Adam Puar Email & Phone Number

Mississauga, Ontario, Canada

- Manage and troubleshoot VMware ESXi environments, including configuring and optimizing virtual machines, managing storage and networking, and performing upgrades and patches.- Configure, manage and patch SonicWall firewalls to ensure network security and compliance.- Administer Unitrends and Datto backup solutions, including configuring and managing backups, performing restores, and troubleshooting backup issues.- Troubleshoot network issues, including identifying and resolving connectivity problems, configuring network devices, and optimizing network performance.- Manage and administer Microsoft Azure environments, including configuring and managing virtual machines, storage, and networking, and monitoring and optimizing Azure resources.- Administer Microsoft 365, including creating, configuring and managing user accounts, groups, and permissions, and troubleshooting Microsoft 365 issues.- Configure and manage Ubiquity networking equipment, including switches, routers, and wireless access points.- Perform vulnerability scans and apply patches to ensure network security and compliance.- Manage IT projects from initiation to delivery using project management methodologies, including Agile and Waterfall.- Create reports and dashboards using Power BI to provide insights into IT operations and performance.- Manage vendor relationships, including contract negotiation, performance monitoring, and issue resolution.- Maintain accurate inventory of IT assets, including hardware, software, and licensing, to ensure compliance and optimize resource allocation.

Toronto, Ontario, Canada

- Demonstrated expertise in deploying IT software and equipment in client offices throughout the GTA, encompassing hardware and software installations, administration, and configuration in complex and hybrid environments.- Assisted in various IT functions including hardware and software rollouts, inventory management, and device recycling.- Proficient in vendor management, particularly in purchasing and negotiation with reputable brands such as Lenovo, Apple, and Microsoft.- Efficiently managed the logistical aspects of hardware distribution for Canada from the GTA office, encompassing purchasing, asset management, inventory management, and shipping and receipt of hardware.- Possesses comprehensive knowledge of desktop applications such as Microsoft Office, QuickBooks, Adobe Suite, Zoom, Teams, OneDrive, and various image editing applications.- Proficient in remote administration of PCs using Connectwise Automate and MACs via Addigy.- Skilled in administering users through Microsoft 365 and Google G-Suite Portals.- Demonstrates extensive familiarity with modern and legacy operating systems including Windows 11, 10, 8, Vista, XP, Windows 2000 Server 2000, 2003, 2008, MacOS, Android, and iOS.- Experienced in handling tickets on CRM systems such as Remedy, Service-Now, ConnectWise, and Zendesk.- Extensive knowledge of backup software solutions including Datto, VEEAM, Carbonite, Acronis, and Symantec Backup and Restore.- Proficient in performing application updates, security patches, and configuration changes on devices using ConnectWise Automate and Addigy platforms.- Skilled in granting and revoking network access for new hires and departures, ensuring proper maintenance of security groups, distribution lists, and application access within Active Directory and Microsoft 365.-Proficient in creating and maintaining business dashboards using PowerBI, Excel, Google Data Studio, and related technologies.

Mississauga, Ontario, Canada

- Developed and maintained comprehensive knowledge articles covering a wide range of topics including - Windows 10, Google Suite, Office 365, Citrix, VMware, ChromeOS, MacOS and iOS, Android, and proprietary client applications.- Oversaw the management of a substantial repository of over 20,000 knowledge articles, utilizing platforms such as Service Now, SalesForce, and Right Answers knowledgebases.- Successfully led multiple projects involving the creation of new knowledge articles from inception and the seamless migration of content from diverse IT systems.- Collaborated closely with service desk team managers and application resolvers to conduct quarterly reviews of knowledge articles, ensuring accuracy and relevance.- Provided hands-on support to agents in troubleshooting and resolving technical issues through both on-site floor walking and remote access.- Conducted regular health-checks on the knowledgebase system to ensure uninterrupted access for agents across global locations, promptly escalating any database performance issues to the appropriate back-end teams.

Mississauga, Ontario, Canada

- Provided comprehensive functional and technical support to client-facing agents, assisting them in resolving escalated and complex issues effectively.- Served as a liaison between the Service Desk and Level-2 resolver groups both within and outside the organization, ensuring smooth communication and collaboration.- Managed live technical escalations that surpassed the capabilities of frontline agents, adhering to client policies and procedures.- Extracted relevant data from BI systems and conducted intricate analysis to generate agent scorecards, CSAT reports, telephony reports, and billing reports.- Conducted quality evaluations on calls handled by service desk agents, identifying recurring issues during audits and developing customized training materials to address them.- Ensured that client-facing agents had the necessary resources, training, and leadership support to carry out their responsibilities proficiently.- Organized weekly and monthly meetings with client resolvers and managers, presenting service desk performance statistics and providing updates on ongoing projects and initiatives.

Mississauga, Ontario, Canada

- Developed and maintained knowledge articles within the Service Now knowledgebase, ensuring accurate and up-to-date information.- Collaborated closely with subject matter experts (SMEs) from various client departments, actively engaging in gathering updates on business and IT processes, and documenting changes within the knowledgebase.- Adhered to the client's recommended information gathering process and followed the provided style guide to create knowledge documents that were clear, concise, and aligned with client standards.- Actively participated in client change management meetings to gather insights into product release cycles, subsequently updating relevant documents in accordance with IT policies and guidelines.- Utilized tools such as Microsoft Visio and Lucidchart to visually capture the workflow of business processes and depict data transfer between IT applications.- Contributed to Service Desk Management meetings, delivering comprehensive updates on knowledge management initiatives, while identifying opportunities for shift-left approaches and process improvements.

Mississauga, Ontario, Canada

- Provided Level-1 technical support to Suncor personnel, demonstrating professionalism, timeliness, and accuracy.- Responded to a high volume of incidents and requests through various channels (telephone, voice mail, e-mail, ad hoc contact) from end users, covering hardware, software, interconnectivity, networking, and other computer-related technologies.- Resolved incidents and documented them in the ITSM system, ensuring accurate problem severity and incident classification. Escalated out-of-scope tickets to the appropriate support group and ensured their resolution within the set timeframe to achieve customer satisfaction.- Supported Microsoft Office suite of applications, including the creation and maintenance of Exchange and Windows domain accounts.- Created new hire domain accounts, home drives, shared folders, and permissions through Active Directory.- Collaborated closely with team managers to identify and resolve open, escalated, and backlogged tickets, fostering efficient ticket management and satisfactory outcomes.