Service Desk Analyst - Rogers (Together with Shaw) - Calgary, AB
(2023-02 - 2024-08)
Delivered Tier 1/2 technical support via phone, chat, and remote tools, handling 60–70+ calls per day and resolving 30–40 incidents and service requests while consistently meeting SLA targets.
- Logged, tracked, and resolved incidents and service requests using ServiceNow, ensuring accurate documentation, timely updates, and adherence to ITIL processes.
- Troubleshot and resolved issues related to VPN (Cisco/F5), Citrix/VDI environments, MFA, and Microsoft 365 services, ensuring seamless remote access for end users.
- Administered Microsoft 365 and Exchange Online, including mailbox creation, shared mailboxes, distribution lists, and group mailboxes; managed user access by granting, modifying, and revoking permissions, and performed mail flow troubleshooting and message trace analysis.
- Provided support for Microsoft Teams, including user configuration, meeting issues, audio/video troubleshooting, and Teams Rooms support.
- Managed user identities and access using Active Directory and Microsoft Entra ID (Azure AD), including user provisioning, de-provisioning, password resets, account unlocks, MFA setup, and group-based access control.
- Managed end-to-end lifecycle of devices using Microsoft Intune and MDM solutions (AirWatch), including device enrollment, policy configuration, compliance enforcement, application deployment, and remote troubleshooting.
- Provided hands-on support for desktops, laptops, and mobile devices, including setup, imaging, software installation, connectivity troubleshooting, and hardware issue resolution.
- Supported endpoint security using Windows Defender and enterprise security tools, including threat detection, updates, and endpoint protection troubleshooting.
- Troubleshot operating systems including Windows 10/11, macOS, iOS, and Android, resolving performance, application, and connectivity issues.
- Supported enterprise and business applications including Microsoft Office Suite, Outlook, SAP, VMware, Cisco Jabber, and WebEx.
- Collaborated with cross-functional and L3 teams for escalation of complex issues, ensuring timely resolution and clear communication with users.
- Maintained high customer satisfaction by providing prompt, user-focused support and consistent follow-ups.
IT Support Analyst - Tata Consultancy Services (Client: Enmax) - Calgary, AB
(2022-09 - 2023-02)
Provided onsite and remote desktop support to end users in a corporate environment, resolving hardware, software, and network-related issues with a strong focus on customer satisfaction.
- Performed end-user device setup and deployment, including new hire onboarding, PC/laptop configuration, account setup, software installation, and workstation readiness.
- Installed, configured, and maintained Windows 10/11 systems, including OS imaging, reimaging, formatting, and system upgrades using standard enterprise tools.
- Troubleshot and resolved hardware issues for desktops, laptops, and peripherals; coordinated with vendors for repair/replacement of faulty components under warranty.
- Configured and managed mobile devices (iOS and Android) using Microsoft Intune and AirWatch (MDM), including device enrollment, provisioning, policy configuration, and compliance enforcement.
- Deployed, monitored, and troubleshot application installations via Intune and AirWatch portals, including pushing apps, resolving deployment failures, and ensuring application accessibility across Windows, macOS, iOS, and Android platforms.
- Troubleshot endpoint management issues including device synchronization, compliance policies, configuration profiles, email (ActiveSync) setup, and secure access.
- Provided support for AV/meeting room technologies, including setup and troubleshooting of Microsoft Teams Rooms, conferencing systems, projectors, and audio/video equipment.
- Diagnosed and resolved software/application issues, including Microsoft Office, Outlook, Teams, VPN, and enterprise business applications.
- Supported network connectivity issues including LAN/WAN, Wi-Fi, VPN access, and remote connectivity troubleshooting.
- Managed and supported printers, scanners, Cisco IP phones, and other peripheral devices.
- Delivered remote support using tools such as Remote Desktop and enterprise remote support applications when required.
- Worked closely with Service Desk and L3 teams to escalate complex issues, ensuring timely resolution and proper communication.
- Maintained asset inventory, tracked hardware lifecycle, and ensured compliance with IT policies and standards.
- Logged and managed incidents and service requests in ServiceNow, ensuring accurate documentation, SLA adherence, and timely resolution.
Senior Analyst – IT Support - HCL Technologies - Pune, India
(2021-01 - 2022-12)
Delivered Tier 2 onsite (desk-side) support, handling walk-ups and providing real-time issue resolution in a fast-paced environment.
- Acted as a primary floor support contact, assisting users directly and minimizing downtime through immediate troubleshooting.
- Performed OS imaging, reimaging, formatting, and deployment of Windows 10/11 devices; supported onboarding, desk moves, and hardware refresh.
- Provided VIP/white-glove support for executives, ensuring high-priority issues were resolved efficiently.
- Supported AV/Teams meeting rooms and resolved live meeting issues.
- Coordinated with vendors for hardware replacement and maintained asset tracking.
- Logged and managed incidents in ServiceNow, ensuring SLA compliance and proper documentation.
Technical Support Engineer (L2) - TCL - Pune, India
(2018-01 - 2021-12)
Delivered Tier 2 remote support via phone, chat, and remote tools, resolving user issues across multiple locations.
- Managed incidents and service requests in ServiceNow, ensuring SLA compliance and accurate documentation.
- Installed and configured software, including Microsoft Office apps; troubleshot application issues related to Outlook, Teams, OneDrive, SharePoint, and PowerPoint.
- Performed Active Directory (Entra ID) tasks such as account unlocks, password resets, and user access management.
- Troubleshot VPN connectivity, browser-related issues, and remote access problems.
- Administered Exchange Online, including creation and management of shared mailboxes, distribution lists, and group mailboxes.
- Managed devices using Intune/MDM, including enrollment, configuration, and app deployment.
