ABHIJIT KANKANALA
Guelph,ON
Summary
Results-driven IT Support Specialist with 4+ years of experience providing end-to-end technical support across enterprise desktops, servers, and networks. Proven ability to perform under pressure, rapidly diagnose issues, and restore operations in high-demand settings. Trusted by users and teams for calm, analytical problem-solving and an unwavering commitment to client satisfaction and uptime.
Overview
10
10
years of professional experience
Work History
Independent Trader
Self-Employed Business
01.2021 - 01.2025
- Operated a full-time trading business executing 10-15 trades weekly across global markets, requiring real-time system reliability and precision under high stress.
- Built and optimized multi-monitor trading workstations and custom network setups to achieve less than 1 ms latency and 99% uptime.
- Developed and maintained automated journaling tools using Excel, APIs, and scripts to track price data and performance metrics.
- Strengthened high-pressure decision-making skills through continuous high-stakes operations, adapting rapidly to changing market and system conditions.
Technical Support Analyst
Questrade Inc
01.2019 - 01.2021
- Provided support with desktop, network, and internal applications to teams and clients with 90%+ satisfaction rate.
- Assisted with system setups, software deployment, and troubleshooting of proprietary financial platform for 1000+ unique clients.
- Collaborated with Level 2 & 3 IT teams to improve ticket resolution time and client satisfaction.
Programmer Analyst
Cognizant
01.2015 - 01.2017
- Delivered Tier 1 and Tier 2 technical support to 150+ overseas users across healthcare enterprise platforms, resolving 20–30 tickets daily via remote tools and phone.
- Diagnosed and resolved hardware, software, and connectivity issues, consistently meeting or exceeding 95% SLA compliance.
- Created detailed incident logs and knowledge-base entries, reducing repeat issues by 15% within the first six months.
Education
Master of Engineering (M.Eng) - Innovation & Entrepreneurship
Toronto Metropolitan University
Toronto, ON01.2019
Bachelor of Technology (B.Tech) - Electronics & Communication Engineering
SRM University
India01.2015
Skills
- CompTIA A (In Progress)
- Windows 10/11
- TCP
- DNS
- DHCP
- WAN
- Microsoft 365
- Active Directory
- ERP
- ServiceNow
- SCCM
- SAP
- VPN
- Salesforce
- VMWare
- TeamViewer
- Anti-Virus
- Router
- Firewall
- Data Analysis
Accomplishments
- Maintained System Stability: Achieved 95% system uptime across 4 years in IT
- Improved Client Satisfaction: Increased client satisfaction by 40% in two years.
- Managed Client Support: Assisted 1000+ clients with platform issues.
Languages
English Proficient
Full Professional
Timeline
Independent Trader
Self-Employed Business
01.2021 - 01.2025
Technical Support Analyst
Questrade Inc
01.2019 - 01.2021
Programmer Analyst
Cognizant
01.2015 - 01.2017
Bachelor of Technology (B.Tech) - Electronics & Communication Engineering
SRM University
Master of Engineering (M.Eng) - Innovation & Entrepreneurship
Toronto Metropolitan University