Sandeep Sapota

Delivered Level 2 IT support to over 300 end users, resolving 95% of tickets within SLA timeframes, significantly minimizing downtime.

Led IT onboarding and offboarding for an average of over 7 staff members per month, managing accounts and access using Active Directory, Azure AD, and MS O365, which reduced user setup time by 30%.

Resolved 95% of user-reported software, hardware, and network issues independently, enhancing user productivity and achieving high satisfaction ratings.

Managed and supported Virtual Desktop Infrastructure (VDI) environments, assisting users with virtual desktop login, application access, and performance issues.

Configured and maintained MS O365, VPNs, endpoint security tools, SharePoint, and Exchange Online, strengthening system security and accessibility.

Created comprehensive documentation and user guides, reducing repetitive tickets by 20%, and coordinated with vendors to troubleshoot hardware replacements.

Installed and configured over 100 PCs and peripherals across multiple office locations, contributing to seamless user setup and reduced downtime.

Maintained user accounts and group policies through Azure Active Directory, managing routine tasks including password resets and account creation for efficient user management.

Troubleshot and resolved technical issues efficiently, escalating complex problems to senior staff to ensure timely resolution and minimal disruption.

Performed critical data backups using OneDrive and created standardized system images, enhancing data integrity and facilitating rapid system deployments.

Ensured high levels of end-user satisfaction by delivering effective and responsive support, contributing to improved operational continuity.