Pratham Gupta Email & Phone Number

• Provide comprehensive technical support for global Salesforce users across MacOS, Windows, IOS & Android platforms addressing hardware, software and network connectivity issues• Utilize Jamf to ensure seamless Mac device management and integration within IT ecosystems. • Conducting iOS and Android MDM enrollments, installing applications, and deploying patches and certificates.• Effectively executed certificate remediations for both Mac and Windows through command-line scripting, and manual installations, ensuring compliance• Network troubleshooting, addressing LAN, DNS, and IP issues, and performing Zscaler and Cisco VPN troubleshooting.• Extensive knowledge of tools such as JAMF and Active Directory, including modifying user permissions and updating object attributes.• Resolving issues related to RDP and NoMachine in Linux environments.• Demonstrate strong analytical skills to identify root causes and implement preventive measures. Exceeded SLAs through incident management and resolution, achieving a 98% CSAT rate.

• Provided remote IT Support to Sears employees, resolving issues across Windows and Android platforms, through multiple communication channels• Administered Microsoft Intune, managing device compliance, app deployment, and security updates.• Configured object permissions in Active Directory and resolved Directory Services binding issues on PCs.• Streamlined Exchange Online operations, including mailbox management and Office 365 support to enhance productivity.• Supported Zscaler and Cisco VPN, troubleshooting connectivity, managing policies, and ensuring secure access.• Facilitated new hire onboarding by configuring systems, printers, installing software, and setting up equipment.

• Provided desktop support for Boeing users, assisting with Windows account setup, configuration, and troubleshooting via phone, chat, and email.• Managed service tickets using Zendesk, processing support actions and incidents efficiently.• Effectively diagnosed and resolved technical issues across diverse internal applications, ensuring seamless customer experience across time zones.• Applied software patches timely to prevent vulnerabilities and maintain compliance, ensuring continuous device access.• Provided application access by verifying user roles and permissions. Collaborated with cross-functional teams to resolve complex technical issues.