Sign in

Desktop Support Engineer

Toronto, Ontario, M9R 1T2, Canada
August 13, 2018

Contact this candidate



*** ***** ****, *********, ** M*R 1T2

289-***-**** /

SUMMARY Cisco ID: CSCO12976725

Dedicated, hardworking, reliable IT professional with 8 years of experience in Infrastructure & Desktop Support, Facility Management and Incident Management seeking a challenging position where I can utilize my career experience to surpass all expectations of clients, colleagues and superiors while further develop my skills in a dynamic environment

• Creative, confident, results driven team leader, with a reputation for perseverance across all levels

• Superb results in client servicing as well as in staff training and motivation

• Effective communicator with excellent relationship building, listening and presentation skills

• Strong analytical, problem solving and troubleshooting abilities in a demanding setting

• Excellent initiative, motivated by challenges with an avid desire to learn and quickly implement new skills


IT & Desktop Support

• Clearly, effectively transmit technical and business concepts, ideas, feelings, opinions and conclusions orally and written

• Manage and coordinate Desktop and all IT infrastructure related operations

• Efficiently move, add and implement changes in ID and AD accounts

• Install, maintain and update hardware

• Hands on experience and sound knowledge of Hardware/peripherals, LAN, WAN, VPN, DNS, DHCP, FTP, SMTP, HTTP

• Provide operating system support

• Deal with virus mitigation

• Implement and support remote hands access and troubleshooting

Incident Management

• Astutely operate central service desks

• Assist with bridge calls and escalations

• Maintain and follow-up on incident report

• Identify issues which affect both business and operations

• Anticipate, identify and define problems; seeks root cause

• Ensure incident routing does not meet bottleneck and that appropriate resource have been engaged to effectively investigate and diagnose incident

• Draft and send incident notifications

Technical Knowledge

• Remedy Tools: Office 365, Microsoft SharePoint, BMC Remedy 5.0, BMC Remedy 7.6.03 and Service Now 2.0

• Tools: MS Office (Project, Visio, Word, Excel, PowerPoint, Outlook), Lotus Notes 5/6.5/7.5, Lotus Domino Server R5

• Operating Systems: Windows XP/NT/7/8



• Executing day-to-day support across infrastructure located in Canada.

• Responsible for desktop/infrastructure issues are effectively supported across Canada.

• Executing the implementation and support for software and hardware standards for desktop and infrastructure as well as network infrastructure.

• Manage any 3rd party Service Level Agreements.

• Working with Sr. IT Staff to influence direction for desktop and infrastructure related issues. Provide remote assistance and back-up support for remote location.

• Responsible for troubleshooting of Outlook, Citrix, VMware and LAN/WAN related issues.

• Creating and deleting Active directory account and email id.

• Performed password administration and access support.


Service Desk Analyst, HUSKY ENERGY INC. 05/2016 – 10/2017

• Logged, progressed, tracked, updated, authorised, expedited and resolved indents and requests.

• Escalated major incident to management - as per escalation matrix

• Verified that all incidents were addressed, and then closed, as per SLA

• Experience with ticketing systems like Citrix Go to Assist, LogMeIn Rescue and providing attended and unattended support sessions and documenting

• Dealt with various problems and diagnosed hardware and windows related issues

• Performed password administration and access support for Active Directory, Blackberry (BES) and iPhone (Air watch)

• Configured and installed software for end-users' desktops, scanners, VPN and printers

• Supported RSA Secure ID access and VPN related issues

• Provided mobile device management support for iOS and Blackberry,

• Established service by walking callers through new installations and configurations

• Configured and handled troubleshooting of Outlook, Citrix and VMware related issues

• Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily.

• Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions.

• Achieved 85% high first call resolution on a monthly basis and more than 90% customer satisfaction rate

PRODUCT TESTER, Best Buy (Canada). 10/2015 – 04/2016

• Working with various consumer electronic products, TV’s, Tablets, small appliances as well as computer peripherals and components.

• Testing, diagnose and repairing computers, Laptops, Smart phones and Tablets.

• Handle, sort, grade and move product with in department and service depot.

• Performing administration, data entry and product listing task.

• Erasing and restoring iOS and other software on Cell phones and laptops.


Provided superb Server, Desktop & Incident Management for clients nationwide with assignments including the following:

Team Lead (Technical Support), Akzo Nobel India Limited 11/2012 - 07/2015

• Maintained and followed-up on incident reports

• Verified that all incidents were addressed, and then closed, as per SLA

• Worked on migration from window XP to Window 7

• Provide Tier 1 support for network devices and switches and cabling

• Managed all user account of active directory

• Created and deleted mail ID on Exchange Server 2007

• Configured and handled troubleshooting of Outlook, Citrix, VMware and LAN/WAN related issues

• Coordinated video conferencing

• Backed-up user database on daily basis

• Installed and configured RSA Token and operating system through WSUS server

• Managed application installation through SCCM client

• Maintain an adequate inventory of Laptops, Desktop, Printer and spare parts used


Service Desk Lead (Desktop Support Analyst), Ernst & Young India 11/2007 - 11/2012

• Managed major incidents, ensuring they were logged, progressed, updated, authorised, expedited and resolved within the scope of the service level agreement

• Chaired conference calls between service managers, technical support team, clients and third parties

• Identified appropriate timelines and targets for recovery actions, feedback and communications

• Maintain an adequate inventory of Laptops, Desktop, Printer and spare parts used

• Suggested work-arounds and methods of speeding up the recovery of an incident

• Performed root cause analysis and preventative management as required, ensuring that all necessary parties were informed and involved in the process

• Escalated major issues to management - as per escalation list

• Prepared and sent weekly and monthly incident report

• Conducted ticket quality checks

• Drafted KPI, MIS, SLA, Voice mail, Outage and call analysis reports on daily, weekly and monthly basis

• Managed all user accounts in active directory

• Dealt with troubleshooting of wireless devices and other client applications

• Configured and handled troubleshooting of Blackberry, Lotus Notes and Windows related issues on client system

Desktop Support Analyst/helpdesk Engineer, Birla Sunlife Insurance (India) 08/2006 - 11/2007

• Implemented and coordinated system and server management

• Controlled Lotus Domino server activities

• Created and deleted ID files, assigning quota and other rights on user ID

• Managed databases, mails and other user files

• Installed Lotus Notes, operating systems, Microsoft office and other applications

• Created and deleted user accounts in active directory

• Troubleshooting PC and Peripherals, Network related issues


B.Tech. (Bachelor of Technology in Computer Science Engineering) - Punjab Technical University 08/2006

Higher Secondary Certificate, CBSE

Secondary School Certificate, CBSE

ITIL V3 Foundation, CCNA (Routing and Switching), CCNP (Routing and Switching) and CCIE written (Routing and Switching)

References available upon request

Contact this candidate