@akshaypatel7
Desktop Support Lead at Everest who cut ticket response time from 3 days to 15 hours and completed a Microsoft 365 migration for approximately 2,000 users.
United StatesAt Everest, I led Windows migration initiatives and provided Tier 2/3 desktop support across enterprise users. I managed ServiceNow ticket assignments and service delivery, reducing average response time from 3 days to 15 hours.
I completed a Microsoft 365 migration supporting approximately 2,000 users and led a MobileIron migration supporting approximately 1,400 devices. My experience also includes SCCM imaging, Active Directory administration, AWS end-user support, and executive support.
Work history, roles, and key accomplishments
Everest
Jul 2019 - Nov 2025 (6 years 4 months)
Led Windows migration initiatives and provided Tier 2/3 desktop support across enterprise users. Managed ticket assignments and service delivery through ServiceNow, reducing average ticket response time from 3 days to 15 hours.
L'Oréal USA
Feb 2018 - Apr 2019 (1 year 2 months)
Provided Tier 2/3 technical support for local and remote employees. Administered Active Directory accounts, groups, and organizational units, and imaged and deployed Windows 10 devices using SCCM.
Lightspeed Research LLC
Sep 2014 - Jan 2018 (3 years 4 months)
Provided white-glove technical support for executives and enterprise users. Supported Windows 10 deployments and Office 365 migrations, and managed Active Directory accounts and mobile device support.
Covance Inc.
Aug 2013 - Sep 2014 (1 year 1 month)
Led a Windows 7 migration project supporting more than 6,000 users. Deployed operating systems and applications through SCCM and provided post-migration Tier 2/3 support and user data recovery.
Church & Dwight Co.
Jul 2012 - Aug 2013 (1 year 1 month)
Led desktop support operations for end users across the organization. Managed Active Directory accounts and Citrix support, and resolved hardware, software, and connectivity issues.
Johnson & Johnson
Apr 2012 - Jul 2012 (3 months)
Provided desktop, application, and network support. Performed IMAC activities and workstation deployments, and managed Active Directory accounts and remote access solutions.
ImClone Systems
Nov 2010 - Apr 2012 (1 year 5 months)
Provided enterprise desktop and laptop support. Deployed and imaged systems using Symantec Ghost and SCCM, and supported Cisco VPN, network printers, mobile devices, and WebEx.
Degrees, certifications, and relevant coursework
Computer Science
Completed 35 credits in Computer Science.
Training, Windows/NT
Completed Windows/NT training.
High School Diploma, General Studies
Earned a high school diploma.
Software and tools used professionally
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