Vikas Saini Email & Phone Number

Toronto, Canada Area

Toronto, Canada Area

• Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams.• Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact.• Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications.• Experienced in physical and virtual environments (Hyper-V, VMWare, Citrix, Parallels Virtuozzo)• Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)• Work with internal and external technical and service teams to create and/or update knowledge base articles• Knowledge of ITIL and Service Management methodologies.• Experience with Web Technologies (XML, HTML, Web Services etc).• Experience working with ConnectWise, Jira, and Cherwell IT Service Management tools.• Installed, Support and Upgrades of Windows OS (Server 2003, 2008 R2) and Linux distribution.• Configuring and implementation of DHCP, DNS, FTP.

• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.• Excellent communications skills • Experience in Tivoli, Remedy and Service Now Ticketing system• Experience in trouble resolution combined with strong analytical skills • Experience in Blackberry Support, System Center Configuration Manager (SCCM) reports/Software Automation.• Experience with MS Windows Desktop Operating Systems and Application installation troubleshooting (Windows XP, Windows 7, Office, Outlook, .NET, Java)• Ability to work in a high pressure environment.• Respond to communications (email, phone, fax) from customers in a timely manner • Troubleshooting, analyzing & resolving issues quickly & able escalate when appropriate • Assisted with critical system outages, software upgrades, and capacity planning.

Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.Excellent communications skills Experience in trouble resolution combined with strong analytical skills Ability to work in a high pressure environment.Respond to communications (email, phone, fax) from customers in a timely manner Troubleshooting, analyzing & resolving issues quickly & able escalate when appropriate Knowledge of approaches, tools and techniques for anticipating, recognizing and resolving technical problems.

Provide Computer Helpdesk support by phone or in person as needed to minimize downtimePerformed diagnostics and troubleshooting of system issues. Installation and configuration of Win2000/NT/98/XP/Professional on all the computers over LAN/WAN, as per the specifications. Installation of all device drivers' used for hardware support.

Created and managed all natural search engine optimization, pay-per-click advertising, paid linking campaigns, email marketing, internet revenue generating programs.Responsible for developing and managing internet marketing strategy for one of the top online education sales and marketing firms in nation Conducted keyword research and link building strategiesWorking with clients to define the scope of a projectProvide PC and Client/Server tech support for small to medium sized businessesAnswered technical questions regarding software products and their requirements within related industries Investigated issues reported by customers in a timely and efficient manner Defining software, hardware and network requirementsFacilitated and participated in conference calls with customers and other departments

Provided solutions to customer's equipment needs Offered excellent customer service in a pleasant and professional manner Assisted in-house staff and field personnel by solving internal and external concerns or issues Analyzing the condition of existed networks of Pips customersLAN and WAN solutions on customer sites. Implementation of various security tools over LAN and WAN i.e. Firewalls, Proxy Server etc.Installation and configuration of Win2000/2003/NT/98/XP/Professional on all the computers over LAN/WAN, as per the specifications. Configuration of Active Directory Services in Windows 2000/2003 Advanced Server.Installation of all device drivers' used for hardware support.

Education record

Bachelor Of Engineering, Electronics &Tele Communication

ELT - Sheridan College for Internationally Trained Individuals (SCITI) - Co-op Placement.