Desktop Support & IT Analyst-3+ Years Experience

Abhi Tamakuwala

Desktop Support Analyst IT Support Analyst

SK, Canada +1-306-***-**** ****.************@********.*** LinkedIn 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. TECHNICAL 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

Desktop Support Analyst Jan 2023 - Present

IBM SK, Canada

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. EDUCATION

University of Saskatchewan SK, Canada

Bachelor's Degree in Computer Science

CERTIFICATIONS

Google: IT Support Professional Certificate

University of Saskatchewan, Canada Certificate in Computing

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