Information Technology Technical Support
Resume:
Raj Butani
IT Support Specialist IT Consultant – Cloud, Networks & Computers
IBM AS400 Certified Technician Dell Certified Technician
Dear IT Manager:
With a solid technical acumen and valuable expertise with leading IT companies, I welcome the opportunity to join your skilled team of network engineers to deliver exceptional information technology solutions to clients.
Throughout my career history, I have been recognized as a multi-skilled organizer who is adept at managing and operating the complex IT environment, including servers, network equipment, and hardware and software. I am proficient in providing technical expertise and support to all users in a fast-paced environment. In addition to my résumé experience, I would like to highlight the following strengths that I could offer your organization:
Team Leadership. Proven ability to lead a group of desktop technicians in performing desktop rollouts for large government offices and financial institutions; forge strong relationships to achieve strategic goals.
Advanced Troubleshooter. Resolve technical hardware and software issues in a timely manner. Propose and implement innovative solutions to enhance performance. Conduct site visits for assessment and hardware upgrade and replacements.
Information Technology Expertise. Quick learner with excellent knowledge of the IT environment: Cloud Infrastructure, MS Windows Server, MS Exchange Server, and MSSQL Server. Experienced in creating and implementing IT policies and systems that keep IT systems running at peak levels to mitigate downtime.
Customer Satisfaction. Apply solid technical background to manage and respond promptly to all user issues and requests. Manage desktops, laptops, tablets, printers, copiers, and hardware and software systems.
Multi-skilled Organizer. Proven ability to manage various duties, including IT office related tasks and customer support while overseeing complete functionality of all networking equipment.
Team Building. Serve as liaison for all third party vendor relationships in maintaining security protocols to ensure company is protected against viruses. Assist with IT upgrades and disaster recovery projects.
If your organization can benefit from the innovative work of a bright IT Support Specialist with a solid ethical foundation and high customer responsiveness, I invite you to contact me at 647-***-**** or **********@*****.**. I am flexible to travel to client sites and can start immediately as a dedicated member of your team.
I look forward to working with a high-performance team in an exciting emerging technology in a growing company.
Sincerely,
Raj Butani
Raj Butani
Enclosure: Resume
Raj Butani
IT Support Specialist IT Consultant – Cloud, Networks & Computers
IBM AS400 Certified Technician Dell Certified Technician
IT Innovator Strategic Planner Skilled Troubleshooter Relationship Builder
Self-motivated, reliable, and detailed IT Support Specialist with a strong technical aptitude and extensive experience in providing province-wide desktop services for leading IT companies. IBM AS400 Certified Technician; Dell Certified Technician with a Computer Science background. Streamline processes, reduce downtime, and promote efficiency.
CAREER HIGHLIGHTS:
Technical Aptitude: Integrate solid technical acumen to create security protocols and troubleshoot networking issues under time constraints while managing IT office duties. Urgently respond to user inquiries and requests. Create and implement IT policies and systems to ensure systems are operating effectively and efficiently.
Team Leadership: Represent single point of contact for all technology-related concerns for all 50+ customers. across Canada at Compugen. Resolve customer inquiries using IT strategy and negotiation. Led a group of desktop technicians in performing desktop rollouts for large government offices and financial institutions.
Project Management: Selected to participate in the migration project of a major banking service from United Kingdom to Toronto office at CIBC; applied time management and skillful negotiation to ensure project success.
Multi-Skilled Organizer: Maintained 7 daily production schedules at CIBC with complete accuracy; boosted training impact on new team members and reduced learning time by 50%.
Team Builder: Interface with third-party vendors for technical support; coordinate support of internal and external support groups to escalate and resolve technological matters efficiently.
EXPERTISE: Desktop Support Technical Support Scheduling Data/Software Migration Hardware/Software Troubleshooting Team Leadership Project Management Customer Support Quality Assurance
PROFESSIONAL EXPERIENCE
Driver Manager/Coordinator – SYSCO CANADA, Mississauga, ON 2013-Present
Deliver food distribution to major restaurants throughout province. Organize driver routes for 100+ daily deliveries.
Technologies: IBM/Dell /HP Desktop\Laptop, Microsoft Office, Windows XP/7, Xerox, HP Printers
Utilize organizational skills to facilitate a steady and sufficient supply of drivers and trucks each day. Ensure that each driver’s routes and delivery products are properly loaded with accuracy.
Successfully mitigate customer complaints by fully addressing issues. Deliver products in a timely manner.
