Samir Modi Email & Phone Number

Downtown Toronto

• Providing Hardware, OS, and Application support to users, and audio-video equipment in Meeting rooms.• Creating various technical/process documents for the Service Delivery team and end users for day-to-day tasks. • Reducing risk surface of enterprise data leak by blocking Personal One drive and Team accounts to company assets and implementing MFA solution through Microsoft Authenticator.• Increasing capacity and efficiency by implementing Intune Windows Update Rings to upgrade machines to W11 with the latest Quality, Features, and Driver updates, SSPR tools.• Reducing the vulnerability scores of endpoint devices by implementing the ManageEngine solution to deploy third-party patches to enterprise assets, patch inventory, remote connection, application package installs • Creating and deploying W11 Gold Image through ManageEngine solutions for different business lines.• Providing White Glove services to users in Toronto, UK, and Sydney offices.

Toronto, Ontario, Canada

• Provided 2nd level technical support to a diverse customer base, resolving an average of 10 tickets per day for W10 OS, O365 suite, Teams, Slack, Cisco WebEx , SharePoint productivity tools and applications.• Diagnosed and resolved software, hardware, and network issues, utilizing Bomgar and Dameware remote desktop tools, and troubleshooting techniques to achieve more than 80% first-call resolution rate.• Collaborated with cross-functional internal as well as external teams to escalate and resolve complex technical issues, ensuring timely and effective problem resolution.• Maintained detailed documentation of customer interactions, technical solutions, and troubleshooting steps, contributing to an updated knowledge base repository.• Coached team members in frequent training sessions on the latest software releases, troubleshooting techniques, and best practices for providing customer assistance.• Automated mundane tasks by creating scripts for zero touch and one touch installation of various applications for secure and convenient deployment of applications as per business needs.

Toronto, Ontario, Canada

• Deployed, configured and troubleshooted hardware and software on trade floor in high pressure environment.• Installed, configured and troubleshooted VPN and over 100 applications for Windows, Mac, and Citrix platforms.• Imaged PCs and laptops with baseline configuration and installed dedicated business applications.• Assisted in the testing and deployment of software updates and patches, ensuring compatibility, and minimizing disruptions for customers during maintenance windows.• Active member of Business Continuity Plan (BCP) team for BCP test for bank from year 2006 to 2016 prioritizing critical business applications availability at Disaster Recovery site (DRP).• Assisted with the testing and deployment of software patches in UAT environment to ensure compatibility and lessen customer inconveniences while maintenance is being done.

Vaughan, Ontario, Canada

• Provided on site and in house hardware support on IBM, HP, Compaq, and Toshiba make laptops, desktops, servers, and multi-function printers. • Implemented an improved inventory management system that increased customer satisfaction by 35%.