Hardik Khanpara Email & Phone Number

9050 Yonge St, Richmond Hill ON L4C 9S6

• Managing 5 service desk teams - 5 direct/23 indirect reports across Toronto, Sofia, and Cluj-Napoca (Romania), with an emphasis on the ITIL service desk, incident management, and compliance support disciplines.
• Overseeing and engaging only, when necessary, conference calls for Major Incidents (24x7) to ensure the timely restoration of service, providing clear and accurate communication to stakeholders across the company.
• Creation of IT service reports i.e. weekly service report summary, monthly incident report for international division, problem management data, root cause analysis for operational reviews.
• Definition of requirements and instrumentation for reporting, monitoring and operational management capabilities of IT applications and IT systems.
• Stakeholder Management (within org) – Continuous collaborations with Poker, Casino and Sportsbook product owners and development managers regarding performance issues, service improvements, process gaps, and preparing.
• Supplier/Vendor Management (Outside of Org) – Establish and manage key supplier performance goals and objectives through supplier scorecards.

Toronto, Canada Area

• People management responsibilities - recruitment and selection, onboarding and offboarding, performance management and career development
• Full major incident responsibility - identification of major incidents via monitoring, escalations through PagerDuty, communication throughout the incidents across the organization
• Help with pilots and testing - fire drills, onboarding new teams to PagerDuty, and creating support models for upcoming projects/integrations.
• Maintain runbooks/playbooks to ensure smooth daily operations.
• Examine team performance patterns and provide recommendations to the Service Desk.
• Monitor support channel SLAs (Tickets, Slack, Email) and provide recommendations for team priorities to ensure that all issues are addressed in a timely manner.

Richmond Hill, Ontario, Canada

• Follow the predefined incident management process and procedures to minimize the impact on the product and services ensuring all incidents are recorded, assessed, classified, prioritized, assigned and actioned within.
• Ensure rigour and governance are sustained within ongoing incidents to support clear documentation and communication to customers, as well as timely handling of incidents between 2nd line teams.
• Providing proactive and reactive incident analysis to form part of the initial problem investigations and to identify service issues.
• Drive cause analysis and corrective action between teams to help eliminate disruption of services.
• Create and update Knowledge Base (KB) articles for workarounds and Known Errors (KE) which are identified throughout the lifecycle of incident/problem records.
• Work closely with other Incident Management teams to ensure continuous improvement and best practices in handling incidents.

Toronto, Canada Area

• Monitor, test and debug Trilliant HES application, production database server (MsSQL server 2008 R2, MS SQL server 2012) and Windows/Linux servers to maintain high availability as per client specific SLAs.
• Track customer issues via FootPrints ticketing system and engage in-depth analysis with developers via creating service request in JIRA.
• Perform trend and pattern analyses by gathering, validating and deriving insight from diverse data sources.
• Review, revise and maintain project related documents and client specific user guides.
• Escalate code errors, User interface and compatibility issue to DEV/Engineering team.
• Perform and generate standard monthly, quarterly and annual system performance reports as well as demand or ad-hoc reports.

Toronto, Canada Area

• Environment: Symantec.cloud platform, salseforce ticketing system, anti-spam scanning, anti-virus scanning, email security, web and URL filtering, address registration tool, domain registration, SSL certificate.
• Providing technical support for Web and Email security issues via phone, email, live chats and working on portal tickets. Monitoring web and mail traffic for corporate clients. Follow up with customers according to.
• Excellent multi tasking skills - updating tickets on Salesforce, assisting client while on call, searching contents on knowledge base, working with 5 different teams, assisting on escalations. Requesting for customer.
• Receiving incoming technical issues via various mediums in a professional and timely manner.
• Ensuring that all calls are logged and updated with clear concise information, aiming for first call resolution at first point of contact.
• Escalation within agreed timescales where unable to resolve at first point of contact.

Surat Area, India

• Troubleshoot and resolve user support issues by phone, email, in person and using remote-control tools.
• Responsible for troubleshooting and resolving issues related to computer hardware/software, printers and network equipment.
• Track, manage, and resolve technical issues using Service Now as ticketing system.
• Work closely with development, QA, and support teams to resolve issues, fix bugs and recommend necessary changes in performance tuning and efficiencies.
• Execute escalation procedures, and maintain an accurate log of events.
• Manage support tickets for application problems and update status received from support groups.

Master Of Engineering (M.Eng.), Information System Security, 3.5

Bachelor Of Engineering (B.E.), Computer Engineering

Final Project was Recognized by "Top ten IT project of Gujarat" and won Dewang Maheta IT award. Class Representative for consecutive 4.