Abhishek Pradhan
Toronto,Canada
Summary
Dedicated and detail-oriented IT professional with experience in application support and testing, seeking a challenging role to provide expertise in resolving application issues, supporting system enhancements, and ensuring smooth operations. Committed to delivering high-quality customer service while maintaining a strong knowledge of IT service desk operations and identity access management solutions.
Overview
4
4
years of professional experience
Work History
Access Analyst
Liberty Utilities
Oakville, ON
11.2022 - Current
- Managed and resolved application support tickets promptly, ensuring adherence to SLA requirements and customer satisfaction
- Provided application support and troubleshooting for assigned systems, collaborating with internal and external support providers to resolve issues and enhance system performance
- Conducted root cause analysis for application errors, executing necessary changes and corrections as directed by vendors and senior analysts
- Assisted in the development and implementation of IT policies and procedures to improve operational efficiency
- Created and maintained documentation for standard operating procedures (SOPs) related to application support and troubleshooting
- Monitored ticket queues to ensure timely responses and escalations as necessary
- Collaborated with cross-functional teams to identify and implement system enhancements
Access Control Analyst
CIBC
Toronto, ON
06.2022 - 11.2022
- Documented technical issues clearly for users and stakeholders to facilitate better communication
- Developed reports on access request trends to identify areas for security improvements
- Assisted in creating user training materials to improve understanding of access policies
- Evaluated access control policies and procedures to ensure compliance with organizational security standards.
- Identified areas of improvement in the existing access control systems and developed strategies to address those issues.
- Conducted regular audits on data access rights to ensure that users only have access to information relevant to their roles.
Service Desk Analyst
Royal Bank of Canada
Halifax, NS
01.2021 - 06.2022
- Assisted users with VPN configuration and email setup for remote access, ensuring a seamless user experience
- Provided first-level support for hardware and software issues, maintaining a high level of customer satisfaction
- Collaborated with clients and vendors for timely acquisition of replacement parts, minimizing downtime
- Analyzed service desk metrics to propose process improvements, resulting in reduced ticket resolution times
- Engaged in proactive communication with users to keep them informed of service outages and resolutions
Education
Computer System Technician - Network Systems
Mohawk College
Hamilton, ONSkills
- 3 years of experience in ServiceNow and system administration, including hands-on troubleshooting and support for Discovery CMDB modules and Active Directory
- MS Office, OneDrive, 365 Enterprise Suite, Windows OS (11/10/8/7/XP), Linux, VMware, PowerShell scripting
- Skilled in User Access Control Management via Active Directory and Azure Active Directory
- Experience with CISCO VOIP Admin (CUCM, Cisco Unity) and networking systems (DNS, WINS)
- Proven problem-solving abilities, adept at conducting root-cause analysis and identifying trends to mitigate issues
- Strong customer service orientation with excellent verbal and written communication skills
- Familiar with SOX compliance, access control, and risk management principles
- Certified ServiceNow System Administrator (in progress), ITIL Foundation certified (in progress)
Timeline
Access Analyst
Liberty Utilities
11.2022 - Current
Access Control Analyst
CIBC
06.2022 - 11.2022
Service Desk Analyst
Royal Bank of Canada
01.2021 - 06.2022
Computer System Technician - Network Systems
Mohawk College
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