Rajesh Gora Email & Phone Number

Toronto, Ontario, Canada

• Respond to technical support requests and events; ensures tickets are acknowledged, prioritized, logged, and updated with regards to service levels
• Determine the most effective solution for resolving technical issues, research solutions and resolves the problem; document resolutions to support continual service improvement.
• Provide technical support to staff in use of computer workstations, phones, printing, scanning, mobile devices, software applications, etc.
• Support upgrades of hardware, operating systems, and applications
• Research and recommend upgrades and solutions for IT systems.
• Diagnose, troubleshoot, and resolve issues that arise; escalate and communicate with vendor support as required.

Toronto, Ontario, Canada

• Installed, configured, tested, maintained, monitored, and troubleshot end-user workstations and related hardware and software to deliver required deskside service levels.
• Managed internal and client-based ticketing system to resolve 6 to 8 tickets a day.
• Escalated incidents and requests as required, ensuring follow-up to collaborate on continuous improvements.
• Assisted users with imaging and deployments, SCCM.
• Managed a fast-paced queue of IT support inquiries and requests.
• Communicated with users over phone calls, emails, and virtual meetings to help understand and resolve problems, including providing status updates on requests, expectation management, and pending projects.

Whitby, Ontario, Canada

• Audited functionality and cosmetics of laptops/notebooks/chrome books received.
• Assisted clients to upgrade tech configurations including hardware and software.
• Having hands on experience on setting up NCR 7607 Real Pos Xr8 Pos Terminal Kits.
• Facilitated Canada’s largest retail clients to perform server migration.
• Installed, configured, and maintained operating system software, installing new releases, applying patches or fixes, testing, and implementing into production environment.
• Maintained satisfactory Quality performance levels.

Scarborough, ON

• Installed and configured Smart Connector software in windows and Linux OS.
• Provided end user support to the dedicated clients.
• Troubleshot and resolved basic issues encountered during daily operation.
• Delivered security audit requirements to the end users.
• Assisted respective team to track, authenticate and raise security alerts.
• Closely monitored the performance of the overall deployment environment.

Toronto, Canada Area

• Managed customer service desk functions and supervised employees to deliver quality customer service.
• Handled a large number of customer’s complaints and queries on incoming calls and in person.
• Managed the operational activities of the contact center including workflow, workforce optimization, and cost management.
• Monitored and controlled all the financial activities associated with the overall operations and created daily cash reports for accounting managers.
• Maintained team’s call quality standards.
• Analyzed data to identify strategies for improvement of service and productivity.

Mumbai, Maharashtra, India

• Provided technical support to clients through calls/ emails and resolved tickets related to hardware, software, and network issues.
• Maintained user passwords, logins, and access rights on a variety of systems.
• Provided support to end-users using remote tools like SCCM.
• Monitored and maintained the Help Desk applications and systems to maintain required compliancy.
• Implemented more efficient backups to increase environment security.
• Created and managed Distribution Lists of users to enhance communication process.

Navi Mumbai

Chandigarh, India

• Learned the core fundamentals of Networking and Cybersecurity.
• Had an opportunity to gain knowledge of Real-time communication by using web sockets.
• Performed testing, debugging and deploying through virtual labs environment.
• Trained in Linux 2.6 x, installation, initial configuration using VM ware.
• Handled mock situations created on FTP, DNS, Apache servers.

Post Graduate Certificate, Data Analytics For Business Decision Making

Post Graduate Certificate, Computer And Information Systems Security/Information Assurance

Bachelor Of Technology - Btech, Electrical, Electronics And Communications Engineering

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