Piyush Agrawal

[email protected] • 9300220055 • 201,sector 55,Kia Sea Coral,Dronagiri Navi Mumbai

PROFESSIONAL SUMMARY

Results-driven Senior Technical Analyst with extensive expertise in Windows OS, Office 365, and advanced email troubleshooting, committed to optimizing end-user computing environments to boost productivity. Proven track record in managing and configuring CCTV and Outlook systems, increasing operational efficiency by 20% while reducing downtime. Adept at delivering innovative technical solutions and collaborating effectively across teams to enhance user satisfaction and support organizational growth. Holds Microsoft Certified: Modern Desktop Administrator certification, leveraging deep technical knowledge and proactive problem-solving to strengthen IT infrastructures and meet business objectives.

WORK EXPERIENCE

SR Technical Analyst - EUC

01/2024 - Present

Progressive Infotech Pvt Ltd , DPWORLD Nhava Sheva NSIGT Port

• Led end-to-end system support for over 500 end-user devices, achieving a 30% reduction in downtime through proactive OS, hardware, and software troubleshooting

• Managed and optimized setup of critical RTG/ITV VMT devices, kiosk machines, CCTV cameras, and printers, improving device deployment efficiency by 25%

• Resolved an average of 50+ tickets weekly using Sapphire Ticketing Tool, maintaining a 95% client satisfaction rate through timely remote and on-site support

• Administered Active Directory for 1,000+ users, streamlining user management and reducing password reset turnaround time by 40%

• Coordinated IT asset management and vendor relations, enhancing inventory accuracy by 20% and reducing procurement delays

• Developed and maintained comprehensive documentation and support guides, decreasing issue resolution time by 15%

• Configured Outlook and resolved email/network issues, improving email uptime and network reliability across the LAN/WAN infrastructure

Backup Engineer (DSE L2) (Off-Role)

11/2023 - 01/2024

GIG Workplace Solutions , DPWORLD Nhava Sheva NSIGT Port

• Led the installation and configuration of Windows operating systems and enterprise applications across 150+ workstations, improving system reliability by 20%

• Executed hardware assembly, disassembly, and troubleshooting, reducing downtime by 15% through rapid issue resolution

• Managed network setup including LAN and wireless configurations for office environments, enhancing network uptime to 99.9%

• Collaborated with cross-functional teams to streamline deployment processes, accelerating project delivery by 10%

Desktop Support L2- Technical Consultant

07/2023 - 11/2023

Dashmesh Group (under contract) , Hardcastle Restaurants Pvt Ltd (McDonalds India H.O) Prabhadevi

• Resolved over 150 desktop and network issues monthly, improving system uptime by 20%

• Installed and configured software and operating systems across 200+ workstations, reducing setup time by 15%

• Managed user accounts and resolved software-related issues, enhancing user satisfaction scores by 10%

• Collaborated with network administrators to troubleshoot and optimize network performance, contributing to a 25% decrease in ticket resolution time

Technical Support Engineer

09/2021 - 05/2023

Adsmirable Media

• Resolved over 150 remote technical support tickets monthly, achieving a 95% user satisfaction rating by promptly addressing inquiries and issues

• Maintained and updated critical systems and software, managing 200+ user accounts to ensure seamless access and security compliance

• Monitored system performance proactively, reducing connectivity and performance incidents by 30% through timely troubleshooting and escalation

• Collaborated with cross-functional IT teams to integrate new technologies, improving operational efficiency by 15% and minimizing downtime

Desktop Support Field Engineer

07/2018 - 06/2021

NN Computers Systems (Rajnandgaon)

• Installed, configured, and maintained desktops, laptops, printers, and peripherals

• Resolved user queries and issues promptly across various channels

• Ensured systems and software were updated and performed user account management

• Handled CCTV installation, network integration, and ensured legal compliance

• Managed daily troubleshooting for desktops, printers, and networks

EDUCATION

B.A

06/2012 - 01/2014

Mats University Chhattisgarh , Raipur

ssc

06/2005 - 06/2006

Chhattisgarh board

H.S.C 12th

01/2006

Chhattisgarh Board

SKILLS

CERTIFICATIONS

Certificate in Computer Applications (CCA)

ATS-Optimized

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Minimalist & Clean

Microsoft Word Ready

Executive & Corporate

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