Help desk support/ Service desk technician

Vivek Prabhu Ravichandran

Markham, ON, L*B

**********@*****.*** Cell

Number 647-***-****

Summary Statement:

. Self-motivated and multi-skilled IT Service Desk agent with more than

* ***** ** *rofessional experience in providing Managed IT support to

end users, entry level employees to Senior Management level clients in

a professional manner.

. Genuinely enjoy helping people in getting their issue resolved.

. Known for ability to build relationship and educate customers,

resulting in customer satisfaction.

Technical Skills:

. Desktop support experience in Operating Systems including Windows

2000/XP/7/8/10, MAC.

. Windows Server - 2003, 2008, 2012.

. Support experience with Mobile operating systems including Blackberry,

Android, iOS, Windows, Symbian.

. Hardware troubleshooting experience with Dell, Lenovo, HP and Acer.

. Troubleshooting Outlook and VPN(Fortinet, Cisco AnyConnect,

Barracuda).

. Creation and management of Support documentation using Mindtouch and

SharePoint.

. Microsoft Technologies: Active directory.

. Languages : Solid knowledge of HTML, CSS, Javascript, Java, SQL, .net

. Remote Troubleshooting using popular software including Teamviewer,

Kaseya, VNC, Dameware, Bomgar.

. Hands-on Ticketing system experience with Livetime, Absolute,

ATG(Oracle) and AutoTask.

. Experienced with different Antivirus software maintenance including

Kaspersky Security center, AVG, Norton, McAfee, AV Defender.

. Experienced with Datto Backup and Business Continuity solutions.

. Router Firewall configuration including port forwarding.

. DDNS updates, Application Testing, Android application development.

Education:

Diploma in Computer Programming and Networking

Graduated on May 2012

Cambrian College

Sudbury, Ontario

Professional Experience:

IT Service Desk Agent Nov 2014 -

Present

Horn-IT Solutions

Managed IT support services for Toronto-based businesses

(Desktop Support, Office 365, MS Office Suite, Windows Imaging, Windows 7/8

rollouts)

Hardware/Software troubleshooting with servers, desktops and laptops

HP/Cisco/Netgear Switches, Router, Access point installation

FLIR - Helpdesk Technician Aug

2012 - Oct 2014

NetPulse Services

Pathway Communications

Application support, IP Cam, NVR/DVR Network troubleshooting, QA

(Blackberry, iPhone, Android and windows support)

Soft Skills:

. Excellent communicator, attentive listener, patient and diplomatic.

. Punctual, Multi-tasking and flexible

. Quick learner and can work to strict deadlines

. Good team player and mentor

. Ability to discuss and resolve complex issues over the telephone

. Superior written and verbal communication skills along with strong

problem solving and organizational skills; ability to facilitate

. Ability to understand the importance of SLA's and delivering to client's

expectations

. Ability to function efficiently without direct supervision

. Excellent customer service skills with a professional demeanor at all

times

. Advanced trouble-shooting and problem solving skills for dealing with

escalated issues; ability to visualize a problem or situation and think

abstractly to solve it

Professional Skills:

Cisco Routing, Switching and WAN

V Configuring IPv4, IPv6, RIP, OSPF, EIGRP, FLSM, VLSM, Traffic

filtering, IP Routing

V Private and Public Network setup for video surveillance system.

V Implemented LAN switching concepts using Cisco gear. VLANs, DHCP, NAT,

VPN.

V Handling NTP protocol, SNMP, Telnet, RDP, Crimping, Cabling and

Designing Topology.

Equipment Deployment and Interconnection

V Installed and wired various cables used in a typical LAN

infrastructure

V Port tracing

V Hands-on experience with SonicWall and major router firewall

configurations.

V Installed Active directories on Windows server 2008R2 including its

initial configuration, migration and maintenance

V Performed Data backup jobs using Microsoft backup and Backup Exec

V Worked with VMware virtualization products like workstation and player

to setup virtual servers, network, storage and workstations

Volunteering:

Vice President

Cambrian College International Student Association

CCCJA Member

Cambrian College

References:

Available upon request

Contact this candidate