Pratik Shah Email & Phone Number

Waterloo, Ontario, Canada

Ontario, Canada

• Addressing various technical concerns for end-users, including but not limited to password resets, modifying user permissions, creating new user profiles, resolving software queries, troubleshooting PC hardware issues, ensuring internet connectivity, and configuring hardware setups.• Overseeing and managing endpoints within Active Directory, Exchange, SQL Server, Office 365, VMware, and DHCP services.• Identifying and escalating complex issues to Tier 3 support for further resolution.• Skilled in Mobile Device Management (MDM) solutions for configuring and securing mobile devices across various platforms. Manages and administered endpoints in Microsoft Intune.• Conducting network diagnostics, troubleshooting VPN connectivity issues, and accessing network equipment management portals for diagnosis.• Utilizing remote support tools such as Configuration Manager Remote Control, VNC, and Remote Desktop to diagnose and resolve issues.• Thoroughly documenting work orders and IT tickets, along with their respective resolutions, in the IT software management system, maintaining consistent and meticulous record-keeping practices.

Waterloo, Ontario, Canada

• Providing prompt support to management stakeholders to facilitate their understanding of the environment and address issues efficiently.• Collaborating with the customer success team to tackle complex issues as they arise and offering strategic recommendations to mitigate them.• Reporting incidents and inefficiencies within current workflows to enhance operational effectiveness.• Identifying potential shortcomings in processes and collaborating with all levels of the organization to comprehend their workflows and obstacles, aiming to find effective solutions.• Collaborating with the R&D team to troubleshoot and resolve bugs related to the company's sensors.

Waterloo, Ontario, Canada

● Reports to Manager and /or Management on regular basis. Perform shell scripting or other basic scripting tasks to install AWN networking software.● Tailor and deploy AWN supporting tools, processes, metrics, perform data backups and disaster recovery operations, conduct tests, and perform quality controls● Support the platform and maintain documentation relating to hardware provisioning/decommissioning.

Waterloo, Ontario, Canada

● Reports to Manager and /or Assistant Manager on team member performance.● Assists in ensuring optimal team member coverage at all times and works various positions during busy periods to maintain optimal service levels through demonstrated floor leadership.● Complies with and enforces all Tim Hortons operating standards.● Plan staffing needs on daily and weekly basis.

196 Waterloo St, Kitchener On N2H 3W1

● Handling inbound calls & chats from the customers, troubleshooting and resolving technical issues.● Constructs individual case reference files and updates case management databases.● Consults user guides, technical manuals and other documents to research and implement solutions.● Diagnoses end user problems using systematic listening and probing approaches.● Provides information and direction as required for simple problem resolution.● Initiates dispatch procedure for hardware pickup/shipment as appropriate.● Provides advice to internal technical support advisors in response to identified difficulties.● Research problem/case history using computerized databases.

Waterloo, Ontario, Canada

Waterloo, Ontario, Canada

Post Graduation, Information Technology

Post Gradution, Information Technology - Network Security, 82.44%

Bachelor Of Computer Application - Bca, Computer Programming, Specific Applications, 9.27/10

Activities and Societies: Selected for national swimming. Like to do photography.