Dewansh Arora Email & Phone Number

Toronto, Ontario, Canada

Ontario, Canada

Diagnose and troubleshoot end user desktop application issues and provide appropriate solutionand quality assurance Ensure compliance with Quality Assurance Evaluation (Calls, chats, email, self-service interactionsand Tickets) Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix,and MDM (mobile device management) Contact handling calls, chats and emails Provide timely resolution of problems or escalation on behalf of the customer and ensure theirsatisfaction Proper documentation of tickets Escalate complex tickets and ensure closure (follow up) Monitor and follow up on tickets in the ITSM platform Adhere to standard operating procedures and customer service guidelines relating to remote ITsupport Perform account management and maintenance for various applications and systems (e.g., createor modify user accounts and permissions, and perform password resets).

Brampton

Responsibilities: - Increase sales of canadian tire MasterCard- provide excellent customer satisfaction.- Maintaining and Handling Customer Relations - Handling customer’s objections.

Mississauga, Ontario, Canada

• Diagnoses mechanical, hardware, software and systems failures, using established procedures.• Performs service, repair and/or installation of computer products including system hardwareand software, MFD printers, PC's, laptops, printers, cell phones, tablets, single and multiprocessorservers, and wired/wireless networking. Performs account management andmaintenance for various applications and systems (e.g., creates or modifies user accounts andpermissions, and performs password resets).• Consistently provides and updates notes, feedback, or documentation via the appropriateticketing systems to track and monitor issues. Communicates with customers at all levels oftechnical and non-technical skill sets. Follow-up with end users to provide status updates as perservice level guidelines (SLA's).• Acts as the first escalation point for complex and/or high priority problems, forwardingproblems they cannot solve to the appropriate support groups for resolution (L3 Tech, Manager,etc.).• Follow all standard operating procedures (SOP) through the effective use of knowledgemanagement.• Works collaboratively with people across the organization.

INFORMATION TECHNOLOGY SERVICE RESPONSIBILITIES • Manage all hardware and software necessary to support CMHA Peel Dufferin’s WAN/LAN infrastructure. This includes: • All servers, workstations, network equipment, printers and scanning devices• Maintain and upgrade the OS version and patching for all servers, workstations and networkequipment including anti-virus software, anti-SPAM, and backup applications• Troubleshoot, resolve and document IT tickets in a timely manner. This includes: • Responding to user requests• Escalating issues as required• Resolving technical inquiries and issues• Updating and closing tickets upon completion• Maintain various IT records, databases, documentation and diagrams with a focus on the retention of accurate and up-to-date records • Manage routine server and database backup processes to ensure recoverability• Deploy IT equipment and inventory to new and existing employees, in accordance with business needs.This includes: • Laptop imaging and setup• Phone deployment and setup• Update databases/documents with appropriate asset tracking information• Create and manage employee user accounts for various corporate systems such as email, network ID etc.• Interact in a professional manner with staff, vendors and contractors• Work with the IT team to facilitate deployments of new hardware, software, services and upgrades to theIT infrastructure and resolve any technical or scheduling difficulties that arise• Provide in-office, remote, and at-home customer support to all CMHA Peel Dufferin staff• Continually monitor computing systems, services and data and enact timely actions based on alerts andabnormal events• Ability to trouble shoot problems and issues to resolution• Work closely with various teams within the organization to ensure that IT needs are met in a timely and appropriate manner.

Brampton, Ontario, Canada

Diploma Of Education, Computer Networking And Technical Support, A

Diploma Of Education, Computer Programming, A

High School Diploma, Non-Medical, Physics, Chemistry, And Mathematics, 82.0 %

Middle School Diploma, Cbse, Grade 10 - 10 C.G.P.A.