SWAPNIL PANCHAL

IT support processes are effective and efficient. Assets are properly managed and protected. Endpoints are securely configured and monitored. User access is appropriately controlled. Regulatory and policy requirements are met. Risks are identified and mitigated through effective controls. IT services support business continuity and operational objectives

Provide remote technical support for systems, software, and network issues. L2 Engineer. Troubleshoot and resolve software, OS, and connectivity issues. Basic Outlook issues. System lag and crash issues. Install and configure applications, provision user accounts, and set up virtual environments. Used RDP / LMI to resolve issues remotely. Investigate system logs and network errors to fix root causes. Resolve recurring requests like password resets, VPN issues, and Wi-Fi failures.

Handled IT issues and service requests via the ITSM ticketing system. Administered Active Directory and Microsoft Exchange tasks (account creation, password resets). Managed Organisational Units, shared folders, and user access rights. Managed inbound call queues and incident tickets, meeting SLAs. Maintained accurate incident records for compliance

Led technical support for banking clients via ServiceNow Managed software deployment using SCCM. Facilitated secure remote access with RDP sessions. Managed incident lifecycle from logging to resolution, ensuring SLA compliance

Provided IT support for banking clients, resolving issues with Virtual desktop and software updates. Managed user accounts and permissions via Active Directory and Microsoft Exchange. Troubleshot connectivity and application access issues.

Managed incidents using ServiceNow, ensuring proper categorisation and escalation. Administered Active Directory tasks such as password resets and account management.

Monitored network links and escalated issues as needed. Logged connectivity issues in BMC Remedy, ensuring accurate records.