Apurva Khairkar

Help Desk / IT Support Specialist with 3+ years of experience serving as the first point of contact for technical support. Skilled in troubleshooting hardware, software, mobile devices, and network connectivity issues across Windows 10/11 and Microsoft 365 environments. Experienced in providing support via phone, email, chat, and in-person, with a strong client-service approach. Proven ability to manage tickets, escalate complex issues, and deliver timely resolutions while maintaining high user satisfaction.

• Active Directory
• Escalation Handling
• First-Line Support
• Incident Management
• Microsoft 365
• Microsoft Outlook
• OneDrive
• ServiceNow Ticketing
• SharePoint
• SLA Management
• Teams
• Windows 10/11

1. IT Administrator – Security Operations

   The Empire Group

   oct. 2022 to Aujourd’hui

   Toronto, ON

   • Act as the first point of contact for IT support requests via phone, email and in-person. • Troubleshoot and resolve issues related to hardware, software, Microsoft 365, network connectivity and printer. • Log, track, and manage incidents using ServiceNow, ensuring timely resolution and proper escalation of complex issues • Escalate unresolved issues to senior teams while maintaining ownership and communication with end users • Perform device setup, imaging, mobile and asset management for new and existing employees • Manage user accounts in Active Directory, including onboarding, offboarding, password resets, and access provisioning • Diagnose and resolve email-related issues including Outlook configuration, mailbox access, sync errors, distribution list management, and Exchange Online connectivity problems • Deploy and manage endpoint devices using Microsoft Intune, including policy configuration, app deployment, and compliance enforcement across Windows and mobile devices. • Provide basic user training and guidance to improve technical proficiency across the organization • Maintain accurate documentation of support requests, resolutions, and internal knowledge base articles

2. Technical Sales Executive – SIEM (Splunk)

   Redington India Ltd

   août 2019 to août 2020

   India

   • Sold Splunk SIEM software as part of Redington's enterprise software distribution portfolio, engaging directly with IT and security stakeholders at prospective client organizations • Delivered product demonstrations and technical use-case walkthroughs of Splunk's SIEM and log management capabilities • Managed RFP responses and licensing structuring for new deals • Tracked and managed quarterly renewal cycles across an assigned account base, following up with clients ahead of expiry to reduce churn • Maintained regular follow-up cadence with prospects and existing clients throughout the sales cycle, from initial lead through post-sale renewal • Coordinated with internal teams and OEM (Splunk) contacts to resolve licensing, pricing, and renewal queries • Generated and qualified new leads while building product and market knowledge of the SIEM/security tooling landscape

3. Corporate Sales Engineer

   MapMyIndia

   avr. 2018 to juill. 2019

   India

   • Acquired & supported client integration with GIS software solutions, increasing client adoption by 50% through effective hardware and software deployment. • Delivered technical demonstrations & hardware recommendations, aligning with client requirements & boosting sales. • Resolved technical issues & maintained up-to-date documentation, improving customer account management efficiency by 25%. • Enhanced client relationships by providing timely support & solutions, resulting in a 20% increase in repeat business.

1. Nagpur University

   Bachelor of Engineering – Electronics & Telecommunications, Electronics & Telecommunications

   India

2. St. Francis Institute, Mumbai University

   Master of Business Administration (MBA)

   India

   Focus: Business Strategy, Project Management, Team Leadership

3. York University

   Post-Graduate Certificate in Cybersecurity, Cybersecurity

   Toronto, ON

   2023 to 2024

   Relevant Coursework: Web Application Security, Cryptography, Cloud Security, Ethical Hacking & Défense, Incident Management & Response, Network Security, Threat Detection, Information Systems Security

• CompTIA Security+ (SY0-601)

  CompTIA

• ISC2 Certified in Cybersecurity (CC)

  ISC2

• Identity & Access Management (IAM) Certificate