Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

KARTIK SHARMA

Niagara Falls,Ontario

Summary

Resourceful IT Support Engineer polished in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. Master of Engineering in Electrical and Computer and CCNA Certified. First-rate troubleshooting, diagnostic and repair skills combined with strong attention to detail and systematic approach. Proficient in Microsoft Windows and MacOS.

Overview

4
4
years of professional experience
1
1
Certification

Work History

IT Support Engineer

Amazon
Toronto, ON
03.2022 - Current
  • Provide comprehensive technical support to Amazon Corporate employees worldwide through web chat, telephone calls, email, and ticketing system
  • Successfully resolved an average of 40+ support inquiries per day with an average resolution time of less than 20 minutes, exceeding team standards
  • Diagnose and troubleshoot end user computing problems on Windows, Mac, and Linux systems
  • Create and submit detailed call logs documenting customer interactions
  • Inform customers of needed repairs and answer basic questions
  • Improved customer satisfaction ratings by 15% through effective communication and follow-up to ensure customer needs were met
  • Follow all standard operating procedures (SOP) through the effective use of Knowledge management
  • Acquire and maintain current knowledge of relevant support policies to provide technically accurate solutions to users
  • Assist with activities to triage and escalate any system or network outage to reduce downtime
  • Assisted with the successful migration of Amazon subsidiary employees to a new email platform, ensuring a smooth transition and minimal disruption to business operations.

Helpdesk Analyst

Performance Auto Group
Brampton, ON
02.2021 - 03.2022
  • Install, configure, and troubleshoot desktop, workstation, server, and network issues in a heterogeneous environment
  • Provide technical assistance and support for issues related to computer systems, servers, networks, and desktop- based software and applications
  • Perform network management to include allocating, deploying, coordinating, and monitoring of customer systems
  • Experience working with WLAN technologies including controllers, WAPs, Ubiquiti and 802.11 fundamentals
  • IT Inventory Management and planning
  • Manage and create group policies for the entire enterprise
  • Setup and managed print server
  • Create, modify, and delete individual/group email accounts through google admin console
  • Implement remote tool for the enterprise (TightVNC)
  • Implement network monitoring tool (Kaseya)
  • Manage user accounts, groups and OU's using Active Directory
  • Install and configure Windows Server 2012
  • Assist with company wide deployment of antivirus (Bitdefender)
  • Set up new dealership and headquarters infrastructure (install computers, printers, VOIP phones and deploy/patch CISCO 3950 switches)
  • Develop knowledge base articles for IT department
  • Perform MDM using Google Device Policy for mobile devices, tablets, and Chromebooks
  • Planned and implemented the 3CX phone system for all the dealerships under the Auto-group
  • Automated upgradation of all the desktops from Windows 7 to Windows 10 using the KASAEYA VSA (Network monitoring tool)
  • Prevented a Ransomware attack and followed necessary steps to secure the IT infrastructure.

IT Helpdesk Support

Netex Enterprises
North York, ON
11.2019 - 02.2021
  • Assign tickets and tasks to Helpdesk Support team
  • Report currently unresolved tickets and communicate resolution or escalates to proper team
  • Assist level 1 and 2 technical team to handle clients' IT tickets & urgent requests
  • Assign user licenses and maintain mail-related tools and systems as an admin
  • Enable litigation hold on mailboxes using PowerShell scripting
  • Detect workstation and server issues on GFI
  • Maintain system performance by monitoring, analysing, and tuning system
  • Troubleshoot system hardware, software, networks, and system issues
  • Hardware Troubleshooting (printers, monitors, phones, CPUs etc.)
  • Create/Remove user accounts and assign groups to user on domain using Active Directory
  • Troubleshoot Citrix profiles
  • Run updates on terminal servers
  • Run scripts on SQL database server
  • Perform scheduled backups for all servers
  • Handle inactive users' access removal and backup their mailboxes on servers
  • Verify clients' server capacity and fix error checks (network/server monitoring)
  • Configure Ubiquity switches and access points for clients
  • Troubleshoot and resolve third party applications like Prophet21 and Time Matters
  • Healthcare applications like Clinview, OMS, Dolphin, etc
  • Installation and setup of desktops/Thin clients/laptops
  • IT Inventory Management and planning

Technical Support Advisor

Concentrix
Hamilton, ON
  • Provide remote support of desktop/laptop/smartphones/tablets for customers
  • Support IOS/MacOS retail customers with basic diagnostic and repair
  • Log and track inquiries using problem management database and maintain history record documentation
  • Diagnose and resolve issues related to software and hardware systems
  • Document and application of best IT practices
  • Escalate unresolved tickets to the senior technical team or transfer calls to another Apple department and third party.

Education

Master of Engineering - Electrical and Computer Engineering

University of Windsor
Windsor, ON
01.2019

Bachelor of Technology - Electronics and Computer Engineering Technology

NorthCap UniversityGurgaon
07.2017

Skills

  • Tools: Cisco Packet Tracer, Bomgar, Solarwinds MSP, VMware,JAMF,Kasaeya VSA
  • Experience working with SQL database server
  • Strong familiarity Microsoft Windows and Apple/Mac OS's
  • Proficient in Office 365 applications
  • Knowledge and understanding of networking, TCP/IP and OSI model, and IP protocols
  • Knowledge of current networking systems including routers and switches
  • Passion for providing quality customer service,
  • Solving technical problems, and upselling/sales

Accomplishments

  • Led a successful initiative to improve CSAT for North America team by reviewing negative feedback , identifying communication gaps, conducting team and individual trainings, updating chat blurbs and addressing transfer gap, resulting in a 2.6% increase from 4.7 to 4.82, while global CSAT decreased by 1.3%, highlighting a 4% difference
  • Developed a comprehensive feedback wiki that facilitated constructive feedback exchange between colleagues and managers within the organization, leading to improved performance and professional growth opportunities for team members
  • Implemented the VOIP phone system throughout the organization
  • Planned and implemented the 3CX phone system for all the dealerships under performance auto group
  • Automated upgradation of all desktops from Windows 7 to Windows 10 using KASAEYA VSA
  • Prevented a ransomware attack and followed necessary step to secure the IT infrastructure
  • Enabled Mutli Factor authentication throughout the organization.

Certification

  • Cisco Certified Network Associate (CCNA)
  • AWS Cloud Practitioner
  • Microsoft AZ900

Languages

  • Good verbal and written communication skills in English language

    • Timeline

    IT Support Engineer

    Amazon
    03.2022 - Current

    Helpdesk Analyst

    Performance Auto Group
    02.2021 - 03.2022

    IT Helpdesk Support

    Netex Enterprises
    11.2019 - 02.2021

    Technical Support Advisor

    Concentrix

    Master of Engineering - Electrical and Computer Engineering

    University of Windsor

    Bachelor of Technology - Electronics and Computer Engineering Technology

    NorthCap UniversityGurgaon

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