GOPI KOKKILIGADDA
**** ********** *** 647-***-****
Mississauga, ON L4X 1V2 adba1z@r.postjobfree.com
PROFESSIONAL PROFILE
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.
HIGHLIGHTS OF QUALIFICATIONS
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
EDUCATION
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
CAREER HISTORY
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