Uday Kanwar

Over 2 years of IT support and customer service experience, resolving 90% of issues on first contact and ensuring seamless technical operations across 200+ locations. Experienced in managing and supporting IT infrastructure projects, including Windows 10 to 11 migrations, phone system upgrades, office renovations, Building new internal Tool, and new store openings and closures. Experienced administering Microsoft 365 environments, including Exchange Online, Microsoft Entra ID, SharePoint Online, user lifecycle management, security groups, device management, MFA, authentication, and identity/access management.

Strong background in Windows administration and troubleshooting, Active Directory management, network troubleshooting, Cisco networking fundamentals, and ITSM platforms (ServiceNow, Remedy, ManageEngine ServiceDesk, Jira). CompTIA Network+ Certified. Strong communication, organization, and problem-solving skills; maintain composure under pressure while delivering efficient, high-quality support.

IT Support Specialist at Panago Pizza Inc. (2025-05 – Present)

• Provide end-to-end IT support for Head Office, Call Centres, and 200+ franchise locations, ensuring high availability of business-critical systems while troubleshooting hardware, software, POS, network, and Microsoft 365 issues.
• Administer Microsoft 365, Microsoft Entra ID, Active Directory, and Exchange Online, managing user onboarding/offboarding, account provisioning, security groups, mailbox administration, licensing, authentication (MFA), and access permissions.
• Deploy, configure, and support Windows workstations, POS systems, printers, and network infrastructure for new store openings, sales, renovations, relocations, and closures, including Fortinet (FortiGate) firewalls, FortiExtenders, DHCP, IP addressing, VPN, and network connectivity.
• Provide Tier 2 support for 200+ Call Centre agents, troubleshooting Webex Contact Center, telephony, proprietary POS software, and other business-critical applications while maintaining SLA targets.
• Designed and developed an internal web-based Store Mapping Tool for the Panago Call Centre, streamlining store lookup and mapping workflows, reducing manual effort, and improving operational efficiency.
• Lead and support IT infrastructure projects including Windows 10 to Windows 11 migrations across Head Office and retail locations, phone system upgrades, office technology deployments, and store infrastructure implementations.
• Collaborate with vendors, ISPs, and cross-functional teams to coordinate technology deployments, resolve escalated technical and billing issues, and support infrastructure upgrades while maintaining technical documentation and asset records.

IT Technician at Nanak Foods Inc. (2025-03 – 2025-05)

• Provide end-user technical support for hardware, software, and network issues, ensuring system reliability and smooth daily operations across departments.
• Install, configure, and maintain Windows-based systems, peripherals, and user accounts while monitoring performance and applying system updates.
• Manage and resolve tickets through ServiceNow/Remedy, documenting troubleshooting steps to streamline future issue resolution.
• Assist with LAN connectivity, firewall configurations, and basic network security, collaborating with senior technicians on infrastructure maintenance.
• Deliver responsive, customer-focused IT assistance while maintaining documentation and supporting continuous process improvements.

IT Infrastructure Support Analyst at Canada Revenue Agency (National IT Service Desk) (2023-01 – 2024-04)

• Provided Tier 1/2 end-user IT support via phone, chat, and web for CRA and CBSA users, ensuring timely resolution of hardware, software, and network issues.
• Diagnosed and resolved issues with Microsoft 365, Adobe applications, Windows OS, VPN, and network connectivity; performed remote software installations and configurations.
• Administered Active Directory and Microsoft Exchange 2016, managing user accounts, group permissions, mailbox access, and site transfers.
• Collaborated with internal teams and vendors to troubleshoot escalated incidents, meet SLA requirements, and document solutions.
• Created SharePoint knowledge articles and troubleshooting guides, reducing repeat tickets by 10% and improving self-service support.

Bachelor of Technology in Information Technology – Kwantlen Polytechnic University