Sunny Pasricha Email & Phone Number

Kingston, On, Ca

Kingston, Ontario, Canada

• Administer and maintain client network environments, including Active Directory user management and group policy implementation.• Established efficient coordination and communication strategies, leading to a noteworthy 20% reduction in incident resolution time within the team.• Conduct hardware and software installations and upgrades, ensuring compatibility and adherence to best practices.• Spearheaded the implementation of service desk processes and procedures, and worked as an escalation point, resulting in a 40% decrease in average resolution time and a 23% increase in customer satisfaction scores.• Implemented and enforced IT security policies to safeguard client systems and data using tools like SpamTitan, Datto SaaS Protection, and PII training.• Demonstrated expertise in coordinating clients across diverse industries, including law firms, townships, insurance, accounting, retail, and healthcare.• Maintained an outstanding average rating of 4.98 out of 5, as evidenced by over 400 surveys.• Proficient in network technologies such as TCP/IP, DNS, DHCP, and VPN, and well-acquainted with firewalls, including SonicWall, Sophos, and Ubiquiti.• Drove continuous process improvements achieving 100% adherence to SLAs and reducing service desk ticket backlog by 37% through process optimization and workflow automation.• Played an active role in onboarding clients, ensuring seamless integration, and facilitating smooth transitions for new clients.

• Conducted system monitoring and maintenance to identify and address potential issues before impacting clients.• Designed a data-driven approach to allocate helpdesk and NOC calls and tickets, resulting in a 22% reduction in overall ticket volume.• Streamlined service desk operations by implementing automation tools, reducing manual tasks by 25% using PSA and scripting.• Managed and prioritized tickets using ticketing systems, ensuring timely resolution, and documenting solutions for the knowledge base.• Diagnosed and resolved issues on Windows desktops and laptops including issues with printers, file shares, security, network configurations, and installing and supporting software.• Orchestrated robust backup strategies and executed regular backup procedures, safeguarding critical data, and ensuring rapid recovery during system failures.• Identified and resolved bottlenecks in the ticketing workflow, resulting in a 23% increase in ticket closure rate and a 15% improvement in team productivity.

Brockville, Ontario, Canada

• Skilled at guiding end users through troubleshooting processes and providing excellent IT support via email, calls, and texts.• Experienced with Windows 7/10/11 and Linux OS, networking (switches, routers, firewalls), and wireless configurations.• Proficient in Professional Services Automation (PSA) platforms such as ConnectWise, Syncro, Autotask, and Halo, as well as Remote Monitoring and Management (RMM) tools including Datto and Ninja.• Specialized knowledge in antivirus and EDR (Endpoint Detection and Response) solutions, including proficiency with Sophos and Webroot.• Facilitated Microsoft Office applications issues including Teams, Excel, SharePoint Online, OneDrive, and Outlook.

Kingston, Ontario

• Demonstrated leadership as a Tim Hortons Team Lead, overseeing daily operations, coordinating staff schedules, and ensuring a smooth workflow.• Strong organizational and multitasking abilities, managing simultaneous tasks and prioritizing responsibilities to meet operational goals.• Cultivated enduring customer relationships through transparent and impactful communication practices.• Investigated customer complaints, identifying underlying causes, and offering suitable resolutions.• Nurtured trust and rapport by actively listening to customer concerns and promptly addressing them.