Desktop Support Analyst

Abhi Tamakuwala

***********@*****.*** 306-***-**** Saskatoon, Saskatchewan, Canada, S7H 0M8.

abhi-tamakuwala-41a7701a9

SUMMARY

Desktop Support Analyst / IT Support Analyst with 3+ years of experience delivering onsite and remote technical support across Windows environments, Microsoft 365, Active Directory, devices, and enterprise IT operations. Skilled in troubleshooting hardware, software, network, printer, VPN, and access issues while meeting SLA targets. Hands-on experience with deployments, ticket management, onboarding, endpoint tools, and user support.

SKILLS

Operating Systems: Windows 10/11, Windows Server, macOS, Basic Linux Microsoft Technologies: Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Entra ID, Azure AD User Management: Active Directory, Password Resets, Account Provisioning, Permissions, Group Policies Ticketing & ITSM: ServiceNow, Jira, Incident Management, Service Requests, Escalations, SLA Tracking Hardware Support: Laptops, Desktops, Printers, Scanners, Docking Stations, Mobile Devices, Peripherals Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN/WAN Basics, Connectivity Troubleshooting Endpoint Tools: SCCM, Intune, Imaging, Software Deployment, Patch Management, Device Refresh Security: MFA, Endpoint Protection, Antivirus, Access Control, Device Compliance Remote Support: Remote Desktop, TeamViewer, Quick Assist, Remote Troubleshooting Soft Skills: Customer Service, Communication, Documentation, Prioritization, Time Management, Team Collaboration

PROFESSIONAL EXPERIENCE

IBM SK, Canada

Desktop Support Analyst Jan 2023 - Present (3.5 Years)

• Provided Tier 1 and Tier 2 technical support for 500+ users across onsite and remote locations, meeting SLA targets and improving first-contact resolution consistently.

• Resolved desktop, laptop, printer, Microsoft 365, VPN, and network incidents, reducing repeat tickets by 28% through effective troubleshooting and structured root cause analysis.

• Managed user accounts, password resets, permissions, and onboarding tasks using Active Directory and Microsoft 365, improving access request turnaround time by 40% overall.

• Configured, deployed, and replaced laptops, desktops, monitors, mobile devices, docking stations, and peripherals for new hires and scheduled hardware refresh cycles companywide.

• Supported Outlook, Teams, OneDrive, and SharePoint issues, reducing collaboration disruptions and helping employees maintain productivity across multiple business departments daily.

• Logged, prioritized, escalated, and resolved incidents in ServiceNow while maintaining accurate ticket notes, response times, and closure quality standards consistently companywide.

• Performed workstation imaging, software installations, patch validation, upgrades, and standard configurations to improve endpoint readiness and deployment consistency across supported teams.

• Diagnosed VPN, DNS, DHCP, Wi-Fi, and printer connectivity issues, minimizing downtime and restoring user productivity during business-critical working hours promptly.

• Worked with infrastructure and security teams to support MFA rollouts, endpoint compliance, antivirus controls, and secure access standards across devices companywide.

• Created troubleshooting guides and knowledge base articles, reducing recurring ticket volume and improving self-service resolution for common user issues significantly organizationwide.

• Provided support for meeting room technology, monitors, conference devices, and urgent executive user requests while maintaining professionalism and quick response times.

• Assisted with asset inventory tracking, equipment audits, desk setups, office moves, and vendor coordination supporting efficient day-to-day IT operations companywide successfully. PROJECT & ACADEMIC EXPERIENCE

University of Saskatchewan – IT Support (Academic Projects)

• Supported university IT infrastructure by troubleshooting hardware, software, and network-related issues in lab environments.

• Assisted in system configuration and maintenance across Windows and Linux systems.

• Documented system issues, solutions, and workflows to support knowledge base development and process standardization.

• Supported user account management and security compliance within academic IT systems. EDUCATION & CERTIFICATIONS

University of Saskatchewan, Canada

Bachelor's Degree in Computer Science Jan 2020 - Dec 2023 (4 years) Google

IT Support Professional Certificate

University of Saskatchewan, Canada

Certificate in Computing

KEY STRENGTHS

• Strong ability to translate technical issues into structured documentation and requirements

• Experience supporting system testing, validation, and deployment workflows

• Effective communicator across technical and non-technical stakeholders

• Adaptable in fast-changing, enterprise IT environments

• Strong analytical mindset with focus on process improvement and data quality