Swapnil Guha

About Swapnil Guha

Versatile IT professional with a robust background in Vendor Relationship Management, IT System Administration, and Project Management. Proficiently skilled in Google Suite and Office 365 administration, Okta administration, and access management software. Adept in incident management, service desk team leadership, and inventory management, ensuring seamless operations. Proficient in a diverse range of software and applications including Microsoft Office 365, Google Apps, Zoom, Slack, Okta, JIRA, and endpoint management systems like JAMF and Microsoft InTune. Accomplished in IT project leadership, stakeholder management, and IT AV & C tools, offering a strong foundation in IT consulting, operations, and vendor negotiation. Known for leveraging expertise in various ticketing and administration tools to drive operational efficiency and project success.\"Skills:Technical SupportJamf and Microsoft InTune AdministrationEnterprise SaaS Application Management (G-Suite, Salesforce, Adobe, Box.com, JIRA, Freshservice, Slack, Zoom, Okta)New Hire Onboarding and TrainingSystem Administration (MS 365, Google Workspace)Incident Management and TroubleshootingActive Directory ManagementDocumentation and Standards CreationOperating Systems: Mac OS, Windows 7/10 (PC), Chrome OS Software/Applications: Microsoft Office 365 Admin, Google Apps, Zoom, Adobe, Slack, Zoom, Okta, Miro, JIRA, Gong.io Ticket Tracking/Documentation: JIRA, Salesforce, Confluence, Zendesk, Asana,Servicenow,Freshservice Endpoint Management: JAMF, Microsoft InTune, Software Development Paradigms/Methodologies: Agile, Kanban, Scrum ITIL

Experience

1. IT Support Specialist

   FiscalNote

   Jul 2022 — Present · Gurugram, IN

   Led Tier 1–2 IT support operations for a diverse user base across Windows and macOS platforms, ensuring prompt resolution of technical issues and minimal downtime.Managed and prioritized service tickets using Zendesk and Jira, maintaining SLA compliance and improving support response times.Diagnosed and resolved complex hardware, software, and network issues, serving as an escalation point for junior technicians and collaborating with engineering teams when needed.Supported and optimized AV conferencing tools including Zoom and Google Meet, ensuring seamless meeting experiences and proactive troubleshooting for executive teams.Oversaw Mobile Device Management using Workspace ONE and Jamf, enforcing security policies, deploying applications, and managing device lifecycles.Administered enterprise collaboration and security tools such as Okta (SSO, MFA) and Slack, supporting user provisioning, access control, and integrations.Championed user experience and operational efficiency through proactive issue prevention, detailed documentation, and cross-functional collaboration.

Education

• SRM IST Chennai

  Bachelor of Technology - BTech, Electromechanical Instrumentation