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Desktop Support Engineer

Location:
Toronto, Ontario, M9R 1T2, Canada
Salary:
65000
Posted:
August 13, 2018

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Resume:

PANKAJ KUMAR

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

289-***-**** / ac6nig@r.postjobfree.com

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

CORE COMPETENCIES

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

CAREER HISTORY

LEAD INFRASTRUCTURE SUPPORT ENGINEER, BREAKTHRU BEVERAGE CANADA. 10/2017 – Till yet

• 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.

HELPDESK ENGINEER, TATA CONSULTANCY SERVICES CANADA INC.

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.

TECHNICAL SUPPORT ENGINEER, HCL INFOSYSTEM LTD (India).

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

CUSTOMER ENGINEER EXECUTIVE, HCL INFOSYSTEM LTD. (continued)

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

EDUCATION

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



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