Desktop Support, Network/System Administrator, Infrastructure Analyst

Ashish Mehan

**** ** ******, ********, ** T*T *V*

647-***-**** · *************@*****.***

http://www.linkedin.com/in/ashishmehan

Career Summary

Experienced and results-driven IT Support Specialist with over 4+ years of expertise in technical support, endpoint management, cloud platforms, desktop infrastructure service, end user computing, network operations, and enterprise application troubleshooting. Skilled in resolving complex infrastructure and end-user issues using tools like Microsoft Intune, PDQ Deploy, SCCM, Azure AD, VMware, and ServiceNow. Adept at collaborating across teams to drive business continuity, improve system uptime, and ensure strong IT governance. Known for proactive communication, cross-functional coordination, and consistently maintaining SLAs in enterprise environments. Core Technical Skills:

● IT Support: Hardware, software, network, and cloud troubleshooting.

● Endpoint Management: Intune, Autopilot, SCCM, PDQ Deploy, VMware Horizon.

● Identity & Access: Azure AD, Entra ID, Active Directory, MFA security and Cyber-Ark.

● Cloud & SaaS: Microsoft 365, G-Suite, Microsoft Azure, Azure CLI, Workspace ONE.

● Network & Security: Cisco Meraki, Palo Alto, Sonic Wall, Fortinet, VPNs, CyberArk.

● IT Operations: ServiceNow, ConnectWise, BMC Remedy, Cherwell and Fresh Service.

● Hardware & Imaging: Autopilot Enrollment, imaging, provisioning.

● Security & Compliance: Microsoft Defender, Windows Firewall.

● Projects: Network upgrades, server/VM deployments, Hyper-V, and infrastructure migrations. Education

Post Secondary Diploma/Associate’s degree in Computer System Technician- Networking Centennial College Sep 2014 – Dec 2016

Device Protection with Microsoft Endpoint Manager and Microsoft Defender for Endpoint Microsoft Certificate

Cloud Computing and Security Essentials May 2025

University of Waterloo Certificate

Work Experience

Desktop Support Specialist Sep 2024 – Present

Self-Contractor (Clients: City of Edmonton, ISL Engineering and Fountain Tire) Edmonton, AB

● Acted as Tier 2/3 escalation for complex hardware, software, network, and cloud issues for end users and managed tickets via ServiceNow and BMC Remedy.

● Managed IT asset deployment, imaging, and provisioning (laptops/desktops) using PDQ Deploy and SCCM across locations.

● Experience providing desktop and technical support to users both locally and remotely (including problem analysis and resolution) in a Windows-based environment, including support of MS Office products, TCP/IP, MacOS, and supporting Linux.

● Experience in ArcGIS Pro and Enterprise, and ArcGIS Server for licensing.

● Diagnosed and repaired hardware, managed warranties, and tracked assets for end-users.

● Provided Autodesk software support, handling license issues, crashes, and integrations with other platforms.

● Deployed 200+ devices across 4 sites using Intune, Autopilot, PDQ Deploy, and Azure AD Join; enforced baseline policies, achieving 98% compliance within 3 weeks.

● Managed software licensing for Microsoft 365/Azure AD and hybrid applications.

● Supported 14,000+ users with Google Workspace, Workspace ONE, and Admin Console; managed email, calendar, and endpoint policies.

● Administered Active Directory, handling accounts, access, MFA, and password issues.

● Supported VMware Horizon/vCenter and Pulse Secure VPN issues remotely.

● Configured and supported enterprise hardware (desktops, laptops, printers, AV systems) and ensured security compliance.

● Experienced in configuring and managing Cisco Meraki switching and wireless.

● Delivered Office 365 support, managing permissions and resolving issues.

● Monitored environments with Endpoint Configuration Manager and Intune for patching and policy compliance.

● Managed Service Desk, triaging incidents, escalating issues, and maintaining SLA adherence.

● Administered file permissions and data recovery with Active Directory and Windows Admin Center. Desktop Technician L2 Feb 2024 – Sep 2024

Dow Chemicals Fort Saskatchewan, AB

● Dedicated and results-oriented IT professional with extensive experience in SCCM and Intune administration, specializing in desktop management.

● Proficient in incident management, I have a track record of effectively leading P1 incidents. My expertise includes the site processes, meticulously collaborating with cross-functional teams and departments, and providing timely troubleshooting updates.

● Experienced in overseeing critical network projects, I have successfully managed tasks such as switch configurations, VMS tape backups, tape rotations, and server/firewall installations.

● Deployment of multiple hardware platforms, including Lenovo, Aruba, Dell, HP, Cisco, Nokia, and Palo Alto. Additionally, I am adept at performing firmware upgrades and troubleshooting network equipment and meticulously documenting updates in Service Now.

● Lead technical execution of network projects, including change initiatives, configuration, testing, installation, commissioning, and site assessment for meeting rooms, ensuring accurate implementation, support, service and functionality updates.

● Lead network incident management activities, ensuring restoration is in line with established service level agreements.

