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Technical Support Information Technology

Toronto, ON, Canada
April 19, 2016

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Kapil Gupta

** ******* **, *******, ** M*R *T* 647-***-****

Professional Profile

Passionate and dedicated IT professional with a Bachelor Degree and Post Graduate Certificate in Information Technology Professional (ITP) and practical experience in customer focused, technical support environments. Highly knowledgeable in the field, with the ability to explain technical issues to clients on their own terms and listen carefully to symptoms to provide accurate diagnoses. Organized and methodical with experience in ticketing environments, prioritizes soundly to achieve goals. Reliable and flexible with a strong work ethic and personal integrity.

Career Summary

July 2015 – Jan 2016


Supporting Dell clients with hardware, software issues on Windows and Macintosh using remote applications, email/chat and phone, escalating to supervisor as necessary

Provided technical support for corporate users to include setting up computers, passwords, Windows patches, rights and responsibilities using Active Directory (Computers and Users)

Troubleshooting and assisting customers with RAID setup configurations, Domains & Workgroups, and LAN/WAN network connectivity issues

Troubleshooting Cloud applications, Microsoft Office Professional 2003/2007/365 including Outlook, Visio, MS Word, MS Project

Searching and receiving data from databases, multitasking with multiple applications

Dispatching hardware items to clients to resolve issues, following up to ensure resolution

Maintaining detailed case management for accountability and case history including ticketing systems (Citrix and Seibel)

Mar 2010 – Jun 2012

SYSTEM / WINDOWS ADMINISTRATOR: Inventxo Technologies – New Delhi, India

Installed Windows Server 2003, performed administrative tasks such as Updating, Patching the Operating System and maintenance

Administer Microsoft Windows Server (Active Directory), Microsoft Workstations and network devices for 50-80 users

Migrated Windows Server 2003 to Windows Server 2008 R2 with Windows Server Updates Services, Microsoft Operations Manager

Monitored the network performance through Wireshark and Angry IP Scanner tool

Maintained System Centre Operation Manager, Hyper-V for virtual machines and VMware on the Workstations

Responsible for handling Domain Controllers, DHCP/DNS, Child Domains and Domain Trust

Designs, administrates, and supports systems, networks, and application infrastructure (e.g. LAN/WAN, firewalls, routers, systems security, email systems including Outlook, etc)

User accounts, passwords resetting and logons handling

Repaired laptops, deployed computer and printers

Installed and configured Windows 7 on the employees desktop and performed Windows Admin tasks such as up-gradation, software installation (Microsoft Office, Adobe Reader, Antivirus, SAP, etc)

Technical Skills

Operating Systems: Macintosh, Windows XP/7/10, Windows Sever 2008 R2

CompTIA A+: Computer hardware, software and printers with troubleshooting

Networking: Cisco Routers/Switches, Servers, VoIP, VPN, LAN/WAN, TCP/IP, DHCP, DNS, Wireless Protocols, Internet/Intranet, Network Security

Software Applications: Wireshark, Angry IP Scanner, GoToAssist, Citrix, Remedy, MS Office 2010/2013/365 Suite, Safari, Firefox, VMware, Team Viewer, MS SQL Server 2008/2012, Oracle Database

Mobile Devices: BlackBerry, Android and Apple devices (configurations and setup)

Technical Support: Over phone, Chat/Email, remote applications

CCNA: Comprehensive knowledge of Network Fundamentals, Routing & Switching Essentials, Scaling Networks and WLAN Technologies

Education and Certifications

Post Grad Certificate(3.6/4.0 - Deans Hons) - Information Technology Professional (November 2015)

Lambton College of Applied Arts & Technology - Sarnia, Ontario

Bachelor’s Degree (1st Div.) - Information Technology (2013)

Uttar Pradesh Technical University - Lucknow, India

2015 CompTIA A+

2015 Microsoft 70-646: Windows Server 2008, Server Administrator

2015 Microsoft Certified Professional

2014 CompTIA Project+

Voluntary Experience

Apr - Jun 2014

IT TECHNICIAN: Goodwill Industries (Non-Profit) - Sarnia, Ontario

Refurbished and repaired computers, installing or replacing faulty hardware components

Installed operating systems and basic software such Antivirus, Open Office, Adobe Reader

Interests and Activities

Gaming, Internet Surfing, New Technologies, Listening to Music and Playing Guitar


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