technology under collaboration with Microsoft handling team of 20 and assisting on escalation. Knowledge of OS servicing , upgrade, Activation (2008 to Server 2022)
SME | Sr Technical Support Engineer
Concentrix
Pune Area
05.2018 - 09.2021
- Assisting client with enterprise level support related to Device and Deployment Technology under collaboration with Microsoft
Technical Support Helpdesk
Fiserv
11.2015 - 05.2018
- 1)Provided technical support, troubleshooting and diagnosing hardware, software and Networking Issues.
- 2)Assisted internal associate with accessing the VPN. This included but was not limited to token re-synchronization, creating tokens, reissuing tokens, troubleshooting SSL and CheckPoint VPN connectivity issues.
- 3)MS Internet Explorer 8, 9 & 11 Browser issue Troubleshooting.
- 4)Performed password resets for software applications, domain accounts, mainframe accounts, BlackBerry, and iPhones.
- 5)Configured iPhone device request within Active Directory, and the Microsoft Exchange Management Console.
- 6)Configured iPhones within AirWatch performing passcode wipes, device wipes, and troubleshoot AirWatch email error messages. I also whitelisted devices in AirWatch 7 and deleted devices on the server.
- 7)Performed user and machine recovery with McAfee Endpoint Encryption.
- 8)Resolved MS Outlook incidents including but not limited to pst/ost issues, sending/receiving error messages, & etc.
Technical Analyst
Entercoms
09.2012 - 10.2015
- 1) Ensuring customer complaints/concerns are resolved or escalated in a timely manner with an intention to drive better Customer Experience.
- 2) Real time team support to troubleshoot, install and configure (Portable, Desktop, and Printer), Computer Peripheral, Windows OS and Third Party S/W's and Networks, help them to isolate the core H/W component failure, issue a dispatch call, as per policy
- 3) Validate and approve all service calls/dispatches as per troubleshooting guidelines/approval matrix and ensure completion of all service and non-service dispatches on basis of timely follow up as per the matrix.
- 4) Analyzing time bound business reports like Accuracy Trending Metrics, Closed Case Hits and Hygiene Report etc.
- 5) Identify point of failures and providing closed-loop feedback to RE, designing action plans around it to achieve business targets and suit individual team members.
- 5) Attending QBR for Queue Performance Review and understand further changes for operational excellence.
- 6) Member of Risk Mgmt. Contribute to Company's knowledge base and process improvements.
- 7) Mentoring deserving team members to enable them to get promoted to the next level. Counselling agents (Inculcating job satisfaction to reduce attrition rate within the organization).
Assistant Administrator
TopSource Global Solutions
08.2010 - 11.2011
- 1) Proactive monitoring & troubleshooting of application, system, and network incidents affecting the site and ensure maximum availability and performance
- 2) Creation of trouble ticket and also resolving tickets after the issue resolutions.
- 3) Report to management Daily, Weekly and monthly reports on network performance by acquiring data through Remedy.
- 4) Providing quality support for network users.
- 5) To provide timely and accurate technical solutions regarding installation, configuration, diagnosis, troubleshooting, etc.
Customer Support Executive
Mphasis (payroll Business link solutions )
07.2006 - 06.2008
- 1) Logged the call to HP related to any hardware issue for the laptop/desktops.
- 2) Assemble the laptops & Desktop.
- 3) Able to troubleshoot, diagnose and determine the types of hardware or software failures on Laptops/desktop.
- 4) Coordinate to HP team regarding laptop & desktop issues
- 5) Follow up the call & resolve issue within SLA.
- 6) Installed the OS & drivers such as Win 7, vista, Win xp.
- 7) Handling Hardware, Network related issues and escalated as per the matrix.
Education
Bachelor of Commerce (BCom) - Marketing
University of Pune
India 02.2003 - 03.2007
Bachelor of Commerce (BCom) - Marketing
University of Pune
India 03.2006 - 03.2007
SSC - General Studies
J.N.Petit Technical High School
India 02.2001 - 02.2002
Diploma of Higher Education - Management Studies, Strategic Business Mgmt
Meridian Business School of London
London 01.2009 - 01.2011
Skills
- Hornbil
- Jira Service Desk
- IT Hardware Support
- Remote troubleshooting
- Ticketing system management
- User onboarding processes
- Active Directory administration
- System configuration
- Helpdesk best practices
- Hardware maintenance
- Customer service excellence
- Documentation and reporting
- Technical training delivery
- ITSM best practices
- Knowledgebase updating
- Mobile device support
- Microsoft Office 365
Certification
- Windows 11 Installation Basics
- Microsoft 365 Fundamentals: Azure AD & Access Management
- MCSE
- MCA
Languages
English (Professional Working)
Hindi (Native or Bilingual)
Marathi (Native or Bilingual)
Gujarati (Native or Bilingual)
References
References available upon request.
Timeline
Service Desk Analyst
London Borough of Lambeth
09.2024 - 12.2025
Service Desk Support Analyst
Coforge
10.2022 - 09.2024
Senior Escalation Engineer
Concentrix
09.2021 - 10.2022
SME | Sr Technical Support Engineer
Concentrix
05.2018 - 09.2021
Technical Support Helpdesk
Fiserv
11.2015 - 05.2018
Technical Analyst
Entercoms
09.2012 - 10.2015
Assistant Administrator
TopSource Global Solutions
08.2010 - 11.2011
Diploma of Higher Education - Management Studies, Strategic Business Mgmt
Meridian Business School of London
01.2009 - 01.2011
Customer Support Executive
Mphasis (payroll Business link solutions )
07.2006 - 06.2008
Bachelor of Commerce (BCom) - Marketing
University of Pune
03.2006 - 03.2007
Bachelor of Commerce (BCom) - Marketing
University of Pune
02.2003 - 03.2007
SSC - General Studies
J.N.Petit Technical High School
02.2001 - 02.2002