Ankit Gonsalves

IT specialist with multiple years of experience in IT and Desktop Support. Technical skills in networking, Windows/Linux administration, and maintaining in-house IT Systems and providing comprehensive customer support. Strong personal characteristics as demonstrated by being achievement-oriented, self-controlled, self-confident, collaborative, flexible, approachable, and dedicated. Proven effective communication skills and proficiency in Microsoft tools, demonstrated competencies in meeting project deliverables individually and through team collaboration. Ultimately, I can contribute to providing a secure IT infrastructure which meets business objectives.

Technical Support Specialist

Route Mobile Ltd, Mumbai, India

September 2017 – December 2021

• Provided service delivery and improved Enterprise IT services and products to multiple end users in a fast-paced environment with 50+ corporate customers.
• Installed, serviced, and upgraded over 200 Windows/Linux Operating Systems.
• Provided IT support services, troubleshooting and system operation maintaining documentation.
• Worked with various IT teams to ensure software, hardware or security tools are properly configured and functioning as expected.
• Provided Infrastructure support to resolve issues related to IT Systems like server, desktop, backup, network etc.
• Managed 20+ issues daily with 95% success and ensured KPIs scores are met.
• Proficient in management and deployment of devices and applications using Microsoft System Center Configuration Manager (SCCM).
• Performed companywide Phishing exercises for security awareness training. 
• Strong knowledge of Open path technology for Key card-based Access Control.
• Good knowledge on TCP\IP, Routing Protocols, Switching, DNS, DHCP, SSL/VPN 

Technical Support 1

Webstag Technologies, Mumbai, India

January 2016 – August 2017

• Providing excellent front and back-end application technical support via Phone and Email 
• Manage and troubleshoot LDAP (Active Directory) issues.
• Proficient in Application deployment using SCCM.
• Solved 95% of Level 1 tech support tickets without needing to escalate further, reducing solution time by 40%
• Maintained troubleshooting logs for user Systems and application using Windows logs. 
• Keeping up with advancements in network technologies and MS Office solutions.
• Worked very closely to identify log and eliminaterecurring network issues and maintain 99% system uptime.

Desktop Support

Florix Software Solutions, Mumbai, India

September 2014 – December 2015

• Provide tier 1 for infrastructure, users and devices connected with minimal supervision.
• Working directly with clients to gather and document requirements relating to their internal systems, networks, and applications.
• Support and maintain organizational computer systems, desktops, and peripherals like installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance.
• Maintain inventory of Hardware/Software and track application software updates.
• Responding to service requests in designated response time and maintaining records in our ticketing system.
• Resolve technical issues in a timely manner and perform hardware/software installations, configurations and updates as needed.

Cyber Security PG Certificate, Saskatchewan Polytechnic, SK, Canada – Jan. 2022 to Oct. 2022

Bachelor of Computer Engineering, University of Mumbai, India – July 2011 to June 2014