Information Technology Support – MITREFINCH LTD, Burlington, ON 2014-2015
Provided application support regarding TMS (Time Management System); reported to Manager, UK. Managed all office information technology-related duties. Led Canadian support desk and tracked call logging. Managed office network as well as shipping and invoicing. Oversaw IT Support Analyst and two scheduling members.
Technologies: Time Management System, Kayako Ticketing System, Windows Server 2003/08,
Windows XP/7/8, HP Printers, Remote Tools RDP, Goto Assist, One Note, Sharepoint, MS Office, MS SQL
Established detailed operating procedures and efficient response times.
Troubleshooted technical hardware and software issues; resolved application and printing errors in a timely manner. Conducted site visits; performed customer needs’ analysis and facilitated hardware upgrade and replacements. Sorted remote and site visit application issues for both hardware and software.
Coordinated support with customers and stakeholders to handle technological concerns; promoted satisfaction.
PROFESSIONAL EXPERIENCE RAJ BUTANI
Information Technology Service Desk Specialist – COMPUGEN, Toronto, ON 2012
Tasked with providing first-level remote technical support using telephone. Delivered IT desktop support services. Reflected single point of contact for all technology-related issues for all 50+ customers across Canada.
Technologies: IBM/Dell Desktop/Laptop, Microsoft Office, Windows XP/7, HP Printers, Remote Tools, One Note, Sharepoint, Remedy, Service Desk, MS Server 2003/08, Citrix, VM Ware
Implemented new IT support processes and procedures for new clients; fostered innovative practices.
Contacted third-party vendors for technical support; coordinated and elicited support of internal and external support groups to escalate and resolve technological concerns.
Monitored and recorded all calls in ticketing system using Remedy and SD Plus. Ensured prompt response to incidents in a timely fashion in compliance with service level agreements.
Production Analyst – CIBC, Toronto, ON 2008-2010
Harnessed observational skills to monitor systems to verify successful completion of production jobs. Assessed all relevant data to determine appropriate course of action and escalated unresolved issues.
Technologies: Standard Software/Hardware, HP Desktops, AS400, Custom Applications, PC & Mainframe, Unix, Citrix, VMWare, MS Access, MS SQL; CIBC: Service Centre, AutoSys, Tidal, BESS, IWS, StorQM, Storedge
Selected to partake in the migration of a major banking service from United Kingdom to Toronto office; utilized time management and extensive negotiation to ensure a smooth transition.
Worked with various technical and non-technical teams to resolve issues; cultivated trusted relationships.
Documented and followed up with technical staff to resolve high-priority concerns. Offered effective suggestions; identified and settled critical production issues to other team members. Notified relevant parties via social mediums to expedite problem resolution.
Maintained 7 daily production schedules; ensured accuracy in procedures, execution time, and related documentation; boosted training impact of new team members. Reduced learning time by 50% – 6 to 3 months.
Ensured proper procedures were adhered to during month end, fiscal year end, and special occasions. Prepared incident documents outlining, in detail, the precise problems encountered throughout the shift. Created and resolved numerous tickets in service centre using help desk software.
Conducted extensive international interaction with customers and staff at various levels of management. Participated in conference calls with managers at all levels and furthered implementations involving interactions with various groups throughout the Technology Department.
Systems Service Support – TEAM LEAD, IBM CANADA (Contract), Scarborough, ON 2004-2008
Led a group of desktop technicians in performing desktop rollouts for large government offices and financial institutions such as TD Waterhouse, Royal Bank and others across Ontario.
Technologies: MS Windows, Office, Exchange/Lotus Mail, Active Directory, Imaging, Blackberry, Palm,
Server 2000/2003, TCPIP, Networking Hardware, Internet, IBM AS400, Desktop Apps, Anti Virus, Internet Security, Communication Software, IBM POS Systems, Pin Pad, Database Software, Citrix Thin Client, MS SQL, MS Access
Set up new IBM desktops and related peripherals, personal digital assistants, printers, scanners, and hardware; met deadlines and complied with Information Technology Infrastructure Library standards.
Performed data/software migration and desktop support services. Tracked helpdesk calls in Remedy system. Serviced iMAC for systems, POS, desktop personal computers, and AS/400 across the province.
Executed quality assurance procedures to ensure successful migration.
EDUCATION & TRAINING Bachelor, Computer Science Program – University of Toronto (3/4 year)
Dell Certified Technician IBM AS400 Certified Technician
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