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.
• 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.

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.
• 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.)

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.

Computer Systems Techology - Networking, Computer Systems Networking And Telecommunications

Bachelors Of Computer Applications