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.• Develop knowledge and skills required to continually improve IT systems.• Communicate with team frequently regarding issues, changes, and suggestions.• Maintain hardware inventory.

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.• Contributed to continuous improvements in the day-to-day computing environment by providing inputs based on user feedback.• Performed tasks in a high-speed, high-volume environment to meet or exceed daily production goals.

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.• Responsible for imaging and software installs on end user devices. • Maintained accurate record of installation including, but not limited to, quantities, serial numbers, and asset numbers of installed hardware• Re-imaged computers with custom and default images.• Troubleshot, isolated, and replaced operating system and server components to maintain systems at 99.9% uptime and reliability.

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. • Participated in Weekly stand-up meeting with the analyst teams to track daily operations.

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.• Monitored System Performance using various tools like solar winds server and application monitoring.• Performed routine and scheduled audits of the systems, including all backups.

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

Activities and Societies: