Arth Thakkar
Summary
Dedicated and resourceful IT Support Specialist with 3 years of experience providing comprehensive technical support to end-users. Adept at troubleshooting, system administration, and ensuring optimal performance of IT systems. Proficient in managing hardware and software issues, with a strong ability to communicate complex technical concepts to non-technical users. Committed to maintaining high levels of customer satisfaction through prompt and effective problem resolution.
Overview
3
3
years of professional experience
1
1
Certification
Work History
System Specialist
Walmart Global Tech
Toronto, ON
05.2023 - 05.2024
- Proactively respond to incidents and technical service requests as they arise
- Troubleshoot and resolve issues with laptops, desktops, virtual machines, VPN, mobility devices and productivity software such as Microsoft O365, Zoom, BeyondTrust (Bomgar)
- Diagnose hardware issues and replace faulty components
- Troubleshoot and resolve issues related to software and hardware compatibility
- Track requests, issues and solutions using ServiceNow and Jira
- Take ownership of tickets and communicate progress with customers in a timely manner
- Manage user and computer accounts using Active Directory
- Identifies technical issues and opportunities for improvement and provides resolutions by using tools to research trends; analyzing data; and researching new technologies to improve tools used within the area
- Provides customer service and addresses customer issues by addressing complex or unresolved issues escalated from Operations Analysts; and providing expert advice or identifying key contacts to resolve the issue
- Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales
- Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities
- Additional job responsibilities assigned by manager.
IT Support Analyst
Deloitte
Toronto, ON
04.2022 - 05.2023
- Accurately triage, diagnose, categorize, and identify business impact or urgency of the incidents logs and respond accordingly for all service requests
- Manage system monitoring alerts and dashboards to avoid or minimize duration of downtime
- Performs installations, train, maintenance, troubleshoots and repairs of all desktop hardware/software technologies
- Provide onsite/remote support for walk-in at IT Help Desk for all software and hardware related technical issues
- Perform PC builds/reimages for new hires, refreshes, and break-fix
- Provide onsite/remote desktop support & chats support
- Support commonly used device such as iPhone and androids along with MAC and windows
- Assist with onboarding and off-boarding process for new hires and departures
- Support MDM (mobile device management) and end-point security solution
- Troubleshoot network connectivity issues for end user both in the office and remotely
- Take complete ownership over specific activities while adapting to quickly changing priorities
- Uses corporate Incident Management System on ServiceNow to record and track all supported work
- Responds to incidents/requests within SLA, or within a timely manner with appropriate level of urgency and follows up with customers on all issues
- Escalates incident and questions to appropriate support groups when needed
- Disconnects, moves, and reconnects hardware technology for single user, multi-user and office moves when needed
- Maintains accurate hardware inventory using Asset Management System for all corporate assets status on ServiceNow
- Assist with the procurement of hardware and software
- Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team members
- Performs related duties as assigned by management.
IT Support Technician
Audcomp IT Solutions (MSP)
Hamilton, ON
07.2021 - 03.2022
- Actively monitor and triage the ticketing tool and the alert board to make sure the incoming requests are solved within the designated SLA
- Handle the ticket queue and prioritize them accordingly
- Provide comprehensive technical support to over 3000 users on daily basis
- Acquire and maintain knowledge of IT policies and procedures via effective use of Knowledgebase
- Follow the standard operating procedure (SOP) to improve personal tech knowledge
- Troubleshoot hardware and software related problems faced by the customers to keep their network infrastructure running
- Resolve complex problems and provide support from various channels (phone calls, chat, tickets, emails, etc.) Escalate any of the system or network error to reduce downtime
- Provision/Deactivate accounts on Domain
- Track software licensing count via Sherweb admin portal
- Hands-On working experience on Microsoft admin center (Exchange Server, SharePoint, OneDrive, Microsoft 365 admin centre, Outlook, Teams.)
- Troubleshooting and administration of windows-based applications, operations systems (Desktop and servers) and server roles (Print Server, File Server.) Support VPN and remote desktop connection
- Support data backup, disaster recovery, and business continuity solutions
- Actively monitoring the backup failures and connection error for the users from the remote management tool and quickly resolve it
- Complete the backup audits quarterly for managed clients and make sure that the data is being backed up and can safely recover them
- Recover and restore cloud to cloud backup for clients when needed from barracuda backup portal
- Work and follow up with the vendor when necessary.
Education
Computer Systems and Network Support -
MOHAWK COLLEGE
04.2021
Skills
Network Technologies: TCPIP, Wireless Networking, LANs, WANs, VPN/remote connectivity
Softwares: ServiceNow,Jira, Microsoft Office 365 Admin Centre, Intune, AirWatch MDM, Jamf, Exchange Admin Centre
Tools: Barracuda RMM, Datto, Intronis, Unitrends, Watchguard, Azure endpoint security for managed devices
Operating System: Android, IOS, MAC OS, Windows
Hardware: PC, Laptop, Network Printer, Scanners, Routers, Modems etc
Other Skills: Troubleshooting, System Administration, Customer Service, Technical Documentation, Microsoft Windows Server, Active Directory, SSL VPN Technology, Multi-Factor Authentication
Certification
Microsoft Certified: Security, Compliance, and Identity Fundamentals, 12/2023, 955D06C9CD76C0EE
Projects
NETWORK DESIGN FOR AN IT COMPANY: As a part of our academic requirement, designed a network layout for a business account including hubs and switches.
BUILT AN EMAIL SERVER: With the help of guest OS built a virtual environment thunderbird email client following structure of procedure.
Timeline
System Specialist
Walmart Global Tech
05.2023 - 05.2024
IT Support Analyst
Deloitte
04.2022 - 05.2023
IT Support Technician
Audcomp IT Solutions (MSP)
07.2021 - 03.2022
Computer Systems and Network Support -
MOHAWK COLLEGE