Shivangkumar Sonadiya

What to say when there is a lot to tell and to make it simple, I am a curious cat that can learn a lot and find a way to make it simple and efficient.

Help Desk Analyst, HGS, August 2022- May 2022

Winnipeg, MB

• Installed and managed connected hardware and application components to assure nonstop environment operations.
• Monitored IT use to maintain compliance with established processes, policies and guidelines.
• Presented network systems training and information to employees.
• Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved.
• Maintained accurate inventory of owned and new equipment to support the availability of replacement parts when needed.
• Devised incisive workarounds and resolutions for IT-related problems.
• Used remote login tools to assist clients with technical and product questions.
• Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
• Maintained up-to-date case documentation for future reference. 

Winnipeg, MB

• Assisted customers by troubleshooting and resolving technical problems.
• Created new accounts, reset passwords and configured access to servers and file management software for users. 
• Trained new employees on support processes, procedures and knowledge base.
• Walked customers through processes of installing software or hardware and initial program start-up procedures.
• Troubleshoot daily IT desktop client issues, supporting multiple departments and various offices. (Ticket Management and Escalation)
• Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
• Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
• Created robust end-user self-service tools and documentation for VPN Issues, Systems Malfunctions and Call support.

Diploma in Computer System Technician And Networking, St. Clair College, Windsor, ON August 2019