Jinal Amin Email & Phone Number

Markham, Ontario, Canada

Provide timely and effective technical support to internal users, addressing hardware, software, network, and application-related issues.Diagnose and resolve technical problems via phone, email, and remote desktop tools while maintaining a high level of customer satisfaction.Collaborate with cross-functional teams to escalate and resolve complex issues in a timely manner.Create and maintain comprehensive documentation for troubleshooting procedures, known issues, and resolutions.Assist in onboarding new employees by setting up workstations, configuring software, and providing initial training.Contribute to the continuous improvement of IT processes by identifying recurring issues and suggesting solutions.Proficiency in Microsoft Office 365 - Outlook, Excel, Word and working knowledge of Microsoft Active Directory

Provided remote assistance to end-users using tools such as Bomgar, resolving technical issues promptly and minimizing downtime. Managed and maintained the organization's network infrastructure, leveraging Microsoft Intune to enhance device management and security. Collaborated with cross-functional teams to integrate Microsoft Intune with existing systems, streamlining device enrollment and management processes. Assisted in managing and maintaining Active Directory accounts, group policies, and user access permissions. Contributed to the development and implementation of a knowledge base, resulting in improved self-service capabilities for end-users. Collaborated with the IT team to deploy new software and hardware, ensuring compatibility and user readiness. Conducted regular system audits to identify potential security vulnerabilities and took proactive measures to address them. Assisted in the planning and execution of hardware upgrades and replacement projects.

Ahmedabad, Gujarat, India

Responded to user inquiries and technical issues via phone, email, and ticketing system, resolving 80% of issues on first contact.Assisted users in troubleshooting hardware and software problems, including operating systems, applications, and peripherals.Provided step-by-step guidance for configuring software applications, setting up email accounts, and resolving connectivity issues.Escalated complex issues to Tier-2 support while providing thorough documentation of troubleshooting steps taken.Collaborated with cross-functional teams to identify trends and recurring issues, contributing to the improvement of support processes.

High School Diploma, Computer Programming/Programmer, General

Bachelor Of Engineering - Be, Computer Engineering Technology/Technician, 8.89 Cgpi