ADITYA VERMA
Etobicoke,ON
Summary
M365 Certified Professional, team player and Detail-oriented professional with strong communication skills with 4+ years of experience in IT engineering, application/product management and support. Troubleshoots highly technical, complex issues with ease and patience to achieve excellence in business and customer service. Familiar with and upcoming technologies including Web3, IOT, Dynamic 365, Power Apps
Overview
9
9
years of professional experience
Work History
Software Applications Support & Trainer
The Salvation Army
12.2023 - Current
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
- Support and train non technical and technical employees/clients in various Office 365 applications
- Resolve technical issues for other users: identify the causes, support the client remotely.
- Stay updated with the latest developments and advancements in Azure technologies, participating in relevant training programs, workshops, and industry events.
M365 Business Technical Advisor
Sherweb
03.2022 - 03.2023
- Manage, support and provide technical expertise for all Office 365 including Exchange Online, Teams, OneDrive, SharePoint, Azure Active Directory, Office Web Apps, Stream, Power BI, Power Apps, MS Forms, Project Online, Security and Compliance, Data Migrations, etc.
- Provide business consultation for M365 according to number of users, usage and needs.
- Learned and adapted quickly to new technology and software applications.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Provided professional services and support in a dynamic work environment.
- Maintained a good NPS score and customer satisfaction.
IT Specialist
Cogeco Inc.
03.2021 - 02.2022
- Handled network queries and provided technical support to other Specialists and to customers of Ontario related to latest technologies- wireless technologies including networks, applications and mobile devices.
- Worked with teams to test and manage working roll out of M365 ecosystem.
- Conduct surveys and/or assessments to help determine how and where training needs to be extended within the organization
- Resolved 95% of the tickets without escalating them and maintained NPS of 90+.
Senior IT Support Engineer
OpenTap
12.2017 - 02.2019
- Achieved a satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided Tier 2 and Tier 3 technical and system support.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Managed and maintained SQL database for multiple branches.
- Manage data, perform installations and data backups.
Project Engineer
Wipro Ltd
06.2015 - 02.2017
- Handled various applications for Aircel LTE Network, India.
- Conduct research into computer-based training products and services in support of development and purchasing efforts
- Escalate tickets, Provide end user technical support for internet, email, VoIP services and a variety of issues not limited to Aircel Services.
- Responsible for testing, monitoring and managing the network IT infrastructure issues for the same.
- Responsible for the Deployment of new Scripts in the Production Servers without any error.
- Developed Shell Scripts for invoking SQL scripts and scheduled them using crontab.
Education
Diploma - Web And Graphic Design
Humber College
Toronto04.2021
Post Graduate Certificate - Wireless Telecommunications
Humber College
Toronto04.2020
Bachelors of Technology Degree - Computer Science
Amity University
India04.2015
Skills
- M365 Certified
- 4 years of experiencein IT and Product Support
- G License with clear abstract
- OS : Microsoft Windows, Linux Distribution Systems, Mac OS X, iOS, Android
- Applications/Tools : Microsoft office 365 (Dynamic 365, Azure, SharePoint, OneDrive, Teams, Excel, Word), Power Apps, Powershell, SQL Server Database, VMWARE, Zendesk Ticketing System, Pivot Tables, VLookUp, Asterisk, SIP, Amazon Web services(AWS), Finacle, Putty
- Skills : TCP/IP, SQL VoIP, CISCO Hardware and management tool, Routers(Port Forwarding), switches, Experienced in designing WAN, LAN, Wireless Access Points
- Outstanding Technical knowledge and quick learner
Additional Information
- Designed Home Automation System Using IOT- Raspberry Pi Model B, HTML/CSS, Python, MySQL, Debian OS.
- Part of Helium Mining Network to form a global wireless network to provide internet through IOT device "Helium".
Timeline
Software Applications Support & Trainer
The Salvation Army
12.2023 - Current
M365 Business Technical Advisor
Sherweb
03.2022 - 03.2023
IT Specialist
Cogeco Inc.
03.2021 - 02.2022
Senior IT Support Engineer
OpenTap
12.2017 - 02.2019
Project Engineer
Wipro Ltd
06.2015 - 02.2017
Diploma - Web And Graphic Design
Humber College
Post Graduate Certificate - Wireless Telecommunications
Humber College
Bachelors of Technology Degree - Computer Science
Amity University
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