Arsalan Gul

Network and Service Desk Analyst @Hexaware Technologies

Berlin, DE

Delivering both high-quality technical support and ongoing network infrastructure management. I handle a broad range of duties including incident resolution, service request fulfillment, network monitoring, and ensuring overall IT service continuity.Providing first and second-line support to the users, resolving issues related to hardware, software, user access, and connectivity. Management of accounts and policies in Active Directory, maintain device compliance through Microsoft Intune, and support collaboration tools within the Microsoft 365 ecosystem. Assistance in the configuration and troubleshooting of switches, routers, and firewalls, and help manage DNS, DHCP, and VPN services. I also maintain documentation, enforce IT policies, and ensure alignment with security standards.Consistently resolve support tickets within SLA targets, maintaining high user satisfaction.Improve first-call resolution by streamlining troubleshooting workflows and updating internal knowledge base content.Reduce network downtime through early detection and escalation of performance issues using monitoring tools.Supporting the rollout of new switches and reconfiguration of VLANs across office locations, enhancing performance and reducing congestion.Assisting with onboarding and configuring devices through Microsoft Intune, enabling remote policy enforcement, patch management, and inventory tracking.Helping implement a structured user provisioning workflow, reducing manual setup time for new hires by 40%.