Hritik Saha

Desktop Support Engineer with almost 2 years of hands-on experience delivering technical support, network troubleshooting, and system administration for US-based and domestic clients. Skilled in Active Directory, Microsoft 365 (Office 365) administration, VPN configuration, endpoint/antivirus security, remote desktop support (RDP), ticketing systems, and Windows workstation imaging and deployment. Proven record of resolving 25+ hardware/software/network tickets daily with a high first-call resolution rate, minimizing downtime, and maintaining strong client communication in fast-paced, SLA-driven help desk environments.

Desktop Support Engineer at Lester InfoServices Pvt. Ltd. (2025-08 – 2026-09)

• Resolved an average of 25+ technical support tickets daily covering hardware, software, and network issues, maintaining a high first-call resolution rate and meeting SLA targets
• Delivered remote IT support to US-based clients across multiple time zones, ensuring minimal service disruption and consistent customer satisfaction
• Diagnosed and resolved network and internet connectivity issues, improving average issue resolution time and reducing repeat tickets
• Created and administered 100+ Microsoft 365 (Office 365) email accounts, including security configuration and access controls for remote employees
• Provisioned and managed VICI dialer platform access for business communication teams, supporting uninterrupted call center operations
• Configured and troubleshot network switching and routing equipment to maintain reliable office connectivity
• Set up and supported VPN connections for remote users, ensuring secure, uninterrupted access to company resources
• Administered Active Directory user and domain accounts, managing secure system and network login access for the organization
• Monitored and maintained antivirus software across all endpoints, including installation, updates, and issue resolution to strengthen endpoint security posture
• Configured and deployed new Windows workstations for employees and clients, streamlining onboarding and improving workflow efficiency

IT Executive at Motovane Manufacturing Co-operative Pvt. Ltd. (2025-02 – 2025-04)

• Resolved software and hardware issues across end-user systems to maintain uninterrupted business operations
• Provided remote troubleshooting support, improving user experience and reducing system downtime

Desktop Support Engineer at CMS IT Services (2024-08 – 2024-11)

• Diagnosed and resolved software and hardware issues for end users in a high-volume support environment
• Delivered remote support and troubleshooting, contributing to consistent service delivery and customer satisfaction

B.Sc. IT (BSCIT) in Information Technology – Mumbai University, Pillai College of Arts, Commerce and Science (2024-06)

12th Standard in English Medium – Tilak College of Science, Commerce and Arts (2021-03)

10th Standard in English Medium – Sai Holy Faith High School (2019-03)