Aakash Christian
Experienced IT Professional
London,ON
Summary
Skilled IT professional with a background in systems administration, maintenance and end-user training. Accomplished in designing solutions to achieve software compatibility and streamline system upgrades and installations. Talented in administering and maintaining complex avionics systems, including Microsoft operating systems, servers and specialized logistics software. Seeking to leverage comprehensive IT experience to take the next career step in systems administration with a respected organization that values hard work, strategic thinking and results.
Overview
7
7
years of professional experience
Work History
Information Technology Helpdesk
Compassion Canada
London, Ontario
12.2024 - Current
- Install, configure, test, maintain, monitor, and troubleshoot end-user computers and related hardware, software, and applications.
- Perform on-site analysis, diagnosis, and resolution of computer problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
- Help manage communications (email, IM, VPN etc.) and connection solutions including local area networks, wide area networks, on-premises, and cloud applications.
- Manage end-user accounts, permissions, access rights, and storage allocations
- Provide systems back-end level resolutions to internal client issues.
- Receive and respond to incoming Helpdesk calls, pages, chats, and/or emails regarding end-user equipment problems. This includes, but is not limited to, desktops, laptops, mobile devices, printers, projectors, and telephones.
- Ensure network security at the end-user level is properly configured and maintained.
- Create and/or maintain documentation related to hardware/software/application installation, maintenance, upgrades, and troubleshooting.
IT Systems Administrator
Bensimon Byrne
Toronto, ON
06.2019 - 12.2024
- Participated in IT department meetings to identify continuous improvement opportunities and enhance delivery of IT services to users.
- Provided appropriate permissions to users for accessing files and databases.
- Managing the On boarding and off boarding for new employees using Active Directory
- Trained and directed users on correct use of software and hardware within systems.
- Installed firewalls and antivirus software to improve cybersecurity.
- Created online documentation to help employees resolve day-to-day issues.
- Implement policies, procedures and best practices to safeguard and protect data, reports and access.
- Implemented inventory control measures to replenish and maintain IT equipment, supplies, tools and replacement parts.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
- Diagnosed, troubleshot and resolved hardware and system problems.
- Conferred with network users about solutions to existing system problems.
- Consulted users to determine areas in need of improvement.
- Increased team productivity and automated repetitive tasks with PowerShell and Shell Script via JAMF Pro
- Deployed Mac & IOS Devices using JAMF Pro & initiated the project to implement JAMF Connect
- Hands-On experience working and resolving issues with Window OS as well.
- Managed backup, user account and helpdesk systems.
- Met with stakeholders to collaborate and resolve problems.
- Met with users, vendors and technicians to determine computing requirements & directed daily assignments and process workflows.
- Evaluated organization's technology to recommend upgrades for hardware and software.
Senior Technical Support Specialist (MacOS)
Concentrix
Hamilton, ON
12.2017 - 06.2019
- Developed and managed third-tier resolution process to resolve issues originating from customer retention team.
- Troubleshoot Software issues for IOS, MAC and Windows Platform which includes Setting up and Re-Install OS.
- Hard Disk & Recovery issues.
- Account Issues and Mail Issues.
- Troubleshoot Wi-fi and Pinter Issues as well.
- Diagnose end user problems using systematic listening and probing approach.
- Perform outbound follow up on existing cases as appropriate.
- Initiates dispatch procedure for hardware pickup/shipping as appropriate for product line.
- Understand the needs of customer and narrow the issue to understand the root cause of it.
- Login cases with each step and all details of call and resolve them with timely manner.
- Escalate call when required.
- Communicate with Engineers to further investigate the Issue in device.
- Justify and make decisions to resolve the issue and help customer at its best.
- Be professional on call and help customer will all ability.
- Maintain the quality and Standards of Company.
- Configured hardware, devices and software to set up new workstations for Customers
- Engaged end users and answered questions via email and phone
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Created support documentation that empowered and enabled user community to extend skills, leverage system
features and find resolutions to questions without intervention from support team. - Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Evaluated and resolved MAC & IOS technical problems for end users efficiently to minimize downtime.
- Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Enthusiastically participated in job-related training to enhance skills and extend expertise in MAC & IOS
technology. - Responded to support requests from end users and patiently walked individuals through basic & complex troubleshooting
tasks.
Education
Software Engineering Technician
Centennial College of Applied Arts And Technology
Scarborough, ON04.2017
Information Technology
Gujarat Technological University
India 06.2014
Skills
- Troubleshooting and Maintenance
- System upgrades
- Server and System Administration
- Performance analysis
- Microsoft Office Suite
- Diagnosing issues
- New program installations
- Specifications understanding
- System updates
- Infrastructure updates
- Data management
- Jamf Pro & Jamf Connect Administration
- Microsoft Azure Administrator
- Microsoft Intune
- Active Directory & SharePoint
- Planning & organizing
- Team management
- Troubleshooting
- Critical thinking
Timeline
Information Technology Helpdesk
Compassion Canada
12.2024 - Current
IT Systems Administrator
Bensimon Byrne
06.2019 - 12.2024
Senior Technical Support Specialist (MacOS)
Concentrix
12.2017 - 06.2019
Software Engineering Technician
Centennial College of Applied Arts And Technology
Information Technology
Gujarat Technological University