Pankaj Kumar

Attention Human Resources

As a dynamic, motivated IT professional with 17 years of experience in Infrastructure & Desktop Support, Facility Management, Information Technology Operations, and Incident Management, it is with avid interest that I submit my resume in pursuit of an opportunity with your company.

Having cultivated a strong commitment to the realization of goals, I am not afraid to roll up my sleeves to get the job done. Proficient in installing and troubleshooting IT infrastructure, I have resolved numerous complex technical issues and can offer recommendations on the latest advancements in technology and communication, advising on hardware and software upgrades to ensure that the client is equipped with the best. In addition, my sound analytical and critical thinking aptitudes have taught me the value of practicality and innovation in problem solving, conflict management and issue resolution while consistently ensuring tact, diplomacy, and courtesy.

Being an accomplished strategist, I interact well with people and understand the benefit of superb interaction with stakeholders at all levels. I am quite skilled in succinctly explaining technical issues to both clients and colleagues, and, as a result, I have been rewarded many times as "Team Player of the Year". Apart from these attributes, I enjoy challenges and I am very good at multitasking. With skill in determining requirements, I am adept at supporting critical objectives while coordinating several projects or assignments concurrently. I thoroughly grasp that collaborative teamwork is essential in efficiently delivering effective execution in cooperation with various support groups.

With exceptional initiative and drive pursuant to learning and growth, I believe I can be a great asset to your organization. May we meet to further discuss my qualifications and your needs?

Thank you for your time and attention.

Sincerely,

Pankaj Kumar

TECHNICAL SOLUTION SPECAILIST, Dell CANADA. Feb 2022 –

• Provided day-to-day operational and emergency support of core infrastructure systems.
• Setup equipment for employee use, performing or ensuring proper installation of cables, operating systems,

or appropriate software.

• Drafted KPI, MIS, SLA, Voice mail, Outage, and call analysis reports on daily, weekly, and monthly basis.
• Configured and support laptops, desktops, tablets, mobile phones, and printers.
• Conducted complex installations of server-side infrastructure software and application.
• Configured user setups, activating and deactivating email accounts in Active Directory, Microsoft O365 and

Microsoft Azure.

• Responded to user inquiries, investigate, and analyse problems and develops solutions and/or action plans.
• Provided technical support in the planning, assessment, design, construction, and implementation of upgrades to the existing systems and enhancements/additions of future enterprise technologies
• Served as Trusted Advisor to customers, partners, and teammates by performing effective discovery of technical and business requirements, processing the data objectively, and designing the most effective data centre infrastructure solutions.
• Consulted user guides, technical manuals and other documents to research and implement solutions.
• Performed controlled incident resolution including prioritization and escalation, involving business and technology partners as appropriate.

SYSTEM ENGINEER, TECHDATA CANADA. Mar 2019 – Feb 2022

• Updated Tech Data's systems and tools with accurate technical data on specific product lines.
• Coordinated with IT staff and other business units to assist in the planning and implementation of technology solutions.
• Performed remote troubleshooting through diagnostic techniques and pertinent questions.
• Configured and handled troubleshooting of Outlook, Citrix, and VMware related issues.
• Created/modified/deleted Active directory, MDM, Cisco VOIP phone and Microsoft office 365 account.
• Communicated electronically and in person with computer users experiencing difficulties to determine and document problems experienced.
• Designed data centre solutions that encompass the breadth of the Tech Data portfolio while addressing identified business challenges and providing the desired business outcome.
• Supported RSA Secure ID access and VPN related issues.
• Configured and installed software for end-users’ desktops, scanners, VPN, and printers.
• Provided advice and training to users in response to identified difficulties.

LEAD INFRASTRUCTURE SUPPORT ENGINEER, BREAKTHRU BEVERAGE CANADA. Oct 2017 – Jan 2019

• Executed day-to-day support across infrastructure located in Canada.
• Responsible for desktop/infrastructure issues are effectively supported across Canada.
• Acted as a subject matter expert (SME) for Helpdesk team.
• Performed the implementation and support for software and hardware standards for desktop and infrastructure

• Managed any 3rd party Service Level Agreements.
• Worked with Sr. IT Staff to influence direction for desktop and infrastructure related issues. Provide remote assistance 

• Assigned to troubleshoot of Outlook, Citrix, and VMware, SAP, and LAN /WAN related issues.
• Created/modified/deleted Active directory, MDM, and Microsoft office 365 account.
• Conducted research and evaluations of enterprise hardware/software solutions and makes recommendations.
• Monitored and analysing system, server and device performance including storage.

• Worked closely with the Service Desk and 3rd party vendors to troubleshoot and resolve.

• Ensuring pro-active action is taken for the operation, installation and support of the enterprise systems and solutions.
• Performed password administration and access support.

• Logged, progressed, tracked, updated, authorised, expedited, and resolved indents and requests.
• Escalated major incident to management - as per escalation matrix.
• Verified that all incidents were addressed, and then closed, as per SLA.
• Experienced with ticketing systems like Citrix Go to Assist, LogMeIn Rescue and providing attended and unattended 

• Dealt with various problems and diagnosed hardware and windows related issues.
• Performed password administration and access support for Active Directory, Blackberry (BES) and iPhone (Air watch)
• Performed user accounts administration including addition, deletion and change of user accounts according to approved policy, standards, and procedures.
• Configured and installed software for end-users’ desktops, scanners, VPN, and printers.
• Supported RSA Secure ID access and VPN related issues.
• Provided mobile device management support for iOS and Blackberry.
• Established service by walking callers through new installations and configurations.
• Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily.
• Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions.
• Achieved 85% high first call resolution monthly and more than 90% customer satisfaction rate.

• Worked on migration from window XP to Window 7
• Maintained an adequate inventory of Laptops, Desktop, Printer, and spare parts used
• Provided Tier 1 support for network devices such as Routers, switches, and wireless access point.
• Managed all user account of active directory.
• Created and deleted Lotus notes ID files, assigning quota and other rights on user ID.
• Maintained security on all enterprise server hardware, software, and network, including set up, revision and cancellation of securities.
• Created and deleted mail ID on Exchange Server 2007
• Controlled Lotus Domino server activities.
• Configured and handled troubleshooting of Outlook, Citrix, Lotus notes, VMware, and LAN/WAN related issues.
• Installed Lotus Notes, operating systems, Microsoft office and other applications.
• Backed-up user database on daily basis.
• Installed and configured RSA Token and operating system through WSUS server
• Managed application installation through SCCM client
• Conducted, updates, and improves reviews of documentation, manuals, standards, and procedures.
• Performed analysis of enterprise monitoring and event management software, hardware, and communication using diagnostic tools to ensure the optimum operation and maintenance of technology solutions.
• Monitored enterprise systems, products and network usage, performance, and capacity. Performs trend analysis for system improvements.
• Coordinated video conferencing.
• Chaired conference calls between service managers, technical support team, clients and third parties
• Managed major incidents, ensuring they were logged, progressed, updated, authorized, expedited, and resolved within the scope of the service level agreement.
• Verified that all incidents were addressed, and then closed, as per SLA.
• Performed root cause analysis and preventative management as required, ensuring that all necessary parties were informed and involved in the process.
• Escalated major issues to management - as per escalation list.
• Prepared and sent weekly and monthly incident report.

B.Tech. (Bachelor of Technology in Computer Science Engineering) - Punjab Technical University Jun 2002 -Jul 2006