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Technical Support Project

Brampton, Ontario, Canada
October 10, 2016

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Excellent communication skills which allow me to interact effectively with a variety of personalities

Positive attitude combined with a strong work ethic and highly organized

Enthusiastic to learn new things & competency at causing and dealing with change


Gained Experience to work with a bank at RBC Royal Bank Windows 7 Command Center as Technical Support Analyst for Win XP to Win 7 Migration project

Accomplished role of Tier-2 Support for approximately 7000 Windows 7 workstations, working with Canadian Tire Corporation, Toronto as the Technical Specialist(Co-op)

Evaluated, diagnosed and addressed corporate desktop and laptop issues, operating systems and application problems, connectivity issues, mobile-device issues

Academic achievement: graduated with 3 Year Computer Engineering Diploma; graduated with 2 year Computer Networking & Technical Support

Acquired mostly “A”s during both, Computer Engineering and Computer Networking & Technical Support programs

Experience: SCCM 2007/2012, Blackberry Enterprise Server, AirWatch, Mac OS X, banking and business hardware and software, AS400, Active Directory, VMWare VSphere.



Windows 2000/XP/7/8/8.1/10, 2008 R2/2012 Servers, UNIX/Linux, Red Hat, Suse Linux, Linux servers,

Scripting Languages



Firefox, Chrome, IE Explorer (all versions)




Microsoft Virtual PC, VM Ware Workstation/VSphere, Virsh tool


Outlook 2003/2007/2010, Office365

ITSM Software Tools

Axios assyst, ServiceNow,, HP Service Manager

Mobile Device Management

Blackberry Enterprise Server, AirWatch

Peripheral Hardware

Brother Monochrome laser printers, HP LaserJet Printers, pin pads, MSR card readers, receipt printers


routers, topologies, switches

Database Tools

SQL Server, Oracle, MySQL


MS Office,, Access, Project, Visio, Avecto Privilege Guard, SSH, PUTTY, MOCHASOFT, SCCM 2007, SCCM 2012, HP Service Manager, VSphere, AS400


Service-desk Technician

DynaCare, Brampton, ON

March 2016 – Present

Worked with Service desk team to setup online accounts for internal and external clients

Created, updated and resolved issues using Incident Monitor

Responded to customer inquiries and ensure prompt and effective resolution of requests

Reviewed and set up configurations for clients on Company’s website using AS400

Discussed and provided issue-clarifications to Application users over phone and via email

Technical Support Analyst

RBC Royal Bank, Toronto, ON

May 2015 – October 2015

Worked with Windows 7 Command Center team for on-call & remote support

Resolved issues related to VPN, MS Outlook 2010, Microsoft office 2010, SCCM 2012 and other business applications

Fixed hardware drivers installation problems, e.g., pin-pads, receipt printers, laser printers, MSR card readers etc.

Troubleshoot CDU (Cash Dispensing Unit) problems and tested communication with application

Analysed and determined network connectivity issues

Documented Migration activities in methodical and systematic way

Utilised various remote tools to conduct troubleshoot for applications and software support

Generated, updated and recorded support tickets using HP Service Manager

Technical Support Specialist(co-op)

Canadian Tire Corporation, Toronto, ON

September 2014–December 2014

Fulfilled role of Tier-2 support to end users in a team environment

Supported for corporate Intel-based desktop hardware, operating systems and application problems

Performed remote administration and software distribution to client base

Communicated with end-users support over phone, email, IM, as well as face to face

Fulfilled service requests such as the installation of new hardware and software deployment via SCCM 2007

Configured and supported Blackberry hand-held devices using BlackBerry Enterprise Server

Configured and supported iPad, iPhone using AirWatch 7(MDM - Mobile Device Management)

Troubleshoot issues for iOS devices and Deployed iPads

Provided end-user training on new installations and answer how-to questions


Computer Networking & Technical Support

Seneca College of Applied Arts and Technology, ON-Toronto

May 2013 – May 2015

Administered and monitored servers

Gained fundamental knowledge of networking, its components and PC hardware

Designed and created a small Active Server Page site that can link to a Microsoft Access Database

Completed, submitted and participated in all individual and group assignments for courses similar to MCITP and CCNA.

Created a stand-alone virtual network connecting server, router and workstation

Configured and managed users' desktop environments by using Group Policies.

Computer Engineering

Gujarat Technological University, Ahmedabad, Gujarat, India

Jan 2010 - May 2012

Gained theoretical knowledge of operating systems, Programming & scripting languages, computer networks and telecommunications and learned electronics fundamentals

Built a site which helps to search and to navigate offline

Presented project to faculty members in professional manner


[1]Windows 7 Migration Project:

Worked with Command Center, resolving onsite software and hardware issues related to Windows 7 imaging.

Diagnosed and recovered improperly configured settings issues after XP to Windows 7 migration.

Deployed Windows 7 OS, applications and software to desktops and laptops via SCCM 2012.

Scheduled and validated Deployment processes

Verified task-sequence for assets using SQL 2008 queries for successful migration process

Resolved hardware/software connectivity issues.

[2]ADDS Project:

Configured and managed users' desktop environments by using Group Policy. Implemented Group Policy to centrally manage users and computers in a Windows Server network. This project was done during Computer Networking & Technical Support program. This overall project was the main part of WIN700 course at Seneca. I worked with 3 fellow group members for this project.


Installed and configured DNS on multiple servers


Configured this DNS server to host AD-integrated DNS zones exclusively for name resolution


Deployed and managed software by using Group Policy

[3]Network Project:

Created a stand-alone virtual network connecting server, router and workstation. Worked with this project individually while taking a course during Computer Networking & Technical Support program. It was mainly designed to learn creating a scalable and redundant network design.


Establishined connection between server and workstation using router


Installed and configured Apache, IIS, DNS, SSH server, SFTP server services


Installed and configured SMTP/IMAP/Pop3, DHCP, MySQL Database server and client

Set up a firewall using IPTables according to project criteria


Developed the offline Navigation Site using ASP.Net, Apache, and MySQL. Completed this project during last 2 semesters of Diploma in Computer Engineering. There were 3 members in the group. Here is short outline of this project.

1.Desktop Module:

Generated master forms

Created a utility to convert geographical data to tabular data

Drafted a map using Corda 7

2.Web Based Module:

Mapped of shape and shop details

Enabled searching for product or services by different criteria

Created a utility to convert tabular data to geographical data

3.Messaging & E-mail Service Module:

Configured GSM modem to send text messages.

Created SMTP server


Traveling, reading, homemaking and yoga


1.Imran Bhutta

Technical Project Coordinator, Windows 7 Command Center

RBC Royal Bank (with Buchanan Technologies)

315 Front St W, Toronto, ON, M5V 3A4

T: 416-***-**** C: 416-***-****

2.Baker Saleh

Sr. Team Lead, DeskSide Support

Canadian Tire Corporation

2180 Yonge St., Toronto, ON, M4P 2V8

T: 416-***-**** C: 416-***-****

3.Flora Nguyen

Technical Specialist, Communication Services

Canadian Tire Corporation

2180 Yonge St., Toronto, ON, M4P 2V8

T: 416-***-**** C: 647-***-****

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