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Ottawa, ON K*S *G* +1-343-***-**** adxgjh@r.postjobfree.com

PARAG SONI

PROFESSIONAL

SUMMARY

Global IT Service and Support Desk Analyst System Administrator IT Operations Team Player IT Infrastructure Management Global Service Delivery People and End-Users Management Support System Analyst Client Services Microsoft Platform Expert Network and Telecommunications Cost Controller Vendor Management Hardware and application procurement Long term player

SKILLS • Defect Analysis and

Resolution

• Creative Issue Resolution

• File Management

Software

• Resolve Technical

Problems

• Cisco AnyConnect

• Virus Protection

• Hardware

Troubleshooting

• Remote Technical

Support

• Collaborative Team Player

• Hardware and Software

Monitoring

• Emergency Service

Coordination

• Service Desk Team

Management

• Microsoft Windows and

Office

• Troubleshooting Network

Issues

• Hardware and Software

Repair

• Customer Service Training

• Issue and Resolution

Tracking

• Employee Computer

Support

• Tracking and

Documentation

• LAN and WAN Assessment

• Information Security

WORK HISTORY SERVICE DESK ANALYST 04/2011 to 03/2023 T D Williamson,

• Monitored system performance to identify potential issues.

• Researched and identified solutions to technical problems.

• Developed and implemented preventive maintenance procedures.

• Configured hardware, devices, and software to set up work stations for employees.

• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.

• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.

• Addressed user customer service concerns and decided when to escalate problems to specialist team members.

• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.

• Diagnosed and troubleshot hardware, software and network issues.

• Installed, configured and maintained computer systems and network connections.

• Removed malware, ransomware, and other threats from laptops and desktop systems.

• Installed and configured operating systems and applications.

• Responded to customer inquiries and provided technical assistance over phone and in person.

• Collaborated with vendors to locate replacement components and resolve advanced problems.

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EDUCATION ITIL V3 Foundation in Information Technology Axelos - India 12/2015

Technical Support Fundamental (Google Certified)

Google Coursera 04/2023

Introduction to Technical Support (IBM Certified)

Google Coursera 04/2023

Microsoft System Center Configuration Manager (SCCM) Certified Koenig India 10/2014

Microsoft Exchange Certification

Seed Infotech-India 01/2012

Diploma with Computer System and Networking Certified MAA Computers-India 09/2001

Diploma with Mobile Engineering Certified

Golden Radio-India 12/2007

CERTIFICATIONS ITIL Certified with 95% Score

• Supporting Global Customers with rule of ITIL via platform of Global IT Service Desk, also managing Global Service Delivery operation as an In-Charge of IT Service Desk Team and serving best class services round the clock to the customers. Desktop/Laptop - Hardware procurement per corporate needs.

• License allotment and configuration of hardware as per business requirements including inventory management. Application Support – Microsoft Windows and office platform, Microsoft SharePoint, Intune, Azure, O365 Admin Portal, Lync and Skype for Business and Multi factor Authentication, Adobe applications, CAD applications, ServiceNow, Workday, Halogen, Safety Skills, ICIMS, Mobile Manager, SAP Concur, MS Company Portal.

• Telecommunication – Teams Audio, Avaya Telecom (Desk and Smart Phone) Cisco Telecom, technical solution provider as having strong experience. Mobile/Cellular Devices

– iOS and Android platform device management as per corporate policies, configuration and authentication also past knowledge on Blackberry device management.

• Conferencing System / Meeting Rooms - Microsoft SMART, Logitech Group, Polycom Studio System, Yealink System, Cisco Webex and Zoom Conferencing systems installation, configuration, technical support provider also having past experience on Microsoft Lync LCR and LRS Systems.

• Printing Services- Large, medium and Small size of printing/all-in-one machine's installation and configuration to the user level as well as usage control and audits for the world leader OEMs i.e. Ricoh, Canon and Xerox.

• Networking – Cisco hardware i.e. Load Balancer, ASA and Network switches, MPLS and SDWAN installation and up-gradation. Riverbed cascading and monitoring technology

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AWARDS

(base knowledge), SolarWinds Orion Monitoring System. Server –

• Windows Server, VMWare and Hyper-V Virtualization, Data Center equipment support and service capability.

• IT Security – IT Audits, Lenel OnGuard security access control system and management. Responsibilities – IT Service availability with 99.99% up-time, Taking care of Annual service agreements with global vendors, Coordination with senior team players for enhancement of business development with strategies to ensure achievements of IT Services and capabilities.

• AWARDS, A Brand Ambassador – Yr. 2019 Nominated by global customers to obey corporate culture and with different titles of ethics later announced with a tile of "A Brand Ambassador" by corporate Global HR Team from USA headquarter.

• Player of the Year 2018 – Yr. 2018 During major safety incident, acted promptly and took some of the immediate actions. it was a fire incident due to electric short-circuit and exit doors locked automatically. Recorded incident was studied within management and global HSE team and they decided and accepted my proposed suggestion as prevent of actions against future incident to avoid emergency situation I nominated with title "Player of the Year" in 2018.

• Project Management – Yr. 2017 Nominated as a leading project in-charge for up-gradation of Microsoft Platforms from Windows

Thank you,

Parag Soni

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