Shanky Garg

About Shanky Garg

I am a detail-oriented and versatile IT support professional with extensive hands-on experience in end-user support, system administration, and IT infrastructure management across both Windows and macOS environments. Over the years, I have demonstrated consistent success in analyzing and resolving complex hardware, and software issues, while ensuring minimal downtime and maximum productivity for users. My expertise includes building and deploying Windows and Mac systems, managing user onboarding/offboarding (JML lifecycle), and administering enterprise tools like Okta, JamF Pro, and Microsoft Intune. I have a proven track record in maintaining IT assets, enforcing security policies through MDM configurations, and supporting AV setups in modern workplace environments. I excel in remote and onsite support through platforms like Zoom, Slack, and MS Teams, and have consistently met SLA targets through effective ticketing and incident management. In addition, I offer strong support for Google Workspace, Microsoft 365, SharePoint, and domain-based system configurations. Currently pursuing Cyber Security education through online courses to expand my technical skills.

Experience

1. System Engineer

   Hashicorp

   Jan 2024 — Present · Noida, IN

   Working as System Engineer at Hashicorp India on contractual basis since January 2024.• Analyzed and resolved hardware, software, and network issues for desktop and enterprise environments.• Built and deployed Windows and Mac laptops for new hires and hardware refreshes.• Handled onboarding/offboarding tasks and lifecycle asset management (Joiner, Mover, Leaver).• Provided onsite and remote user support via Zoom and Slack; escalated complex issues to vendors or senior teams.• Managed user accounts and Mac devices using Okta and JamF Pro; integrated third-party apps securely.• Installed and configured MDM profiles and enforced security policies on Mac systems.• Maintained and supported AV equipment in conference and meeting rooms.• Tracked and managed IT tickets through Service Desk systems in alignment with SLAs.• Collaborated with international IT teams to ensure seamless cross-region support.• Provided support for Google Workspace tools (Gmail, Drive, Meet, Calendar, etc.) and resolved user issues.Key Achievements: Improved first-time resolution rate by 20% through proactive troubleshooting guides. Reduced onboarding time by 30% by standardizing new device configurations.

Education

• State Board of Technical Education, Haryana

  Diploma of Education, Computer Science

• Kurukshetra University

  Bachelor of Technology - BTech, Computer Science