Saurabh Maurya Email & Phone Number

Toronto, Ontario, Canada

Ontario, Canada

Toronto, Ontario, Canada

Toronto, Canada Area

Toronto, Canada Area

Toronto, Canada Area

The above mentioned role with one of RHT’s client was a mixture of Tier 1 & 2 help desk role. As a System Support Professional provided the following services on a daily basis: •Received and responded to service requests for assistance via telephone and email in accordance with each client’s Service Level Agreement (SLA). Service items included (and were not limited to): MS Office: Troubleshooting and fixing advanced issues such as compatibility issues, version upgrades, etc. MS Outlook: Addressing profile and data corruption issues Active directory / MS Exchange: Moves/adds/changes of accounts, organizational units (OUs), gpo’s and troubleshooting of the same Managing and addressing issues related to file permissions/workflow Addressing issues related to printers and printer sharing Monitoring and addressing alerts• Active usage of remote assistance tools like Bomgar and RDP to troubleshoot and resolve issues remotely through a secure VPN access.• As a first point of contact for customers, service providers and Third Party Vendors (TPVs), received and relayed necessary info at appropriate stages and improvised resolution plans effectively and in a timely manner.• Actively monitored all customer systems and services and responded to device-down scenarios within a LAN/WAN enforced architecture.• Was part of site visits for deployment & troubleshooting of new hardware equipments. Install/add/move/change requests adhered to for new employee hardware setup which mainly included set up of Dell Optiplex desktops and peripherals such as KVM switch, POS pads, Epson dot matrix printer, Kodak signature scanner, Kodak Camera and Honeywell hand held scanner.• Ensured proper follow up on ticket creation, management and resolution and provided proper feedback on same to the customer through Connect Wise and JIRA ticketing modules.

Calgary, Canada Area

As an onsite IT technician at Ernst & Young (E & Y) following were my primary duties:1. Active team member of Deployment Project to upgrade Windows XP to 7 Operating System on desktops & laptops by using KVM (Kernel based Virtual Machine) and USB drives. Moreover, restored user data and profile with the help of USMT (User State Migration Tool).2. Installed and configured applications & programs using SCCM.Other job responsibilities mainly included the following:• Actively monitored and attended to IT issues through Service Now ticketing module to provide support to 400+ E & Y staff.• Escalated high priority tickets in compliance with the SLA (Service Level Agreement).• Administered group policy updates through MS Server 2008 R2 server admin access.• Provided IT equipment setup for employees (Wireless router, WAP, projector setup, video conference setup, etc.)• Undertook multiple new machine setups for employees (OS deployment, migration, application installation, etc.)• Provided IT Manager with daily status reports and collaborated once a week with other branches on weekly issues through Video Conference & documented the findings.

Vadodara Area, India

As a Help desk technician at the above mentioned Financial firm, following was addressed by me:• Provided application support for financial softwares required for Client portfolio management.• Acted as a first point of contact for office employees for IT issues. Responded to issues through call as well as email.• Installed & Maintained LAN room devices (switches & routers) through Netgear & Cisco SDM.• Performed periodical patch updates for MS Server 2003 and financial applications.• Managed and kept records of IT hardware & software inventory within the office premises.• Trained colleagues to create IT awareness and meet the end goal of a productive work atmosphere.

Computer Systems Techology - Networking, Computer Systems Networking And Telecommunications

Bachelors Of Computer Applications