Aman Pahuja

IT Support Specialist

Brampton, OntarioMember since March 22, 2023

Tier 1–2 SupportServiceNowEscalationTechnical DocumentationWindows 10Windows 11Windows Server 2022Endpoint AdministrationSCCMActive DirectoryGroup PolicyOrganizational UnitsDNSDHCPNTFSRole-Based Access ControlTCP/IPLANVMware WorkstationHyper-VMicrosoft AzureAzure Fundamentals (AZ-900)PowerShell

About

IT Support Specialist with 2+ years of experience providing Tier 1–2 support for 250+ Windows endpoints in a production environment. Experienced with Windows 10/11, Windows Server, hardware and software troubleshooting, Active Directory, Group Policy, TCP/IP, DNS, DHCP, ServiceNow, PowerShell, SCCM, VMware, and Hyper-V. Strong in incident triage, root-cause analysis, user access, technical documentation, escalation, and continuous improvement, with an enterprise Windows/Active Directory lab demonstrating virtualization, endpoint administration, security controls, and ITSM workflows.

Experience

On-site Desktop Support Specialist - Westlake Corporation - Ontario

(2023-06 - 2025-11)

Provided Tier 1–2 technical support for 250+ Windows endpoints, including warehouse workstations, shipping terminals, peripherals, and office users in a production environment.
Diagnosed and resolved hardware, software, Windows, application, network connectivity, and user-access issues while prioritizing incidents based on operational impact.
Administered Active Directory users, security groups, Organizational Units, and Group Policy to support identity, access, permissions, and endpoint administration.
Installed, configured, maintained, and troubleshot Windows workstations, peripherals, warehouse technology, and business applications.
Troubleshot TCP/IP connectivity and common DNS, DHCP, LAN, and IP-related issues using structured troubleshooting and root-cause analysis.
Investigated incidents, documented technical findings and resolutions, collaborated with cross-functional teams, and escalated complex issues with relevant context.
Identified recurring technical issues and implemented preventive measures that contributed to a 15% reduction in repeat support requests; streamlined support processes contributing to a 20% reduction in ticket resolution time.
Documented troubleshooting procedures, technical solutions, and resolutions to improve knowledge sharing and future incident resolution.