Sashwat Shukla

L1 IT Support Engineer with 1+ years resolving 25–40 tickets/day at 100% SLA compliance in a live government enterprise environment (CBDT Taxnet 2.0, Income Tax Department of India). Proven across Windows OS, Active Directory, remote troubleshooting, and network fault resolution for a 200+ user base. CCNA-certified | ITIL Foundation in progress.

Desktop Support Engineer — L1 at Kaizen IT Services Pvt. Ltd. (2025-03 – 2026-03)

• Resolved 25–40 helpdesk tickets daily on a live government IT platform, sustaining 100% SLA compliance across a high-volume, zero-tolerance production environment.
• Delivered remote support to 200+ end users via TeamViewer and AnyDesk, resolving desktop, OS, and application issues without on-site escalation in 80%+ of cases.
• Managed Active Directory accounts for 200+ users — password resets, access provisioning, group policy updates — reducing repeat access issues through standardised SOPs.
• Configured and deployed Windows OS environments including driver updates, patch management, and diagnostics, ensuring standardised endpoint readiness across the project.

Application Support — CBDT Taxnet 2.0 at Income Tax Department, GoI

• Provided first-line support for mission-critical government applications (ITBA, AST, CPC) used by Income Tax officers in an active, high-stakes assessment environment.
• Resolved login failures, session timeouts, and account lockouts on secure government portals, ensuring zero disruption to officers during live tax assessment cycles.
• Maintained an incident knowledge base documenting recurring issues, root causes, and fixes — accelerating resolution time for repeat cases across the support team.
• Enforced IT security protocols and followed strict escalation procedures, ensuring all incidents were accurately logged and resolved within defined SLA windows.

Network & Data Centre Support at Kaizen IT Services Pvt. Ltd.

• Assisted NOC engineers in diagnosing a faulty Cisco switch and router using physical indicators and port logs, completing hardware replacement with zero unplanned downtime.
• Executed LAN cabling, patch panel termination, and switch port mapping during infrastructure expansion, maintaining accurate network documentation post-installation.
• Diagnosed and resolved LAN/Wi-Fi connectivity faults including DNS failures, DHCP conflicts, and IP address collisions, restoring connectivity with minimal end-user impact.

Master of Computer Applications in Computer Applications – Sam Higginbottom University of Agriculture, Technology & Sciences (2021 – 2023)

Bachelor of Science in Mathematics – Prayagraj State University (2018 – 2021)