Pratik Naik

Experienced IT professional with a diverse skill set in IT operations, proficient in troubleshooting system issues, managing network infrastructure, and implementing backup solutions. Skilled in Office 365 administration, hardware/software installation, and network troubleshooting. Experience in LAN/Wi-Fi management, desktop assembly, mobile phone systems, and meeting room support

I have experience in supporting physical and virtual desktop environments, demonstrating adaptability across various platforms. I provide technical support across our customer base via phone, email, and on-site visits, resolving technical issues quickly and effectively. I deliver high-level customer service to both technical and non-technical staff and customers. I have expertise in Windows 10/11, Mac, Network, Connectivity, Adobe Acrobat, and Teams. I have provided on-site technical support to customers while maintaining a 99% user satisfaction rate and adhering to agreed procedures and processes within the support team. Possessing strong interpersonal skills, I proficiently communicate with individuals at all organizational levels and maintain a collaborative approach as a team player. I have managed the Veritas NetBackup tool, overseeing 400+ backup policies. I achieved a 98% backup success rate, enhancing data security, and reduced recovery time during critical incidents by 30%. I have customized backup policies for clients using scripting, including RMAN, SQL, and file systems. I resolved client issues with a 95% first-call resolution rate and enhanced user satisfaction, fostering positive stakeholder relationships. I maintain up-to-date documentation on all IT services using MS Office, enhancing client satisfaction, and conduct data validation and analysis, managing 20+ detailed Excel reports. I provide first-class customer support for all issues relating to Office 365. This includes installing and configuring new hardware and software according to organizational needs. I share best practices, tips, and troubleshooting techniques to empower users to effectively utilize desktop technology. I have managed network infrastructure, desktops, printers & scanners, and implemented sharing & backup solutions, ensuring proper setup and ongoing maintenance. I have also managed operating systems (Windows, Linux) and basic network administration. I troubleshoot and resolve system issues, identify root causes, and implement solutions with strong diagnostic and problem-solving skills. I prioritize tasks and multitask effectively to ensure the timely delivery of solutions and proposals. I troubleshoot LAN network and leased line internet connections, manage Wi-Fi access points, and broadband routers. I maintain Desktop assembly, mobile phone system (Apple and Android), new user setups, and meeting room support. I have also managed phone setup with EPABX and managed new user setup for biometric machines. I monitor and update software licenses and hardware inventory for full compliance and maintain system security through regular testing and servicing. I follow up on and resolve technical queries from users and assist and support users of all desktop systems. I have collaborated with team members in researching, designing, and implementing new technologies. I configure software, applications, and network settings, and manage hardware and peripherals to meet security standards, including firewalls and antivirus solutions. I have managed software and hardware upgrades, coordinating with vendors and stakeholders. Additionally, I have trained, mentored, and coached both internal and external end-users to enhance productivity with desktop software and tools, and provided basic training and support for end users, handling escalated support requests

Southwest University - INDIA | Bachelor of Commerce 

Accountancy, 06/2014 - 04/2017 

Certifications

• AWS, E Careers UK, 2024, Pursuing
• Advanced Hardware & Networking, MCSA, CCNA, Libra Computers Institute, 2019, India
• IT-Networking, Industrial Training Institute, 2013, India