IT Infrastructure/ Help Desk Analyst

VITTAL CHEDERE

** ***** ***** ***, *******, ON – M3M 3H8 Phone: 647-***-****

Email: actjq8@r.postjobfree.com

PROFILE:

Certificate in Technology Infrastructure Management with 4 years of Helpdesk Support Experience and 1-year experience in planning, designing and implementing new Server, Network and Desktop Infrastructures.

Highly experienced in providing Helpdesk Support to Windows based Server and Desktop platforms.

Adept at Cisco Networking concepts, RAID Storage Redundancy, VMWare and Hyper-V virtualization concepts.

EDUCATION AND CERTIFICATIONS:

Certificate – Technology Infrastructure Management – SAIT Polytechnic, Calgary, Canada - Oct 2015

Master of Science – Texas A&M University – Kingsville, TX, USA - Aug 2007

Bachelor of Engineering – Osmania University, India - May 2004

HIGHLIGHTS OF SKILLS AND EXPERIENCE:

Personal Skills:

Excellent ability to analyze and resolve IT related issues and in researching and providing out of the box solutions.

Detail-oriented individual and an excellent team player, working with multi-disciplinary teams and successfully deliver end goals within given deadlines.

Focused, hard working and fast learner, with the ability to prioritize tasks to ensure a timely delivery of both short term and long term goals.

Excellent communication skills.

Technical Skills:

Operating Systems: Windows 7/8/8.1/10, Linux Centos

Server OS: Windows Server 2008/2012 R2, Active Directory (AD DS), MS Exchange 2013, Sharepoint 2013

Virtualization: Hyper-V, VMWare, Citrix

Applications: Office 365, System Center Configuration Manager (SCCM)

Networking: Cisco Networking Concepts (Configuring and securing Routers and Switches)

Other: Printer Installation and Support, General Software and Hardware troubleshooting

Key Accomplishments:

Assisted the IT Support team for the School of Manufacturing and Automation, SAIT Polytechnic with installing and configuring of desktops, laptops and computer labs.

Successful delivery of a response to RFP involving a complete re-designing of the existing IT Infrastructure for Swift Engineering Inc., Calgary.

Troubleshoot software and hardware related issues of users, managing and responding to Service Tickets in compliance with the existing SLA’s, via phone and email on a daily basis.

Worked closely with Warehouse Coordinators and Supervisors from different shifts to effectively increase daily productivity from 75% to 90%.

Supported the Systems Analyst to troubleshoot, maintain and monitor over 100 users from the Mechanical Systems group with their day to day activities.

WORK EXPERIENCE:

SAIT Polytechnic – Canada, Systems Analyst - Intern 7/2015 - 9/2015

Assisted the Systems Analyst in deploying appropriate Windows images through task sequences created using System Center Configuration Manager 2012 R2.

Configured computer hardware, software and printers and created and managed over 250 user accounts.

Managed and resolved issues using HEAT ticketing system, phone and via email in accordance to SLA’s.

Managed, planned and scheduled maintenance and upgrades of software and hardware inventory.

Managed internal moves, set up new user workstations and deactivate users as needed.

Assisted the Systems Analyst in maintaining an accurate knowledge base by logging all IT tickets and their resolutions.

Managed and logged a list of equipment to be loaned on a temporary basis and ensured the returned equipment is in usable condition.

ELEVEN POINTS LOGISTICS Canada, PC Support Specialist 4/2013 to 7/2014

Assisted the IT Manager in providing a shift by shift analysis of service requests from Operations staff.

Documented known issues and resolutions, researched out-of-the-box solutions, ensuring a timely resolution of the problem.

Monitored and resolved hardware and software related issues via phone and email.

Installed, maintained and monitored workstations for new hires and existing employees.

Coordinated with the Operations, Logistics and Production Control teams to maintain a steady work flow.

Worked extra shifts on weekends to facilitate operational needs on a regular basis.

SRE PACKAGING SOLUTIONS India, Lead Business Analyst 8/2011 to 12/2012

Scheduled and conducted Requirement Elicitation, Q&A Sessions with existing and new clients and vendors.

Interacted regularly with clients and vendors to coordinate between their requirements and the solution.

Supervised the logistics team involved in the shipping and receiving of product.

Researched and implemented effective out-of-the-box solutions tailored to the needs of the clients.

HAWKER BEECHCRAFT CORP USA, Engineering Analyst 3/2008 to 7/2011

Set-up new workstations, managed internal moves and decommissioned workstations.

Installed, maintained and monitored Windows XP/7 OS on all the Mechanical Systems Group workstations.

Monitored and serviced the DDS System to ensure timely distribution of relevant diagrams, documents and other important data.

Created and maintained technical documentation of new and existing processes, troubleshooting issues etc.

Managed tickets based on priority and ensured a timely resolution of the same.

Troubleshoot internal clients with their daily software and hardware issues.

OTHER INFO:

Have a valid Driver's license and a vehicle

PR (Permanent Residence) status with SIN number and permitted to work in Canada

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