Support Specialist It

SACHIN K MOHAN

Scarborough, ON

Ph: 647-***-****

email: **********@*****.***

PROFILE SUMMARY

Experienced Support Specialist with a strong foundation in IT and data operations. Dedicated to delivering exceptional customer service, I excel at resolving technical issues, facilitating clear communication between teams, and ensuring smooth system operations. Eager to contribute and grow in a customer-focused environment. WORK EXPERIENCE

Data Operation Engineer - Rogers Communications, Ontario Dec 2022 - Mar 2023 Managed the operational integrity of the Data Warehouse system, ensuring smooth BI application functionality.

Proactively monitored Data Warehouse for BI applications.

Addressed job outages, coordinated recovery processes, and communicated with third-party teams.

Managed the ticketing system, ensuring prompt acknowledgment and resolution of user issues.

Analysed weekly data, identified trends, and recommended solutions.

Facilitated meetings between technical support teams and business stakeholders. Application Support Engineer – UST, Kerala, India Aug 2019 - Oct 2022 Served as the primary contact for customer support, assisting internal users with store and supply chain applications and related hardware.

Managed tickets through calls, emails, and chats for store and supply chain systems.

Conducted daily health checks and monitored jobs and services for servers and databases.

Supported store equipment: computers, printers, RF, and wireless devices.

Monitored databases and servers for optimal performance.

Updated a knowledge base for application challenges.

Coordinated 60+ critical issue resolution meetings.

Compiled and presented issue reports to management.

Collaborated with Database, Network, Server, and Business teams.

Log analysing and root cause analysis.

Mentored the Junior team members and providing technical assistance to them whenever needed. IT Support Engineer – Quest innovative Solutions, Kerala, India Sept 2018 – Aug 2019 Managed IT support, handling system installations, network optimizations, and software troubleshooting for optimal operations.

Managed Active Directory with user account setups and policy configurations.

Handled Windows OS and server installations and configurations.

Provided helpdesk support, addressing software and hardware issues promptly.

Integrated and managed network devices, ensuring optimal connectivity.

Acted as the primary IT point of contact for user inquiries and concerns.

Conducted user training on system tools and best practices. SKILLS

Ticketing Systems: HPSM, JIRA, ServiceNow, PagerDuty

OS Administration: Windows 10/11, Linux, Unix

Networking: DHCP, DNS, FTP Troubleshooting

Software: Microsoft Excell, Word, Outlook, Teams, OneDrive, Skype, SharePoint

Monitoring Tools: SiteScope, New Relic

Databases: Oracle, MYSQL, IBM Informix

IT Standards: CompTIA A+, ITIL Principles

Customer Interaction: Exceptional Customer Service, Effective Communication (Written and Verbal), Multitasking

Resolution: Problem-Solving, Critical Thinking, Conflict Resolution

Team Collaboration: Teamwork, Leadership and Management

Adaptability: Virtual/Remote Environment Experience, Flexibility, Decision-Making EDUCATIONAL SUMMARY

Bachelor's degree in Electronics and communication Engineering from Calicut University (2014 - 2018)

REFERENCES

Sony Davis

Lead II Software Engineering

US Technology International Pvt. Ltd.

Trivandrum, Kerala India

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

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