Gagan Nagpal

I implement and migrate the operational stack that MSPs and internal IT teams run
their business on — PSA, RMM, security tooling, and the Microsoft layer underneath.

- HaloPSA, end to end, for an MSP service desk — ITIL-aligned ticket workflows, SSO
for technician access, customer self-service portal, SLA priority tiers with automated
escalation, and granular technician permissions for assets and

• Ticketing Tool: Connectwise PSA, AutoTask, MS Dynamics
• RMM Tools: Connectwise Automate, NinjaRMM,
• Microsoft 365: User Management, Spam Filter management, Entra ID management
• Firewall: Sonicwall, Fortinet, Cisco Meraki
• AD Management
• GPO management
• DNS & DHCP server management
• RADIUS Server Setup
• Installation/ Configuration Server/ Client OS
• Managing Patching for client systems

• Ticketing Tool: Connectwise PSA, AutoTask, MS Dynamics
• RMM Tools: Connectwise Automate, NinjaRMM,
• Microsoft 365: User Management, Spam Filter management, Entra ID management
• Firewall: Sonicwall, Fortinet, Cisco Meraki
• AD Management
• GPO management
• DNS & DHCP server management
• RADIUS Server Setup
• Installation/ Configuration Server/ Client OS
• Managing Patching for client systems

• Managing a team of 20-30 Technicians
• Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
• Developed business cases, presentations, and reports for senior management.
• Designed and prepared technical reports, studies, and related documentation.
• Responded to support requests from end users and patiently walked i

Led and mentored a team of 20-30 technicians, driving technical excellence, escalation management, and quality outcomes in a fast-paced service environment. Collaborated with senior management to develop business cases, technical reports, and presentations supporting data-driven decision making. Resolved complex hardware and software issues through root cause analysis, implementing systematic fixe

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services, and company information.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Resolved

• Worked as CSR for UAE Based process. Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Provided Support on Laptops, Desktops, Printers, Routers and Devised solutions to operations issues related to Windows, Mac, Printers, and Routers working closely via phone and email.
• Cultivated and maintained up-to-date industry and technical knowledge of all related fields to better solve customer issues.
• Brought forth exceptional technical competency.