Technical Support Help Desk

Rini Sebastian

Email: ****************@*****.*** Phone: 416-***-****

LinkedIn: linkedin.com/in/rini-sebastian/Location: Oshawa, ON PROFILE

Customer-focused IT professional with 5+ years of experience in help desk support, system administration, and IT troubleshooting. Skilled in resolving technical issues, managing IT infrastructure, and enhancing system security to optimize operations. Adept at technical training, collaborating with teams, and delivering exceptional end-user support to drive efficiency and user satisfaction in fast-paced environments. AREAS OF EXPERTISE & TECHNICAL SKILLS

IT Support & Troubleshooting: Level I & II Technical Support, Help Desk Operations, Issue Resolution, Ticket Management System Administration & Security: Active Directory Management, MFA Administration (Microsoft Authenticator), Security Documentation

Software & Application Support: Microsoft Office 365, JIRA Service Desk, Citrix Workspace, TeamViewer Networking & Remote Access: Cisco VPN, Zscaler, Remote Desktop Support, Virtualization (VMware, Hyper-V) Operating Systems & Device Management: Windows, Linux, Mac OS, Android, Desktop Central Customer Service & Collaboration: Technical Support for End-Users, Cross-Functional Team Coordination, Training & Documentation

EXPERIENCE

RLDatix Toronto, ON

Desktop Support Engineer Jun. 2021 – Present

● Delivered end-user IT orientation training, ensuring clear communication of IT processes and expectations.

● Led Azure Domain integration for laptops, enhancing system connectivity.

● Administered Microsoft Exchange and Microsoft 365 environments, streamlining operations.

● Proactively monitored and resolved IT issues promptly, enhancing overall efficiency.

● Implemented and supported Microsoft technologies within a complex hybrid environment, including Azure Active Directory, LDAP, M365, MS MFA, SharePoint, Exchange Online, Intune, and Teams.

● Provided comprehensive Deskside technical support for users, resolving diverse issues related to computer systems, peripherals, smartphones/tablets, and end user applications.

● Provided advanced troubleshooting and support for AV systems, resolving 150 issues per month and improving user satisfaction by 80%.

● Managed Ring Central administration, optimizing communication tools.

● Partnered with the IT team on network infrastructure enhancements, resulting in reduced service interruptions.

● Administered Active Directory and Exchange Server, ensuring robust system functionality. Scarborough Health Network Toronto, ON

Level II Service Technician Jan. 2020 – Apr 2021

● Functioned as second-line support, engaging with clients for effective troubleshooting.

● Contacted users via phone and email to analyze issues, providing efficient conflict resolution based on complexity.

● Oversaw open issues and requirements through the Service Desk application, ensuring timely closure of calls within SLA and following up on escalated tickets.

● Delivered technical support to SHN staff for email (Outlook), calendar, and Microsoft Teams.

● Created Active Directory users and assigned permissions, managing access through Security Group Policies.

● Executed imaging, configuration, and deployment of new PC workstations, peripherals, and application software across the network.

JRS College of Business and Health Care Inc Toronto, ON Office Assistant Jun. 2019 – Sep. 2019

● Managed electronic and hard copies of sensitive client records in an interdisciplinary office environment.

● Demonstrated professionalism and flexibility across office tasks, enhancing productivity while collaborating with managers and colleagues to promote programs.

● Responded to inquiries via phone and in-person, providing quality customer service or directing clients as needed. Seaview Support Systems Pvt. Ltd India

Application Support Specialist Aug. 2016 – Aug. 2018

● Provided remote technical support to clients, troubleshooting and resolving software and hardware issues related to web applications, ensuring high client satisfaction.

● Employed exceptional organizational skills to manage objectives for up to 10 projects simultaneously, ensuring critical deadlines were met.

● Articulated user requirements clearly to lead developers, facilitating analysis, design, and development of new applications.

● Collaborated with a team of software developers to design, develop, test, and maintain web applications built on Microsoft .NET technologies.

EDUCATION & CERTIFICATION

Google Project Management Certificate Mar 2022

Google Associate Cloud Engineer Mar 2011

CompTIA A+ Dec 2019

Cisco IT Essentials Certification Dec 2019

Programming C# and Visual Studio .Net at Seneca College Toronto Jun 2019 Microsoft Certified Solution Expert – Server Infrastructure 2012 Aug 2018 Cisco Certified Network Associate – Routing and Switching Nov 2018 Cisco Networking Academy California, US

Certificate Program in Computer Hardware Maintenance and Networking Aug 2018 Certificate Program in ASP. Net Aug 2016

St. Joseph's College of Engineering and Technology Palai, India Bachelor of Technology, Computer Science Aug 2015

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