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I am a customer-focused IT Help Desk Specialist with a proven track record of delivering technical support to end-users across multiple locations. I excel at diagnosing hardware and software issues, managing IT assets, and maintaining enterprise applications. I have strong experience with ticketing systems (Zendesk, Jira, ServiceNow), Office 365, Windows Server, VMware, and cloud-based systems. I communicate clearly, solve problems efficiently, and handle escalations with professionalism and empathy.…I am a customer-focused IT Help Desk Specialist with a proven track record of delivering technical support to end-users across multiple locations. I excel at diagnosing hardware and software issues, managing IT assets, and maintaining enterprise applications. I have strong experience with ticketing systems (Zendesk, Jira, ServiceNow), Office 365, Windows Server, VMware, and cloud-based systems. I communicate clearly, solve problems efficiently, and handle escalations with professionalism and empathy.

Gunjan Kumar Macwan

Web Developer, Front-End Developer, Back-End Developer, +2

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I am a customer-focused IT Help Desk Specialist with a proven track record of delivering technical support to end-users across multiple locations. I excel at diagnosing hardware and software issues, managing IT assets, and maintaining enterprise applications. I have strong experience with ticketing systems (Zendesk, Jira, ServiceNow), Office 365, Windows Server, VMware, and cloud-based systems. I communicate clearly, solve problems efficiently, and handle escalations with professionalism and empathy.…I am a customer-focused IT Help Desk Specialist with a proven track record of delivering technical support to end-users across multiple locations. I excel at diagnosing hardware and software issues, managing IT assets, and maintaining enterprise applications. I have strong experience with ticketing systems (Zendesk, Jira, ServiceNow), Office 365, Windows Server, VMware, and cloud-based systems. I communicate clearly, solve problems efficiently, and handle escalations with professionalism and empathy.

Available to hire

I am a customer-focused IT Help Desk Specialist with a proven track record of delivering technical support to end-users across multiple locations. I excel at diagnosing hardware and software issues, managing IT assets, and maintaining enterprise applications. I have strong experience with ticketing systems (Zendesk, Jira, ServiceNow), Office 365, Windows Server, VMware, and cloud-based systems. I communicate clearly, solve problems efficiently, and handle escalations with professionalism and empathy.

Skills

Active Directory

VMware

Microsoft Office

Experience Level

Active Directory

Expert

VMware

Expert

Microsoft Office

Expert

Work Experience

IT Help Desk Support at Mobile Care

January 1, 2024 - October 28, 2025

First point of contact for IT support requests via phone, email, and in-person; resolved tickets using Zendesk and Jira; performed Tier 1 support including password resets, account unlocks, printer setup, software installation, and email configuration; provided remote support via TeamViewer, RDP, and AnyDesk; supported Office 365 and VPN connectivity; administered Identity and Access Management via Active Directory and maintained accurate IT asset records.

Refurb Team Lead / IT Help Desk Support at Mobile Klinik

March 1, 2023 - March 1, 2023

Provided remote and onsite IT support for over 100 users, troubleshooting network connectivity, hardware, software, and application issues; escalated complex issues to Tier 2/3; created and updated knowledge base articles; trained junior technicians; maintained IT asset records; coordinated with vendors for hardware replacements and service outages; ensured service levels and SLA adherence.

Mobile Repair Technician at Mobile Klinik - Professional

April 1, 2021 - April 1, 2021

Provided remote and onsite technical support for Samsung devices, troubleshooting hardware, software, and network issues; documented service interactions using Samsung GSPN and ticketing platforms; diagnosed and repaired devices, processed exchanges when repairs were not feasible; de-escalated customer concerns and maintained high customer satisfaction.

Software Developer at Apolizer Inc

April 1, 2018 - April 1, 2018

Collaborated with a team of six to develop an Android application for collecting vehicle data from OBD devices and storing it in local and cloud-based databases; implemented data mining and visualization using RapidMiner; applied AdaBoost to improve data accuracy; designed and maintained an offline database; participated in code reviews and collaborated with developers and designers; hosted project on AWS.