Shashank Iyer Email & Phone Number

Brampton, On, Ca

Toronto, Ontario, Canada

• Apply a customer-centric and agile approach to assess client needs and take ownership of issues, providing authoritative guidance on I&IT products and services.• Manage access to Government Infrastructure by creating, changing, deleting, and supporting Active Directory user accounts, Enterprise Email accounts, Mobile Device Management tools, and file shares.• Ensure prompt and accurate ticket details throughout the lifecycle of Service Requests (SR) or Service Incidents (SI), updating incident records and work orders with daily progress reports.• Monitor Incident Management and Work Order queues, ensuring timely review, resolution, or escalation based on client needs or Service Level breaches.• Follow up with clients, peers, vendors, and management to gather required information and ensure compliance with Service Level Agreements, providing status reports as needed.• Assess End User IT service requirements and guide clients on obtaining and configuring products and services, ensuring corporate compliance.• Provide input on technical, operational, and service techniques, researching new technologies, and participating in Service Improvement Programs.• Create and update knowledge articles and notifications, drafting communications for distribution.• Participate in trend and root cause analysis, working on continuous improvement activities and identifying training requirements for ITS staff.• Collaborate, coach, and mentor peers and colleagues.• Travel to other service locations as required.• Provide on-call and overtime technology support, including weekends and holidays.

Toronto, Ontario, Canada

• Supported Government Mobile Communications Branch (GMCB). Acting as a point of escalation when emergency services including 911 calls and Ambulance dispatch services are impacted. Ensured information was collected and communicated with the Incident Co-ordinator and stand by Emergency Health System agents to minimize impact to public services. • Handled 100+ emails daily providing technical support to OPS and Non-OPS clients.• Assisted clients with password resets for an array of applications (ICON, Y/A OTIS, CAC MAINFRAME, FRANK, Microsoft Multi-Factor Authentication).• Undertook additional related duties such as receiving specialized training to assist Judges and Justice of the Peace remotely, Windows 11 training to enable smother transition, covering days when significant call volumes were expected, showcasing flexibility and broad skill set within IT service management.

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Provided Tier 1 & 2 level, hardware/software support both remotely and in-person at the Tech Lounge, assessed end-user IT requirements, guided clients to resolve service issues, and recommended diverse IT solutions including mobile and desktop services, assistive tech, printing, and telecom services. Ensured compliance to service level commitments while adapting to emerging technologies.• Deployed and troubleshooted software using Cloud Deployment tools such as Intune and Radia.• Managed and resolved multiple incidents/work orders assigned through eSMT ticketing system by analyzing similar incidents, researching documentation and debriefs, documenting the information to stream-line resolution efforts in the future, upholding ITIL best practices. • Maintained a professional and open communication channel with clients verbally and through emails, ensuring all technical information was provided to the client in simple (non-technical) terms.• Leveraged in-depth knowledge to foster collaboration and provide coaching and mentorship to peers and colleagues. • Honed my technical skills through weekly meetings with Senior ITSOs and aided fellow CO-OPs.

Toronto

Toronto, Ontario, Canada

• Provided first contact support to OPS clients through Phones and Live Chats by utilizing specialized hardware and software tools (e.g., eSMT, AD, Azure, Intune, SDA Toolkit, Radia, & more), providing prompt and accurate troubleshooting steps and directions to effectively resolve their technical issues relating to Desktop/Laptops/Multi-Functional Devices (MFDs), Mobile devices, WLAN/LAN/WAN services, GoNet VPN services (Global Protect and Cisco), Microsoft Suite, Microsoft operating systems, Adobe Suite, Active Directory, IceBar, ON Requests, Learn ON, Service Ontario, and other ministry specific applications to clients in multiple ministries across Ontario in adherence to ITIL best practices. • Identified and reported potential major incidents to Incident Coordinator in accordance with enterprise Incident Management process, effectively mitigating potential damage.• Escalated incidents/work orders in response to client requests and/or service level agreements (SLAs).• Aided in various Microsoft Teams channels by providing significant information and resolution enabling coworkers to provide timely assistance to their clients. Also provided 1-on-1 assistance to other agents.• Assisted in identifying templates and KBAs with outdated information and alerting the support team to update them. • Updated my skills by taking part in various training seminars offered covering various topics (Mobile IT, Service Ontario, etc.)

Barrie, Ontario, Canada

Barrie, Ontario, Canada

Vadodara, Gujarat, India

Ontario College Diploma, Computer Programming/Programmer, General, A

Bachelor Of Science - Bs, Physics, 62.9

Activities and Societies: Volunteer SpaceX Exhibition. Runner Up Renaissance at UPES.