@mandarthakare
Senior IT Support Analyst at Archer Transnational Systems Pvt. Ltd., improving incident resolution efficiency by 30% for 500+ users.
IndiaAt Archer Transnational Systems Pvt. Ltd., I led IT support operations for 500+ users and improved incident resolution efficiency by 30%. I redesigned the JIRA Service Management portal, reducing request turnaround time by 25%.
I also deployed Azure infrastructure for remote work and strengthened access controls with Azure AD RBAC and conditional access. Earlier, I worked across network engineering, IT infrastructure, technical support, and desktop support roles.
Work history, roles, and key accomplishments
Archer Transnational Systems Pvt. Ltd.
Feb 2023 - Present (3 years 8 months)
Led IT support operations for 500+ users, improving incident resolution efficiency by 30% and reducing major incident downtime by 35%. Administered O365 ecosystem and deployed Azure infrastructure.
Stemmons Business Services Pvt. Ltd.
Mar 2021 - Feb 2023 (1 year 11 months)
Improved network uptime by 20% by optimizing router configurations and ISP link performance. Implemented IP telephony systems and deployed stable VPN and firewall configurations.
GTPL Hathway Pvt. Ltd.
Apr 2019 - Jun 2020 (1 year 2 months)
Managed IT infrastructure for 500+ endpoints, improving SLA compliance to 95%+. Increased system uptime by 20% through proactive monitoring using Zabbix.
Inknowtech Pvt. Ltd.
Dec 2018 - Apr 2019 (4 months)
Resolved 95%+ tickets within SLA by improving incident prioritization and escalation. Developed capacity and network documentation, improving troubleshooting efficiency.
Intelenet Global Services
Nov 2017 - Dec 2018 (1 year 1 month)
Supported 400+ endpoints, reducing user downtime by 20% through proactive maintenance. Standardized application deployment and email configurations, improving onboarding efficiency.
Degrees, certifications, and relevant coursework
Bachelor of Engineering, Computer Engineering
Grade: Distinction
Bachelor of Engineering in Computer Engineering with Distinction.
Diploma, Information Technology
Grade: First Class
Diploma in Information Technology with First Class.
Software and tools used professionally
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