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Manager Technical Support

Mississauga, ON, Canada
January 14, 2020

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**** ********** *** 647-***-****

Mississauga, ON L4X 1V2


Solid foundation in technical support, end user training, computer systems administration, network administration, planning, deploying, installing, configuring, maintaining and support network systems, servers, core applications, printers and software with more than 5 years’ experience in the IT support field. Thrives on dealing with technical issues and troubleshooting.


Proven skills in installing, configuring and provisioning servers

Experience with racking, cabling and deploying Cisco networking equipment

Proven skills in troubleshooting, testing and quality assurance of Server hardware

Collaborate with project team to build a customized solution to meet clients’ business needs and goals

Working experience with RAID (RAID 0, RAID 1, RAID 5, RAID 6 and RAID 10)

Assist deployments teams remotely with operational issues and change requests

Experience with Microsoft client operating systems (Windows 7, 8, 10) and server operating systems (server 2012, 2016 and 2019)

Strong knowledge of Active Directory, DNS and DHCP services

Experience with Virtualization Technologies (using Hyper-V and VMware)

Strong knowledge of network and Cisco technologies (routing, switching and protocols)

Solid knowledge to optimize and manage a Microsoft SQL Server 2012 and 2016 solution using best practices, as well as create and manage a SQL Server data base and data warehouse

Strong knowledge of Microsoft Exchange Server technologies

Knowledge of various distributions of Linux OS, ZFS file system, navigating within the file structure, system & network administration skills and security tools

Performed multiple tasks to meet demanding deadlines while maintaining the highest of standards

Highly motivated, driven to achieve set goals and targets

Articulate and proactive with a professional approach

Demonstrated problem-solving and analytical skills

Ability to effectively prioritize and execute tasks in a high-pressure environment


Information Technology Professional (ITP) Mar 2018 – Jan 2020

triOS College, Mississauga, ON

Diploma in Computer Engineering (DCME) July 1999 – Apr 2002

Pratap Polytechnic College, Chirala, A.P., INDIA


Analyst, Service Desk (Intern) Nov 2019 – Jan 2020

Revera Inc., Mississauga, ON

Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management

Provide first level technical support through phone, email and remotely

Logging and updating all queries within the Incident logging system, in accordance with company protocols and procedures

Active Directory knowledge (managing user accounts throughout their lifecycle, resetting passwords, groups and OU management, etc.)

Experience supporting Email systems such as Exchange/Outlook

Perform account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)

Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution

Resolve Level 1 issues. Elevates complex and/or high priority problems to the appropriate

support groups for resolution

Responds to, and resolves technical end user service and support incidents and requests

Follow-up with end users to provide status updates as per service level guidelines

Communicate with users at all levels of technical and non-technical skills sets

Follow all standard operating procedures (SOP) through the effective use of Knowledge management

Performed escalation calls as directed by service desk manager

IT Helpdesk Technician (Intern) Sep 2019 – Oct 2019

Micro Computer Consulting Inc., Mississauga, ON

Accepted client’s desktop and laptop systems from front desk

Requested information about hardware issues and document all concerns

Break down systems, remove malfunctioning hardware and install new parts

Setup desktop and laptop according to the checklist

Provided training to new employee on how to prepare systems as per the checklist

Network Technical Assistant Feb 2019 – Present

triOS College Business Technology Healthcare Inc., Mississauga, ON

Deploy, install, configure and maintain network systems, core applications and printers

Rack, cable, and deploy Cisco networking equipment

Provide technical support for 50 employees and 400 students

Troubleshoot and resolve students’/employees’ issues

Assist 50 employees and 400 students on how to use IT related equipment

Conduct end user training where required

Technical Support Analyst May 2008 – Dec 2017

Heera Software Pvt Ltd, Vijayawada, India

Installed software for clients on-site throughout the job period

Conducted end user training and Provided technical support on-site

Responded to customer technical issues related to software, hardware & networking via phone, e-mail, chat and remote access

Assisted customers by diagnosing problems and provided resolutions for technical issues

Identified, researched and provided input on unique or recurring technical issues

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