Back to Developers

Saurabh Mitragotri

Remote Support Engineer

Panvel, Maharashtra, India

Profile Score

Skills & Expertise (9)

Virtualization Technologies Network Monitoring Zscaler AWS Wordpress Amazon Connect IAM EC2 Firewalls

Work Experience

Remote Support Engineer

Wipro LTD. | ThinkApps Solutions PVT. LTD.

12-2023 - Present

Demonstrated excellent communication skills with the ability to empathize, de-escalate, and effectively handle irate or upset customers. Skilled in troubleshooting and configuring Office 365 and Microsoft Intune for end-users. Provided remote support for technical issues related to Microsoft Office, Intune, Citrix, Accops, Bitlocker, Cisco, Zscaler, SAP, VPN, and other enterprise tools. Handled incoming calls and customer emails, ensuring timely and professional responses. Identified and escalated complex issues to supervisors or higher support tiers when necessary. Researched, diagnosed, and resolved customer complaints using internal tools and applicable software. Routed support requests to the appropriate teams or domains based on the nature of the issue. Created and maintained SOP's for newly encountered issues and their resolutions. Troubleshot and resolved a wide range of hardware, software, and networking problems. Installed and upgraded antivirus software such as Trellix and McAfee to ensure user-level security compliance. Ensured prompt resolution of operational issues in accordance with defined schedules and SLA targets. Managed BitLocker encryption across enterprise endpoints, including key recovery, TPM-related troubleshooting, policy enforcement, and resolving drive-unlock or decryption failures during system maintenance and recovery tasks. Performed Avamar backup and restore operations for servers and endpoints, diagnosing and resolving issues such as failed backups, client registration errors, connectivity problems, and BitLocker-encrypted drive conflicts impacting backup integrity and restore performance.

Intern

Sankalp Technical Services and Laboratory

12-2018 - 07-2019

Conducted testing using measuring devices, such as multimeters, to identify faulty components. Authored technical specifications, instructions, and reports, ensuring clear documentation and compliance with requirements. Managed administrative tasks, including preparing and coordinating reports with customers.

IT Support Executive

Hotel The Regency by Tunga - from Spark IT Solutions

06-2023 - 11-2023

Configured network devices including access points, routers, and switches; implemented firewall rules and other security measures. Performed network troubleshooting to resolve connectivity issues across LAN/WAN environments. Provided technical assistance to end-users by diagnosing and rectifying hardware & software problems with speed and efficiency. Led system upgrades and migrations to improve operational efficiency and minimize downtime. Identified, isolated, and resolved hardware, software, and network faults using remote and onsite diagnostic tools.

Intern

Textronics Design Systems (I) PVT. LTD.

03-2023 - 06-2023

Expertise in configuring and troubleshooting networking, routing, and switching environments. Hands-on experience with SonicWall Firewall (6.50S) configuration and management. Proficient in configuring and troubleshooting Outlook and Windows Live Mail. Extensive experience in creating, maintaining, and troubleshooting virtual machines (VMs). Proficient in the installation and configuration of printers, scanners, and drivers.

Certifications

AWS re/START

MagicBus Foundation · 2023

Deployed WordPress website on AWS with AWS structure and WordPress development. Implemented an Amazon Connect call center on AWS, demonstrating strong skills in cloud computing and contact center management. Created and maintained IAM groups, users, roles, and EC2 instances to ensure secure and efficient cloud operations.