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Jatin Vaghela

@jatinvaghela1

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Senior Technical Support Engineer at Tech Holding Pvt Ltd, monitoring AWS infrastructure and resolving IT incidents.

India

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At Tech Holding Pvt Ltd, I monitor AWS infrastructure, deploy new services, and troubleshoot operating system issues across Windows, macOS, and Linux. I use tools including New Relic, Dynatrace, CloudWatch, Sumo Logic, and ELK to analyze system performance.

Previously, at Reliance Jio (Payroll: Aforeserve Ltd), I implemented ITSM processes that reduced response time by 20% and increased CSAT by 15%. I also co-founded Alphabet Technologies, where I managed IT infrastructure and support services.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Support Engineer

Current

Tech Holding Pvt Ltd

Apr 2022 - Present (4 years 6 months)

Diagnosed and resolved OS issues across Windows, macOS, and Linux. Monitored and managed AWS infrastructure, performed system performance monitoring, and led RCA and knowledge base creation.

Windows MacOS Linux AWS New Relic Dynatrace Cloudwatch SumoLogic ELK Confluence Jira Service Management ITIL Root Cause Analysis

Help Desk Technician

Etech Global Services

Sep 2021 - Mar 2022 (6 months)

Resolved incidents and service requests for international clients. Provided remote support using Bomgar, worked with Spiceworks, AWS EC2, VPN with MFA, and Fortinet, ensuring SLA adherence.

Bomgar Spiceworks EC2 VPN MFA Fortinet Active Directory SLA Management

Information Technology Services Specialist

Reliance Jio

Jul 2020 - Sep 2021 (1 year 2 months)

Delivered IMAC activities and asset management. Configured Software Center, BitLocker, Symantec, Forcepoint, Avamar Backup, and Office 365. Implemented ITSM processes reducing response time by 20% and increasing CSAT by 15%.

IMAC (Install Move Add Change)Asset Management Software Center Bitlocker Symantec Forcepoint Avamar Office 365 ITSM SLA Management

Service Engineer

Solid Systems Global

Sep 2019 - Jul 2020 (10 months)

Provided on-site technical support for Dell and Lenovo, managed Dell Service Center, and performed network troubleshooting for IP phones and access points while enforcing SLA compliance.

Dell Lenovo Network Troubleshooting IP phones Access Points SLA Compliance

Director - System Support

Alphabet Technologies

Jan 2018 - Jul 2020 (2 years 6 months)

Co-founded startup IT firm, managed IT infrastructure and support services, led Unity 3D projects and internships, and handled WordPress, CCTV, and LAN support.

IT Infrastructure Unity WordPress CCTV LAN Support

Desktop Support Engineer

HCL Technologies

Oct 2015 - May 2016 (7 months)

Provided support for government sector IT systems and AMC processes. Resolved issues for 500+ employees with 95% SLA adherence.

Government IT AMC SLA Adherence

Education

Degrees, certifications, and relevant coursework

LinkedIn Learning

Microsoft Office 365: Administration (Microsoft 365), Microsoft 365 Administration

Microsoft Office 365: Administration (Microsoft 365) certification from LinkedIn Learning, completed in 2023.

Microsoft

Introduction to Microsoft Azure Cloud Services, Cloud Computing

Introduction to Microsoft Azure Cloud Services certification from Microsoft, completed in 2023.

Atlassian

Jira Work Management Fundamentals Badge, Project Management

Jira Work Management Fundamentals Badge from Atlassian, completed in 2023.

Amazon Web Services

AWS Cloud Technical Essentials, Cloud Computing

AWS Cloud Technical Essentials certification from Amazon Web Services, completed in 2022.

Google

Technical Support Fundamentals, Technical Support

Technical Support Fundamentals certification from Google, completed in 2021.

Tata Consultancy Services

Computer Network, Computer Networking

Computer Network certification from Tata Consultancy Services, completed in 2020.

RK University

Master of Computer Applications, Computer Software Engineering

Grade: 7.72 CGPA

Master of Computer Applications in Computer Software Engineering from RK University, completed in 2015 with a CGPA of 7.72.

Maharaja Krishnakumarsinhji Bhavnagar University

Bachelor of Computer Applications, Computer Software Engineering

Grade: 6.94 CGPA

Bachelor of Computer Applications in Computer Software Engineering from Maharaja Krishnakumarsinhji Bhavnagar University, completed in 2013 with a CGPA of 6.94.