Mukund Prajapati

IT Support and System Administration professional with 13+ years of experience across IT support, desktop support, hardware and networking, Linux support, and enterprise user support. Hands-on experience with Windows client environments, Active Directory Domain Services (AD DS), DNS, WSUS, Office 365, network troubleshooting, IT asset management, endpoint security, ticket/SLA management and user administration. Current environment includes Google Workspace administration, Jira/Atlassian, Jamf, CrowdStrike Falcon, CyberArk and Google Credential Provider for Windows (GCPW).

Strong background in L1/L2 troubleshooting, remote and onsite support, onboarding/offboarding, endpoint configuration and incident resolution.

IT Support Associate - Bluevine Technologies Pvt. Ltd.

(2024-01)

• Provide L1/L2 technical support to end users for Windows, macOS, hardware, software, applications, networking and authentication issues.
• Administer Google Workspace user lifecycle activities, including creation and management of user mail IDs through Google Admin Console and access-related support.
• Support Jira/Atlassian-based incident and service-request workflows; prioritize tickets, maintain SLA, document troubleshooting and coordinate escalations.
• Support Jamf-managed Apple endpoints, including device enrollment/status, configuration, application/policy deployment and endpoint troubleshooting.
• Support CrowdStrike Falcon endpoint-security workflows, including endpoint/sensor status checks and escalation of security alerts according to organizational procedures.
• Support CyberArk privileged-access workflows and troubleshoot access/authentication issues in coordination with security teams.
• Support Google Credential Provider for Windows (GCPW) authentication and troubleshoot Windows sign-in/device-related issues.
• Perform user onboarding and offboarding activities, endpoint preparation, application installation, access provisioning and asset coordination.
• Troubleshoot network connectivity using IP configuration, ping, tracert and telnet; provide remote and onsite support.
• Maintain IT asset records, documentation and standard compliance; coordinate with internal teams and vendors when required.

Support Engineer (Bluevine Technologies Pvt. Ltd. Project) - Smartmoves Consultants

(2023-01 - 2023-12)

• Provided end-user technical support and troubleshooting for hardware, software, operating system, application and network issues.
• Handled user requests remotely and by phone, maintained ticket records and followed defined SLA requirements.
• Supported user accounts, computer configuration, peripherals and IT asset activities.

Linux Support Engineer - Kloudscript India Pvt. Ltd.

(2021-10 - 2023-01)

• Provided Linux/Ubuntu support and troubleshooting for user and system-related issues.
• Supported thin-client Linux environments and assisted with hardware, network and application troubleshooting.

Desktop Support Engineer (SVPIMSR Hospital Project) - Mindsquare Technologies India Pvt. Ltd.

(2019-01 - 2021-10)

• Provided desktop and end-user support for hardware, software, networking and application issues.
• Configured desktops/laptops, installed required applications and supported domain-joined systems.
• Maintained antivirus and endpoint encryption/decryption, updates, asset inventory and user support.
• Provided remote and onsite troubleshooting and maintained service records.

Desktop Support Engineer - Future Focus Pvt. Ltd.

(2017-03 - 2019-02)

• Provided desktop support, hardware/software troubleshooting, application support and network connectivity troubleshooting.
• Configured desktops and laptops and supported end-user environments.

Hardware & Network Engineer - Net Connect Pvt. Ltd.

(2015-03 - 2017-02)

• Troubleshot computer hardware, networking and connectivity issues and supported LAN/WAN environments.
• Performed hardware configuration, installation and end-user technical support.

Hardware & Network Engineer - Asian Systems

(2014-08 - 2015-03)

• Provided hardware, networking and end-user troubleshooting support.

Computer Engineer - Jintech Solution Pvt. Ltd.

(2012-12 - 2014-07)

• Provided computer hardware, software and user support and resolved technical issues.

Bachelor of Commerce - Commerce - Gujarat University (2008)

12th Standard - G.S.E.B. (2005)