Technical Support, IT Specialist, Deskside Support, Desktop Support

ISHAN SONI

Phone: 587-***-****

Email: *********.****@*****.***

Objective

IT professional with over six years of experience in Helpdesk and Technical Support. Experienced in working within a collaborative team to define and create a great user experience. Creative, Dedicated with “Can-Do” approach and Think “Outside the Box” for innovative ideas.

Demonstrated Skills in:

Adapting to new and changing environments

Problem-solving and Customer service

Written and Verbal communication

Establishing highly effective working relationships with clients and colleagues of diverse backgrounds

Working as an effective team member by making useful contributions, appreciating others’ ideas, opinions and contributions

Technical support including both - back office and desktop troubleshooting; and computer internetworking

Professional Experience

HELPDESK USER SERVICES ANALYST APR 2014 – OCT 2015

JOURNEY ENERGY INC CALGARY, CANADA

Provided Remote technical and administrative support to field users and contractors

Resolved technical problems by using process documentation and technical tools

Deployed Windows 7, Windows 8/8.1 and Windows 10

Managed Citrix Server and Client based application

Moderate knowledge of Active Directory (Server 2008/2012) and MS Exchange Server

Used SCCM for Reporting, Collection Management and Log Analysis

Installed and update the company supported applications

Database Backup/Restore over Network and Local Devices

Installed and maintained Wireless Access Point in the head office network

Documented system troubleshooting processes

Installed and managed Multifunction Printers and Plotters on the company premises

Completed troubleshooting of Android, Apple iOS and Blackberry based smartphones with E-Mails and Active Sync with BES Server management.

Installed and maintained VOIP based digital phones and conference devices

Maintained all PCs and other devices using Network Diagram provided by Network Analyst

Set up customized environment according to the users’ requests on the individual systems

Inventory control management for all IT peripherals

Shipping and Receiving of various IT products including Warranty products

Answered Staff requests in person, via phone or via email on all company supported applications

Completed troubleshooting of computers and other application problems

Advised staff on appropriate action regarding IT parameters

Trained staff one-on-one on new applications

TECHNICAL SUPPORT ASSISTANT MAR 2013 – MAR 2014

KW PETROMART KITCHENER, CANADA

Provided support and managed Point of Sale system and maintain its communication with the payment gateways

Maintained Active Directory (2008 R2) and MS Exchange Server (2010)

Supported users with multiple OS platform

Provided Remote support for the distance offices

Managed SQL Database using SQL server

Supported and managed Accounting Software and related databases

Supported and managed network and devices such as client computers, printers, fax machines and Security Surveillance System

Redesigned Point Of Sale System with the inventory management

TECHNICAL SUPPORT ASSISTANT (TELSTRA) APR 2008 – MAY 2010

UCMS MELBOURNE, AUSTRALIA

Provided technical support to the sales team, ensuring all service objectives were met

Updated and maintained customer data base

Responded to a high-volume workload in a deadline-driven environment

Supported clients’ systems remotely

Completed voluntary technical support training to learn ways to enhance customer satisfaction and improve productivity

Actively contributed to attaining the highest technical support ratings for the organization (as determined by external auditors)

Earned 100% in all categories such as communication and problem solving skills

Education and Certification

Post-Graduation Diploma in Software Engineering & Network Admin 2012

Sheridan Institute of Advance Learning Canada

Bachelors in Information Technology (With Distinction) 2009

University of Ballarat Australia

CCNA (Cisco Certified Network Associate)

Comptia A+

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