Riddhi Hathi Email & Phone Number

Courtice, On, Ca

Toronto, Ontario, Canada

- Actively collaborate closely within the team to monitor and maintain a diverse range of products and appliances, including but not limited to Cisco 3850 switches, Nexus 2K, 3K, 5K, Pulse Connect Secure, Zscaler, SilverPeak, Aruba Access Points, Palo Alto Firewalls, Solarwinds, F5, UltraDNS, QIP, DigiCert, ClearPass Policy manager, Restorepoint, & more - Oversee the timely maintenance & updating of network appliances, while proactively addressing security concerns by identifying & mitigating potential vulnerabilities - Work closely with the team to promptly resolve network issues, diving deep into root cause analysis & coordinating with external vendors when necessary to ensure timely and efficient solutions- Open change tickets in the ServiceNow ticketing system for any modifications in the production environment. This process includes planning, scheduling, documenting steps, coordinating with testers, and closing the ticket upon successful change implementation - Keep an eye on the ticket queue, addressing incidents or user requests efficiently- Maintain up-to-date Confluence pages, ensuring documentation and network diagrams are current & accessible- Participate in on-call support, sharing responsibilities in a rotational manner to provide consistent network support- Manage & update the inventory, ensuring accurate tracking of network assets & resources- Take the initiative to upskill in emerging technologies, such as recently training in Cisco Meraki, & subsequently provide knowledge-sharing sessions and presentations to the team, ensuring collective growth and expertise- Assisted the team with data center relocation, ensuring a seamless transition with minimal operational disruption. Responsibilities during the relocation included: - Handling the racking, stacking, & necessary cabling of the equipment in the new location - Coordinating with internal teams to strategize and plan the move of equipment & applications without interruptions

Toronto, Canada Area

- Handled creation and deletion of the Virtual Machines/VDI’s as required for production and non-production environment- Assisted with re-imaging desktops, laptops, and Wyse boxes - Documented standard processes, configurations, step-by-step troubleshooting sequences, and installation procedure- Planned and applied firmware upgrades through Wyse Management Suite for Wyse boxes for users working remotely- Determined, researched and resolved non-recurrent problems related to desktops, laptops, Wyse boxes (DELL wyse 5060, 5070 with ThinOS 8 and 9), printers, mobile devices, phones, VPN, Zoom, ZScaler, WebEx, and telecommuting equipment- Diagnosed the root cause, collected all the details, and collaborated with other teams in troubleshooting technical issues- Worked with the team managers and administrative assistants to determine the hardware and software requirements for the new hires and completed their requests end-to-end. - Reviewed and recommended hardware and software purchases, placed orders on the basis of individual requests, interacted with vendors to ensure timely delivery of products, and managed software licenses- Ensured the hardware inventory stays up-to-dateManaged and deployed mobile devices (ipad/iPhones) across the entire organization including placing orders, managing employee’s corporate accounts, and setting-up the devices- Prioritized tasks as required - Maintained conference meetings rooms by conducting regular system checks to ensure consistent performance- Provided on-call after hours and weekend support

Toronto, Canada Area

- Resolved technical issues related to Microsoft Office Suite, Outlook 2016 - Calendars & Reminders, HVD access, VDI (Citrix and VMware), VPN, Blackberry Dynamics Applications for Android and iOs, Work from home hardware and software, Avaya IP phones, Network Drives, Printers, and various internal applications- Created tickets in ServiceNow for Support calls, emails and in-person assistance- Gathered and provided as much information for escalating issues further as required- Assisted with Password reset requests for internal applications- Worked with different teams for completing a few on-boarding and off-boarding Access Requests- Documented support center related content to be used in future cases and keeping it up-to-date and organised- Provided Work from Home training and equipment- Processed Hardware, Software, and IT Professional Services purchase order as requested by the business; maintaining inventory and keeping track of invoices- Provisioned access to various applications by granting permissions to user profiles in Active Roles/Active Directory- Supervised and assisted junior team members on day-to-day Support Center tasks

941 Progress Ave, Scarborough, On

- Monitored open lab sessions- Assisted with cloning of Hard-drives and making straight-through cables- Ensured working of all the lab equipments every weekend- Logged about all the activities during my work schedule and reported to my Supervisors and Manager at the end of every weekend- Resolved hardware and software issues in a timely manner

80 Micro Ct, Markham, On

- Managed JIRA ticketing system and provided support to users as required- Maintained organizational units, groups, user and computer accounts in Active Directory- Added mailboxes in Microsoft Exchange and Migrated them to Office 365- Monitored Email security (Dell – SonicWall), Call recording (Telstrat) and Firewall server (Zabbix)- Configured Cisco phones for employees and managed Cisco finesse - Patched CAT 5e cables in the patch panels and tested the internet connectivity- Backed up and deployed system images using Acronis- Secured employees’ laptops with Sophos Safeguard Encryption Software- Created virtual machines as required and managed the datastore- Administered Cisco Meraki Access points using Meraki web based monitoring platform- Automated a few tasks by developing PowerShell scripts and using macros- Assisted users overseas over the phone by logging into their systems remotely- Co-ordinated with HR manager and team manager while creating new staff profiles- Maintained assets inventory- Trained Co-Op hire on job responsibilities

941 Progress Ave, Scarborough, On

- Handled calls at front desk- Provided support for networking and telephony labs - Logged and reported to my Supervisors and Manager every weekend- Resolved hardware and software issues in a timely manner- Confirmed all the labs equipments were working properly for lab exams

941 Progress Ave, Scarborough, On

- Supervised and handled operations of the lab equipments, routers, switches, Private Branch Exchange - Avaya’s PBX (in the telephony lab), mac minis, android and apple devices- Checked labs on a daily basis - Resolved hardware and software issues in a timely manner- Ensured all the softwares in computer systems are up to date- Handled calls at front desk- Provided support for networking and telephony labs - Assisted in replacing motherboard in an Apple server and mounting different servers- Monitored open lab sessions and guided students through their issues- Reported unresolved issues to supervisors

Toronto, Canada Area

- Conducted telephonic surveys

Advanced Diploma (Fast-Track And Co-Op), Computer Systems Technology - Networking, Cumulative Gpa : 4.045

Bachelor'S Of Engineering, Computer Science, 8.06

High School, Science

I was awarded for my leadership as a group captain of my school.