Akash Khatri
Toronto,ON
Summary
Results-driven IT professional with expertise in Operating Systems, Network and Security Fundamentals, System Administration and Troubleshooting. Proven track record in Endpoint Security, Vulnerability Assessment, and Patch Management. Exceptional skills in User Education, Active Directory Management, and Hardware/Software Troubleshooting, delivering strong customer service and communication.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Information Technology Analyst
Manulife
06.2022 - Current
- Primary onsite IT support specialist for more than 90 PIA employees, engaging with global IT teams to resolve intricate technical issues effectively
- Provided comprehensive end-user support for corporate technologies, encompassing Windows 10/11, Office 365, Outlook, Intune, Active Directory, VPN, Cisco Telephony, Wi-Fi, and collaboration tools (Teams/Zoom), with a focus on troubleshooting, teamwork and resolving hardware, software, and network connectivity issues
- Managed network configurations using TCP/IP, configured DNS
- Working knowledge of desktop imaging, MFA, VPN, ServiceNow Ticketing System, Microsoft Configuration Manager, Ivanti Management Console and Active Directory and aws devops
- Monitored and optimized AWS cloud infrastructure performance, resulting in a 40% improvement in system uptime and a 20% reduction in infrastructure costs
- Developed and maintained AWS cloud-based applications, resulting in a 25% improvement in application performance and a 15% increase in user satisfaction
- Researched and evaluated new AWS services and technologies, resulting in the adoption of a new service that improved system reliability by 30% and reduced infrastructure costs by 10%
- Implemented a matrix ticketing system to streamline and track issue resolution processes efficiently
- Managed Multi-Factor Authentication (MFA) and FortiToken/FortiVPN configurations, also used Microsoft Azure Active Directory/Microsoft Entra, for secure BitLocker key storage and utilization
- Use advanced debugging techniques to troubleshoot and resolve issues for optimal performance of critical financial applications
- Implemented basic automation solutions to streamline repetitive tasks and improve operational efficiency
- Work with cross-functional teams to express technical requirements and ensure alignment with business objectives
- Ensured compliance with service level agreements and maintained thorough documentation using Confluence, while also contributing to the organization's infrastructure
- Responsible for SSL Implementation, SNMP Monitoring, Routing Protocol Management, Release Management, React Development, Security Implementation
- Led the onboarding process for 60 business operations users, imaging, and shipping 60 laptops, creating user accounts using Active Directory, and ensuring Windows Profiles were set up for seamless VPN connections
- Company Portal Application, how to connect to Multiple screens using Docking Station
- Oversaw the device inventory, maintaining precise records and optimizing resource allocation for efficiency
- Set up meeting rooms for executives and VP's, troubleshooting to ensure seamless meetings
- Knowledge with Ethernet configurations
- Created user-friendly technical documentation: guides on setting up home computers, configuring MFA, connecting to VPN with MFA, and establishing a Work Profile through the Microsoft Intune Company Portal Application
- Repaired hardware, such as laptops' keyboards, replaced and upgraded hard disk drives, and upgraded RAM to enhance system functionality and collaboration
- Ensure efficient handling of product-related inquiries and issues, utilizing Microsoft Office tools to maintain an organized information system for effective resolution and communication
- Help in process improvement, compliance and collaboration with team for specific task
IT Analyst
HCL Technologies
04.2017 - 12.2021
- Assisted Teleperformance employees with hardware, software, and resolving technical problems
- Created, managed, and disabled user accounts, including password resets, access permissions, and security settings
- Installed and configured software applications, ensuring compatibility and adherence to company policies and licensing agreements
- Set up and maintained computer hardware, peripherals, and network equipment, ensuring proper functioning and adherence to security guidelines
- Ensure exceptional user experience by collaborating with stakeholders to define specifications and SLAs for service delivery
- Adept at scoping projects, conducting root cause analysis, and making data-driven recommendations
- Proficient in KPI metrics, deployment strategies, and implementing best practices for change management
- Keen eye for detail and a clear vision, excel in written communication, ensuring effective CRM and spam management
- Designed robust project plans that prioritize risk management
- Provided regular updates on project status, ensuring transparency and alignment with stakeholder expectations.
Education
Information technology Project Management -
Canadore College
Mississauga, Ontario01.2023
Bachelor of Technology in Computer Science Engineering - undefined
Chandigarh group of colleges
01.2016
Skills
- Software Used
- Operating Systems Knowledge
- Network Fundamentals
- Security Fundamentals
- System Administration
- Patch Management and System Updates
- User Education and Awareness
- Hardware Troubleshooting
- Network Connectivity Setup and Troubleshooting
- User Account Management and Password Resets
- Virus and Malware Detection and Removal
- Data Backup and Recovery
- Remote Desktop Support
- Scripting
- Hardware and Software Inventory Management
- Mobile Device Support
- Virtualization Technologies
- Ticketing Systems
- Change Management
- Troubleshooting and diagnostics
- Virtualization
- Cloud Computing
- IT risk management
Certification
- Android Language certification from Aptech institute, India
- Java Language certification from ISG Group of Institutions, India
Timeline
Information Technology Analyst
Manulife
06.2022 - Current
IT Analyst
HCL Technologies
04.2017 - 12.2021
Bachelor of Technology in Computer Science Engineering - undefined
Chandigarh group of colleges
- Android Language certification from Aptech institute, India
- Java Language certification from ISG Group of Institutions, India
Information technology Project Management -
Canadore College
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