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.

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%.