Pankaj Kumar

Etobicoke, Canada +1-289-***-**** ad4xve@r.postjobfree.com

Senior IT Management Executive with 17+ years of experience in IT management, network engineering leadership, and enterprise architecture management. Highly skilled in delivering day-to-day operational & emergency support for critical systems, generating reports, and conducting in-depth research to support data-driven decision-making. Adept at configuring & troubleshooting a wide range of devices and applications, managing user accounts, and optimizing system performance to meet business objectives.

CORE COMPETENCIES

• IT Management

• Network Engineering

• Enterprise Architecture

• Incident Management

• Technical Support

• Desktop Support

• SLA Management

• Ticketing Systems

• Password Administration

• Root Cause Analysis

• Backup Management

• Server Administration

• Sales Management

• Inside Technical Sales

• Revenue Generation

PROFESSIONAL EXPERIENCE

Dell Canada North York, Ontario

Enterprise Solution Specialist February 2022 – August 2023

• Delivered day-to-day operational and emergency support for 8 core infrastructure systems.

• Set up equipment for employee use, ensuring proper installation of cables, operating systems, and software.

• Generated reports including KPI, MIS, SLA, voicemail, outage, and call analysis on a daily, weekly, and monthly basis.

• Configured and provided support for laptops, desktops, tablets, mobile phones, and printers.

• Conducted complex installations of server-side infrastructure software and 20+ applications.

• Managed user setups, including activating and deactivating email accounts in Active Directory, Microsoft O365, and Microsoft Azure.

• Responded to user inquiries within 24 hours. Investigated and analyzed problems and developed action plans.

• Trusted Advisor to 100+ customers, partners, and teammates, conducting effective discovery of technical and business requirements, processing data objectively, and designing data center infrastructure solutions.

• Perform controlled incident resolution, including prioritization and escalation, involving business and technology partners as needed.

TD Synnex Canada Mississauga, Ontario

Systems Engineer March 2019 – February 2022

●Communicated with 500+ computer users, both electronically and in person, to identify and document problems.

• Conducted remote troubleshooting using diagnostic techniques and relevant questions.

• Configured and troubleshooted issues related to Outlook, Citrix, and VMware.

• Managed the creation, modification, and deletion of Active Directory, MDM, Cisco VOIP phone, and Microsoft Office 365 accounts.

• Provided support for RSA Secure ID access and VPN-related issues.

• Installed and configured software on end-user desktops, scanners, VPNs, and printers.

• Offered advice and training to 500+ users in response to identified difficulties.

Breakthru Beverage Canada Toronto, Ontario

Lead Infrastructure Support Engineer October 2017 – January 2019

• Spearheaded 20+ day-to-day infrastructure support operations across Canada, guaranteeing uninterrupted business processes.

• Pioneered the implementation and maintenance of standardized software and hardware protocols for desktops, infrastructure, and networks.

• Managed third-party Service Level Agreements, ensuring accountability and performance.

• Collaborated with Senior IT leadership to shape the strategic direction of desktop and infrastructure solutions, delivering critical remote support for geographically dispersed locations.

• Took charge of troubleshooting complex issues spanning Outlook, Citrix, VMware, SAP, LAN/WAN, and more.

• Held responsibility for the creation, modification, and removal of Active Directory, MDM, and 500+ Microsoft Office 365 accounts.

• Meticulously analyzed system, server, and device performance, proactively addressing capacity and network challenges.

Tata Consultancy Services Canada Inc. Toronto, Ontario

Helpdesk Engineer October 2015 – October 2017

• Managed, processed, and resolved indents and requests, ensuring efficient and timely service delivery.

• Maintained a vigilant eye on incident resolution, ensuring 100% compliance with Service Level Agreements (SLAs).

• Utilized ticketing systems such as Citrix Go to Assist and LogMeIn Rescue, conducting attended and unattended support sessions while meticulously documenting each interaction.

• Conducted password administration and delivered access support for Active Directory, Blackberry (BES), and iPhone (AirWatch).

• Managed 1000+ user accounts, including additions, deletions, and modifications, in strict adherence to approved policies, standards, and procedures.

• Offered adept support for RSA Secure ID access and addressed VPN-related issues.

• Guided 150+ callers through new installations and configurations, ensuring a smooth experience.

• Achieved a stellar 85% high first-call resolution rate on monthly basis, consistently maintaining a customer satisfaction rate exceeding 90%.

HCL Infosystem Ltd (India) Noida, India

Customer Engineer Executive August 2006 – July 2015

• Managed hardware and software support, including Windows migration and maintaining inventory.

• Provided Tier 1 network support and managed user accounts in Active Directory.

• Administered Lotus Notes ID files, Exchange Server, and Lotus Domino server activities.

• Installed and configured 100+ applications, performed backups, and managed RSA Tokens.

• Distinguished as a subject matter expert (SME) within the Helpdesk team, providing invaluable insights.

• Coordinated conference calls, managed major incidents, and conducted root cause analysis, ensuring incident closure and reporting.

CERTIFICATIONS/COURSES

ITIL V3 Foundation 2010

70-740 Installation, Storage, and Compute with Windows Server 2016 2018

CCNA (Routing and Switching) 2016

CCNP (Routing and Switching) 2020

Dell Converged Infrastructure Credential 2020 - Dell 2020

Dell Core Client Credential 2020 - Dell 2020

Dell High-End Storage Credential 2020 - Dell 2020

Dell Hyper-Converged Infrastructure Credential 2020 - Dell 2020

Dell SE: Server Credential 2019 - Dell 2019

Dell SE: Mid-Range Storage Credential 2019 - Dell 2019

Microsoft Azure Fundamentals – Microsoft 2023

TECHNICAL EXPERIENCE

Remedy Tools: BMC Remedy 5.0, BMC Remedy 7.6 and Service Now 2.0

Tools: Microsoft Project, Microsoft Visio, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Microsoft 365, Microsoft SharePoint), Lotus Notes 5/6.5/7.5, Lotus Domino Server R5, Dell online solution configurator, Exchange Server, SQL Server, Active Directory

Operating Systems: Windows Desktop XP/NT/7/8/10, Windows Servers 2006, 2012, 2016, 2019

EDUCATION

Punjab Technical University Kapurthala, India

Bachelor of Technology in Computer Science Engineering July 2006

TECHNOLOGY CREDENTIALS

Cisco ID: CSCO12976725 Microsoft ID: MS0617081539 Dell Credential ID: DELL751824

OTHER

Interests: Cricket

Languages: English, Hindi

Manage and maintain both on-premises, and cloud-based infrastructure, ensuring high availability, reliability, and security.Administer servers, networks, storage systems, and other IT infrastructure components.Deploy, configure, and upgrade hardware, software, and operating systems across various platforms.Monitor system performance, troubleshoot issues, and perform root cause analysis to identify and resolve problems.Implement and maintain backup, disaster recovery, and business continuity plans.Collaborate with cross-functional teams to design and implement infrastructure solutions that meet business requirements.Evaluate and recommend new technologies, tools, and services to improve system performance, security, and efficiency.

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