Mar 2025 – Dec 2025 · 9 mos · Fergus, Ontario, Canada · On-site

• Provide Tier 2 technical support to end-users across hardware, software, and network-related issues, ensuring timely resolution and minimal downtime.
• Manage Intune device enrollment and configuration for Windows and mobile devices, ensuring compliance with company security policies.
• Perform PC setup, imaging, and reset for new hires and existing employees, maintaining up-to-date software and security standards.
• Troubleshoot and resolve issues reported through ServiceNow tickets, maintaining accurate documentation of incidents and resolutions.
• Diagnose and fix printer connectivity, software installation, and user access issues to ensure smooth daily operations.
• Collaborate with IT teams to escalate and resolve complex technical problems and provide root-cause analysis to prevent recurrence.
• Assist with system updates, patches, and asset management, ensuring optimal performance and security across all user devices.

Apr 2023 – Mar 2025 · 1 yr 11 mos · Greater Kitchener-Cambridge-Waterloo Metropolitan Area · On-site

• Performed account and domain migrations for users across departments with minimal downtime and seamless system access
• Installed, configured, and maintained a wide range of IT hardware including desktops, laptops, switches, routers, printers, and scanners
• Designed and implemented preventive maintenance schedules to reduce system failures and extend hardware life cycles
• Conducted operational checks and site inspections to proactively identify system issues and optimize performance.
• Collaborated with cross-functional teams to coordinate hardware modifications and upgrades for improved efficiency.
• Provided technical support for both hardware and software issues, handling escalated service tickets and ensuring resolution
• Trained end users on basic IT procedures and best practices, including data backup, secure password management, and printer setup.
• Ensured adherence to cybersecurity protocols, including account permissions, domain group policy enforcement, and secure device configurations. Monitored system performance and conducted routine maintenance to prevent downtime and optimize efficiency across all endpoints.
• Maintained accurate documentation of incidents, troubleshooting steps, and resolutions using ticketing systems such as ServiceNow or Jira.
• Provided technical support for Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive; assisted users with account setup, password resets, and access issues.
• Supported end-users in-person, via remote tools (such as TeamViewer or AnyDesk), and over the phone, delivering prompt and effective solutions to minimize disruptions.
• Participated in IT onboarding processes by setting up new user accounts, configuring devices, and providing orientation on system usage and security protocols.

Jul 2022 – Feb 2023 · 7 mos · Brantford, Ontario, Canada · Remote

• Delivered Tier 1 support for internet, TV, and wireless services via phone, chat, and email.
• Achieved high first-call resolution rates for hardware/software/network issues.
• Utilized case management tools for ticket tracking and escalation.
• Provided user education to reduce support requests and improve experience
• Configured and supported basic network setups, including modem/router resets, IP configuration, and DNS troubleshooting.
• Participated in training sessions and knowledge base updates to maintain current understanding of service offerings and technical procedures
• Collaborated with Tier 2/3 teams and field technicians to ensure escalation handoffs and follow-throughs were completed promptly.

Oct 2020 – Mar 2022 · 1 yr 5 mos · Ahmedabad, Gujarat, India · On-site

• Assist in installing, configuring, and maintaining network hardware, including routers, switches, firewalls, and access points.
• Help in setting up LAN, WAN, and VPN connections under the supervision of senior engineers.
• Monitor network performance to ensure system availability, reliability, and security.
• Identify and troubleshoot basic network connectivity issues, escalating complex problems when necessary.
• Support the implementation of network security measures such as firewalls, antivirus, and access controls.
• Regularly apply software and firmware updates under supervision.
• Assist in deploying and managing cloud-based environments on Microsoft Azure.
• Support hybrid network configurations that integrate on-premises systems with cloud platforms.
• Learn and implement fundamental cloud networking concepts such as virtual networks (VNet), subnets, network security groups (NSGs), and load balancers.

May 2020 – May 2020 · 0 mo · Ahmedabad, Gujarat, India · Remote