Thejasviraj Charitar

Provides first-level and Tier 2 technical support for hardware, software, network, and peripheral issues across Windows and macOS. Handles user account management, escalates complex issues, and performs root cause analysis to minimize downtime.

Maintained a 95% service level across 900+ customer interactions, providing bilingual Tier 1-2 support. Authored knowledge base articles and deployment guides, and supported enterprise deployments end to end.

Supported customers and channel partners with technical troubleshooting, product demonstrations, and solution scoping. Resolved 85% of Fortinet firewall support tickets at first line.

Coordinated IT support and user onboarding for 500+ enterprise users, reducing SLA violations by 25%. Migrated 100+ contact centre agents from Cisco Finesse to AWS Connect with minimal disruption.

Monitored and maintained network and IP telephony infrastructure for a financial services group, sustaining 95% uptime. Led a banking client's datacentre firewall migration from Check Point to FortiGate, cutting downtime from 5% to 1%.

Maintained 98% uptime across Rogers Group's network estate through proactive monitoring and rapid incident response. Supported client onboarding and produced deployment documentation and runbooks.

Deployed and supported 100+ IP VPN links across Europe, including 20 IPVPNs in the UK within two months, improving network stability by 10%. Provided client onboarding and training support, improving project delivery timelines by 20%.

MBA in Project Management from the Open University of Mauritius, completed in April 2023.

Bachelor of Engineering with Honours in Electronic and Communication Engineering, completed in August 2013.