Open to opportunities

mack ravte

@mackravte

IT support and IT service desk professional specializing in ITIL-driven incident management and Windows infrastructure availability.

India

Message

What I'm looking for

I’m looking for an IT Service Desk/Support role where I can run ITIL-driven incident and problem management, combine proactive monitoring with RCA, and improve Windows infrastructure reliability while collaborating cross-functionally.

I’m an IT professional with over 12 years of experience in IT Service Desk Management, Desktop Engineering, and Systems Infrastructure. I drive high-availability outcomes by leading technical support teams (L1/L2), ensuring resolution within defined SLAs, and aligning operations to ITIL frameworks. I’m especially strong in proactive performance monitoring, systematic root cause analysis (RCA), and crisis coordination to prevent major incidents.

I specialize in Windows Server administration (2008/2012 R2), system lifecycle management, and deployment—while maintaining security through vulnerability patching and up-to-date antivirus practices. I also bring disciplined operational execution: monitoring critical parameters (CPU, memory, disk space, server health), escalating complex issues to infrastructure and vendor teams, and building knowledge base articles and monitoring reports. From end-user support to remote troubleshooting, I consistently collaborate across teams and document clearly to improve service delivery.

Experience

Work history, roles, and key accomplishments

IT Service Desk Support

Allied Digital Services Limited

Jul 2022 - Jan 2026 (3 years 6 months)

Provided L1/L2 IT service desk and system monitoring support for enterprise users, resolving hardware, software, and network incidents within SLA. Monitored server health and alerting signals, escalated complex issues, and maintained knowledge base documentation for continuous service improvement.

Incident Management SLA Ticketing Systems System Monitoring Escalation Management

Desktop Engineer

J.B. Boda & Co. Ltd.

Jun 2018 - May 2022 (3 years 11 months)

Delivered desktop and server support, including fault-finding for laptops and desktops, and managed setup/configuration and software installation for new hardware. Ensured systems stayed up to date with security upgrades and antivirus, handled escalations to the IT Manager, and supported timely issue resolution.

Desktop Support Servers Software Deployment Antivirus Troubleshooting Escalation Management System Troubleshooting Fault Finding

Desktop Engineer

Pyramid IT Consulting Pvt. Ltd.

Apr 2016 - Jun 2018 (2 years 2 months)

Provided hardware/software support and performed OS loads on Windows XP through Vista. Resolved LAN connectivity and proxy/internet access issues and troubleshot Microsoft Outlook and email problems while resolving support tickets within SLA, including virus-related troubleshooting.

Windows XP Vista Support Proxy Internet Connectivity Support Email Troubleshooting Virus Troubleshooting Software support

Server Admin (WINTEL)

Shiv Rock Infosystem

Jan 2014 - Mar 2016 (2 years 2 months)

Managed WINTEL infrastructure by maintaining computer hardware, software, and network configurations and performing regular troubleshooting to maintain system integrity. Designed and developed applications using the Mendix online development suite and supported ongoing maintenance and fault investigations.

Wintel Troubleshooting Mendix Development Remote Technical Support