Arpit Saxena

IT Infrastructure professional with 6+ years of experience across IT Helpdesk, L2 Desktop Support, IT Asset Management and IT Operations. Experienced in ITSM, Incident Management, Problem Management, Root Cause Analysis (RCA), SLA Management & Monitoring, Escalation Management and ITIL processes. Strong hands-on experience in end-user support, hardware/software troubleshooting, ticket ageing, SLA tracking, asset lifecycle management, CMDB, inventory management, PAV, stock audits, asset reconciliation and vendor/OEM coordination.

Proven contribution to VDI Migration Phase-3 for 2,000+ users and large-scale IT asset disposal involving 3,000+ assets.

IT Asset Management - WIPRO LIMITED - Bathinda, India

(2022-08)

Client: HPCL-Mittal Energy Limited (HMEL)

• Manage and coordinate ITSM activities covering Incident Management, Problem Management and Service Request Management; monitor SLA compliance, ticket ageing, pending actions and escalations through closure.
• Perform Root Cause Analysis (RCA) for recurring/major technical issues and coordinate corrective actions with resolver groups, internal IT teams, vendors and OEMs.
• Govern end-to-end IT Asset Lifecycle Management covering procurement/receiving, tagging, warehouse storage, deployment, transfer, reconciliation, recovery, repair, replacement and disposal.
• Maintain accurate asset, inventory and CMDB records by reconciling application/SCCM data with physical verification; resolve ownership, location, status and sub-status discrepancies.
• Conduct Physical Asset Verification (PAV), stock audits and inventory reconciliation; manage IT warehouse receipt, tagging, issuance, stock control, material movement, inventory availability and FIFO.
• Coordinate hardware repair/replacement, quotations, insurance claims and NFA processes with OEMs, vendors, procurement, finance and internal IT teams.
• Use SAP MM/IMAC for material tracking and asset-related transactions; generate analysis using MB51, MB52 and ME2N.
• Coordinate hardware support for laptops, desktops, AIOs, printers, projectors, IP phones, switches and peripherals; prepare stock, service, ageing and management reports.

Infrastructure / Desktop Support L2 - WIPRO LIMITED - Bathinda, India

(2019-10 - 2022-08)

Client: HPCL-Mittal Energy Limited (HMEL)

• Provided L2 technical support for Windows endpoints, incidents and service requests; troubleshot desktops, laptops, printers, peripherals, operating systems and applications.
• Installed/configured desktops, laptops, thin clients and printers; troubleshot HP, Canon, Ricoh and other peripherals.
• Supported Windows Server 2008/2012 R2 installation and patch management, plus daily operational checks for data-centre devices and servers.
• Managed Cisco IP telephony through CUCM, including extension creation/modification with backend teams.
• Delivered VIP support for iPad configuration, telephony and video conferencing using Webex, Zoom and Microsoft Teams.
• Supported VDI Migration Phase-3 with daily progress tracking and management reporting for 2,000+ users.
• Worked on Incident Management, Service Request Management, Escalation Management, SLA timelines, recurring issue analysis, RCA support and corrective-action follow-up under ITIL-aligned practices.

B.Tech - Computer Science - North East Frontier Technical University (2016 - 2019)

Diploma - Computer Science - The Punjab State Board of Technical Education & Industrial Training (2009 - 2011)