IT Support Specialist - Craftel Studios Ltd. - Mississauga, ON
(2023-03 - 2024-11)
Two-person IT team managing a 150-device multi-site fleet with Windows Server 2016, ServiceNow, Windows and macOS environments.
- Cleared 80+ tickets per month within SLA by owning the ServiceNow queue end to end and triaging L1/L2 Windows and macOS incidents in priority order, with no escalation tier available.
- Delivered same-day new-hire readiness across a 150-device fleet by imaging, configuring, and deploying desktops, laptops, printers, and peripherals as one of two IT staff.
- Controlled access to company data by administering Active Directory user accounts and security group membership on Windows Server 2016 and provisioning permissioned file shares for confidential user data.
- Recovered lost user data on request by performing folder-level restores from Windows Server Backup and verifying nightly backup jobs completed.
- Kept the 150-device fleet patched and compliant by scheduling OS updates, printer and hardware firmware upgrades, and endpoint security checks.
- Restored user access to working files by resolving OneDrive sync failures and storage quota issues across the fleet.
- Eliminated single points of failure on a two-person team by writing reusable troubleshooting documentation and maintaining accurate IT asset inventory across all sites.
- Kept scheduled meetings and events running on time by resolving AV and conferencing faults across Zoom and Teams on the spot, including outside core hours.
- Standardized Mac and iOS provisioning by administering Apple Business Manager enrollment and device policy.
- Minimized downtime on hardware failures by driving vendor repairs, warranty claims, and replacements through to resolution.
Systems & Network Administrator (promoted from Junior Systems & Network Administrator) - Uplers Solution Pvt. Ltd. - Ahmedabad, India
(2019-11 - 2023-01)
Managed 750+ users across multiple floors and sites with Windows Server 2012, Active Directory, Google Workspace, Aruba wireless, and Zoho Desk.
- Reduced device setup time by 25% by leading system imaging and standardizing deployment builds across the user estate.
- Delivered same-day onboarding and offboarding for 750+ accounts by administering Active Directory and Google Workspace provisioning, security group membership, and access control on Windows Server 2012.
- Hardened wireless access across the enterprise by coordinating the Aruba access point upgrade with vendors, implementing MAC-based access control, and documenting the resulting build.
- Cleared the environment for ISO 27001 audit by compiling compliance documentation and supporting security control implementation.
- Reduced network downtime by identifying root causes and resolving LAN/WAN, VPN, DNS, and DHCP faults across the environment.
- Protected business continuity by monitoring system performance and storage utilization, verifying daily Windows Server Backup jobs, and restoring user folders on request.
- Closed known vulnerabilities across user systems and servers by running patch management and remediation cycles.
- Resolved end-user hardware, OS, application, and account-access tickets through Zoho Desk alongside infrastructure duties.
Technical Support Engineer (Client: eClinicalWorks) - Microlink Solutions Pvt. Ltd. - Ahmedabad, India
(2018-12 - 2019-09)
- Restored user telephony by provisioning Cisco desk phones and extensions and troubleshooting registration failures and headset detection faults on Cisco Jabber softphone.
- Cut handling time on repeat incidents in a high-volume healthcare IT environment by resolving desktop, laptop, and enterprise application faults and documenting fixes into a reusable knowledge base.
