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.
