Isha Dhiman Email & Phone Number

Vaughan, Ontario, Canada

• Orchestrated timely resolution of hardware and software issues, providing technical insights to users• Actively participated in the administration and support of core IT systems, including system upgrades and patches, ensuring system stability• Document all support activities and resolutions in a service management system, ensuring that accurate and detailed records are maintained• Actively monitored security alerts and incidents using Darktrace Antigen software, demonstrating a vigilant approach to threat detection.• Fostered end-user empowerment through training and guidance• Managed and tracked hardware and software inventories, enforcing meticulous tracking• Seamlessly utilized and maintained security tools and software, fortifying the organization's security posture• Proficiently managed user access and permissions, meticulously adhering to the principle of least privilege and authentication best practices• Escalate complex issues to appropriate teams or senior staff, ensuring that customers are kept informed of progress and next steps• Maintain and update hardware and software inventories, ensuring that all equipment is properly tracked and accounted for• Provide end-user training and guidance on how to use hardware and software applications, identifying opportunities to improve customer experience and satisfaction• Participate in regular team meetings and trainings to stay up-to-date on new technologies and procedures• Collaborated with cross-functional teams to develop and execute strategies for distribution of software updates and fixes, ensuring seamless development to computers and enterprise-wide

Toronto, Ontario, Canada

• Conducted hardware and software configuration and troubleshooting for various workstations, network equipment and peripherals• Investigated security breaches and meticulously implemented incident response procedures to mitigate risks, preserving the organization's security• Leveraged expertise in Veeam Backup and Restore software to ensure robust data backup and recovery, enhancing the organization's data protection strategies.• Effectively communicated technical information to users of diverse backgrounds• Monitor and track service requests and incidents, ensuring that issues are resolved within the agreed upon service level agreements (SLAs)• Architected detailed service activity records, ensuring transparency• Conducted in-depth analysis of network connectivity issues, identifying and mitigating bottlenecks that improved network performance• Trained in using remote monitoring and management tools to proactively maintain customer equipment• Proficient in taking control of user’s system remotely to troubleshoot any technical issue experienced by them• Performed in-depth researches on customer issues through database and online and implemented appropriate solutions• Created and updated knowledge base articles to aid in future troubleshooting diagnosis• Familiar with setup of SMTP, VPN and other server related tools• Efficiently managed Office 365 Admin and Active Directory for maintaining user accounts and groups• Provided level 1 technical support via telephone, e-mail and remote-control tools and level 2 on-site technical support when required

Toronto, Canada Area

• Performed installation, configuration and troubleshooting of workstations, servers and network• Successfully provided technical support for network infrastructure and internal desktop systems software and hardware with minimal supervision• Recommended hardware and software solutions, including new acquisitions and upgrades;• Conducted computer imaging using Operating System Deployment (OSD) Tool / PXE via SCCM• Managed user, group, and computer accounts using Active Directory• Analyzed and formulated action plans for desktop service issues, application service issues, peripheral challenges, and network connectivity issues• Troubleshoot, resolve and confirm that technology and service delivery issues are restored to customer expectations• Managed G Suite, including user account administration via Google Admin • Efficiently communicated highly technical information to both technical and non-technical personnel• Collaborated with third-party vendors to resolve hardware issues covered by maintenance agreements• Worked on ticket tracking software (Manage Engine) to maintain a record of all tasks worked• Created technical documents and managed the knowledge base• Investigated system problems effectively and provided solutions using specific product knowledge

Richmond Hill

• Effectively held the role of being an Anchor for the promotional events• Travelled to other locations throughout GTA to hold events• Maintained friendly and professional customer interaction• Managed training and development programs for newly hired salespersons• Effectively answered customers queries and recommended the best options using my knowledge of products and services• Contacted new and existing customers to discuss how their needs could be met with our current and new products• Consulted with team members to complete sales transactions regularly• Responded to all customer inquiries in a timely manner

Markham

• Greeted customers with a smile and in a timely fashion and offer of assistance to enhance customer experience and buying opportunities;• Suggested different items and meal packs available to increase purchases• Diligently restocked workstations and display cases• Performed all position responsibilities accurately and in a timely manner