Mac Patel

IT Technical Support Engineer with around three years of experience in end-user support, troubleshooting, and timely issue resolution, skilled in Active Directory administration (user management, group policies, and permissions) with a focus on security and compliance, experienced in incident and service request management using ServiceNow while meeting SLAs, proficient in remote support tools such as TeamViewer, AnyDesk, and RDP, with strong expertise in hardware and software troubleshooting using SCCM and diagnostic tools, adept at root cause analysis and implementing preventive solutions, knowledgeable in IT monitoring and reporting through KPIs and dashboards, and a dependable professional committed to minimizing downtime and enhancing user satisfaction.

IT Support Specialist at Elephant Insurance (2025-02 – Present)

Managed and supported enterprise IT infrastructure, including servers, storage systems, and virtualization platforms, ensuring high availability and performance.

• Diagnosed and resolved user-reported issues via email, phone, and ticketing systems, achieving an average first-response time improvement of 30% and timely technical resolution.
• Recorded troubleshooting activities and resolutions in ServiceNow, maintaining accurate documentation and knowledge base records.
• Communicated ticket progress to users and ensured adherence to SLA commitments and response timelines.
• Utilized ServiceNow for incident, change, and problem management, contributing to a 20% improvement in IT service delivery efficiency.
• Deployed operating systems, patches, and applications across endpoints using SCCM.
• Administered Active Directory, including user account management, password resets, and supported LAN/WAN operations, resolving over 50+ daily access-related requests efficiently.
• Monitored KPIs, conducted root cause analysis, and implemented preventive actions to reduce recurring incidents.

IT Support Specialist at North State Bank (2023-05 – 2025-01)

Performed routine IT system maintenance, including OS updates, patch management, and system optimization, improving system stability and reducing unplanned outages by 25%.

• Delivered IT remote support using remote desktop tools, assisting with troubleshooting, software deployment, and technical issue resolution.
• Diagnosed and resolved hardware and system issues using diagnostic tools and remote access technologies, ensuring minimal IT downtime.
• Deployed software applications and updates via SCCM, ensuring secure and policy-compliant delivery across 1000+ endpoints with improved deployment efficiency.
• Provided end-user IT support through email, phone, and remote sessions, resolving technical incidents and service requests efficiently.
• Documented IT incidents and resolutions in Jira, maintaining accurate records for tracking and knowledge management.
• Resolved software application issues by delivering backend IT application support, improving application uptime and reducing recurring defects by 20%.
• Supported users through remote IT troubleshooting, delivering continuous technical assistance and ensuring uninterrupted IT services.