● Possess foundational knowledge in Microsoft Azure cloud infrastructure, Intune and Microsoft 365 applications.

● Demonstrates advanced critical thinking and problem analysis skills, particularly in IT infrastructure technologies and Microsoft Endpoint Configuration Manager.

● Experienced in Microsoft Endpoint Management, like Microsoft Defender for checking directory synchronization statuses, policies and firewall monitoring.

● Overlook deploying workstations, restaging, installing the company’s security policies through Autopilot Enrollment, Image/Provisioning workstations, active directory management tools and troubleshooting group policy management for related issues.

● Deep knowledge of upgrading/updating Windows, MAC OS, Chrome OS, Android and iOS and updating in the Service Now ticketing system

● Provide reports on status, fault management and utilization of the network and work alongside network architects to check the reliability and standardization of core network environments.

● Proficient in troubleshooting Zscaler VPN issues, I have successfully resolved complex challenges within the network security landscape. Additionally, I oversee IAM for CyberArk, ensuring robust controls and safeguarding critical assets. IT Field Technician Jan 2022- Jan 2024

Field Nation ON and AB

● Installation and replacement of AVs, firewalls, servers, and UPS per client’s instructions.

● Record, categorize and prioritize incidents and service requests according to defined processes to meet defined SLAs and initiate vendors and troubleshoot with carriers as required.

● Image and replace end users’ devices like desktops, laptops, all-in-one desktops, etc.

● Installing and configuring Cisco, Palo Alto, Fortinet, etc., firewalls, wireless and switches.

● Assisted clients with the installation of devices like TVs, Computers, Gaming PC setups, mobile phones, tablets, printers (HP, Xerox, Ricoh, and Lexmark), etc.

● Set up and manage computers, printers, VHF Radios and mobile devices.

● Engage directly with clients to assess needs and recommend enhancements to technology systems and business processes.

● Experience supporting networking equipment by doing site assessments checks. Infrastructure Support Analyst Jun 2022 - Jul 2023 Compugen Inc. Mississauga, ON

● Monitored and maintained IT infrastructure to ensure high availability and optimal performance across enterprise environments.

● Provided 24x7 production support, responding to incidents and service requests using ticketing systems

(e.g., ConnectWise and Cherwell). Migrate and create packages in Automate ConnectWise and PDQ.

● Administered and supported Windows Server environments, including Active Directory, DNS, and DHCP.

● Deployed and managed cloud infrastructure using Microsoft Azure, including Azure Active Directory and Azure CLI.

● Hands-on experience with optical transport technologies, including SONET, DWDM, and CWDM for high-speed data transmission and network infrastructure support.

● Develop, test and maintain a variety of automation scripts with PowerShell, Python, CLI, etc that address large initiatives under the instruction of senior team members.

● Experienced in Application Systems Analysis, Integration, Implementation, Support, Administration, and Development for both SaaS and On-Premise COTS solutions, including platforms such as Microsoft Dynamics 365, Salesforce, SAP ERP, and Oracle E-Business Suite.

● Designed and implemented scalable IT infrastructure solutions aligned with business and technical requirements.

● Troubleshot complex infrastructure issues, applying creative problem-solving techniques and root cause analysis.

● Collaborated with cross-functional teams and stakeholders to deliver infrastructure projects and enhancements.

● Develop, document and communicate Network operations best practices, configurations, and incident resolutions for knowledge sharing and compliance.

● Communicated effectively with technical and non-technical stakeholders to align IT services with business goals.

System Support Professional Jan 2022 – Apr 2022

Jolera Inc. Toronto, ON

● Provide technical support for 80+ separate networks for small, medium, and large companies via remote service assistance using various web-based remote support tools, phone, and email.

● Strong time management skills with the ability to manage multiple priorities and execute time- sensitive requests in a fast-paced environment.

● Troubleshoot and resolve customer issues by configuring & installing network components and services in OS (Windows XP, 7, 8, 10 and 11), MacOS, mobiles: Android & Apple.

● Troubleshooting mail flow issues on Exchange 2003/2008/2013/2016 including bounce backs, blacklisting/whitelisting, and spam.

● Perform installation, testing and relocation of hardware/software as per corporate standards.

● Record, Track, and process service tickets using the ConnectWise ticketing system, and assign them to appropriate onsite technicians.

Technical Support Consultant Jun 2021 – Dec 2021

Rogers Communications Toronto, ON

● Installed and configured computer systems/applications within the company.

● Supported 30+ clients per day in regard to hardware, software, and network issues.

● Resolved technical issues through troubleshooting and diagnosing problems.

● Used CITRIX to access clients’ profiles on both Windows and IOS and to resolve problems efficiently, and have experience in Customer Relationship Management (CRM) systems.

● Successfully assisted 85% of clients through remote support and 15% of clients through arranging technicians for further hardware support by analyzing the problem accurately.

● Demonstrated strong analytical and communication skills by working with technicians in various engineering disciplines to troubleshoot complex system-level issues.

● Received a 100% satisfaction rate from clients around 5 times a week and verbal positive feedback from clients.

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