Akshar Chauhan
Ottawa
Summary
Skilled IT professional with over 5 years of experience providing comprehensive IT support and delivering exceptional service across various IT infrastructure domains. Adept at managing IT service management (ITSM) processes, technical investigations, and incident resolution. Known for collaborating with cross-functional teams, problem-solving under pressure, and ensuring smooth operations in shift-based and virtual work environments. Demonstrated ability to quickly adapt to new systems and troubleshoot complex IT issues.
Overview
7
7
years of professional experience
Work History
Technical Client Support Analyst - 02
Canadian Blood Services
03.2022 - Current
- Deliver exceptional IT support by troubleshooting and resolving complex system issues across departments.
- Proficiently manage ITSM processes, ensuring quick incident resolution and reducing system downtime.
- Perform morning system checks across servers and systems, proactively identifying issues before they impact operations.
- Provision and configure end-user devices such as laptops, desktops, and mobile devices, enhancing workflow efficiency.
- Contribute to knowledge management by creating user guides and documentation, improving the team’s issue resolution capabilities.
IT Provisioning Analyst
Canadian Blood Services
10.2021 - 03.2022
- Handle account provisioning/de-provisioning and IT equipment management, ensuring streamlined operations.
- Support VIP service requests, delivering custom IT solutions for high-level executives, ensuring minimal disruption.
- Manage inventory, ensuring accurate records for hardware and software deployment, and performing timely IT asset disposal.
- Facilitated effective communication among stakeholders by organizing regular meetings and status updates on ongoing projects or initiatives.
Technical Support Engineer
Nova Networks Inc
05.2018 - 10.2021
- Resolved incidents within SLAs, ensuring efficient system recovery and minimizing downtime.
- Configured user accounts and email setups in Exchange Server, providing support for users across diverse platforms.
- Conducted remote troubleshooting of network issues, virus infections, and system crashes, ensuring minimal disruption.
- Played a key role in training staff and developing documentation to support effective use of educational technologies.
- Acted as a primary point of contact for incident resolution, providing timely, remote technical support via phone and CRM.
- Collaborated with vendors to optimize system configurations, ensuring systems were aligned with best practices.
- Escalated complex issues, ensuring they were resolved at the highest level, contributing to a significant reduction in recurring incidents.
Education
Computer Engineering Technology - Computer Seience
Algonquin College
Ottawa, ON01-2019
Skills
- ITSM Tools: ServiceNow, CRM, ITIL (if applicable)
- Networking: EIGRP, OSPF, VLANs, VPN, IP Routing
- Programming: Python, Java, HTML, CSS, JavaScript
- Operating Systems: Windows Server, Linux (Fedora, CentOS), macOS
- Virtualization: VMware, VirtualBox
- Security: Familiar with security protocols, network security practices, and data protection
- Staff education and training
- Teamwork and collaboration
- Time management
- Multitasking Abilities
- Excellent communication
- Organizational skills
Accomplishments
- Customer Survey Results (90% baseline):
Average Rating: 96.88%
Key Periods: August (95%), September (N/A), October (98.75%). - Ticket Backlog:
No Active Incidents >5 days: 0.27 incidents (average for the year)
Active SRs >15 Days: 0 incidents. - Training & Growth:
100% Completion Rate in Training. - Ticket Quality (90% target):
Average: 91.92% (highest in May - 100%).
Languages
English
Full Professional
French
Elementary
Linkedin Certifications Cousers for IT Management and Troubleshooting.
Linkedin Certifications Cousers for IT Management and Troubleshooting.
Interests
- Yoga
- Volunteering
- Gym Workouts
- Sports
Timeline
Technical Client Support Analyst - 02
Canadian Blood Services
03.2022 - Current
IT Provisioning Analyst
Canadian Blood Services
10.2021 - 03.2022
Technical Support Engineer
Nova Networks Inc
05.2018 - 10.2021
Computer Engineering Technology - Computer Seience
Algonquin College
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