Rupesh Ahire

IT Support Engineer with 3+ years of experience delivering L1/L2 technical support across desktops, networks, cloud platforms, and enterprise applications in fast-paced, multi-vendor environments. Proven track record of resolving 95%+ of tickets within SLA, administering Microsoft 365 and Azure Active Directory for 500+ users, and strengthening endpoint security posture using Intune and Microsoft Defender. Adept at vendor coordination, IT asset management, and onboarding/offboarding for enterprise teams.

AZ-900 certified with hands-on exposure to Azure Virtual Machines, VDI (Citrix, VMware Horizon), and ITIL-based incident management.

IT Support Executive at iPlace India (2025-12 – Present)

• Deliver L1/L2 technical support for desktops, laptops, printers, network, and application issues, resolving 95% of tickets within SLA using ServiceNow.
• Administer Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint, Exchange Online) and manage user accounts, password resets, MFA, distribution groups, and access permissions via Azure Active Directory and the M365 Admin Center.
• Support Azure AD-joined devices, troubleshooting authentication, sync, and access issues; maintain endpoint security through Microsoft Intune and Microsoft Defender.
• Install, configure, and troubleshoot Windows 10/11, MS Office, VPN, and enterprise applications, ensuring minimal downtime.
• Coordinate with internal teams and external vendors on hardware replacement, procurement, repair, warranty claims, and AMC renewals; review and approve verified invoices with finance for timely payment processing.
• Maintain IT documentation, asset records, and troubleshooting guides while ensuring compliance with IT security policies and software update standards.

Associate IT Support Engineer at Simplify Healthcare (2024-09 – 2025-08)

• Provided first-level technical support to end users for hardware, software, network, and application issues, including installation and support of Windows 10/11 and Office 365 (Office, Teams, SharePoint).
• Monitored and maintained LAN/WAN and VPN network performance, resolving connectivity issues and ensuring endpoint protection via Sophos, Microsoft Defender, and Intune.
• Provisioned and supported virtual desktop environments (VDI) using Azure Virtual Desktop, Citrix, and VMware Horizon to ensure optimal performance and accessibility.
• Managed onboarding/offboarding processes, including account setup, email provisioning, and systems access, and maintained IT inventory and asset records.
• Collaborated with Compliance, Cloud Infrastructure, Monitoring, and Deployment teams, and supported video conferencing, VoIP, and mobile device setups.

Technical Support Engineer at Microworld Software Services Pvt. Ltd (2022-06 – 2024-08)

• Delivered technical support to end users and enterprise clients for antivirus and endpoint security software via phone, email, and remote sessions (TeamViewer, AnyDesk).
• Applied networking and infrastructure knowledge (DNS, TCP/IP, firewalls, proxy, ports, OS internals) to troubleshoot connectivity, update failures, and deployment issues.
• Diagnosed malware detection, false positives, and performance issues; analyzed logs to support malware remediation using in-house tools and threat intelligence platforms.
• Configured and managed DLP policies for enterprise clients to prevent unauthorized data transfer via email, USB, external drives, and cloud platforms.
• Escalated complex issues to Tier 2/3 teams, delivered product demos and PoC deployments, and partnered with QA/development teams by reporting bugs and driving product improvements.

B.Tech in Electronics & Telecommunication – R.C. Patel Institute of Technology, DBATU (2021)

HSC – R.C. Patel Junior College (2017)

SSC – R.C. Patel Secondary School (2015)