Akshit Gupta
Summary
IT Service Desk Analyst with three years of experience providing support for IT systems and applications. Skilled in troubleshooting, problem-solving, and communication with end-users. Experienced in utilizing ticketing and remote support systems to provide timely resolutions to issues.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Infrastructure and Desktop Support Services
Bayshore Healthcare
06.2022 - 03.2024
- Experienced with IT Infrastructure and Desktop Support Services
- Responsible for the ongoing operation, administration, and support of computer systems, desktop software, and enterprise applications across your assigned regional branches
- Followed documentation for technical procedures, policies and standard processes related to IT Operations.
- Configured and supported mobile devices (iOS, Android, Windows Mobile).
- They manage security privileges for users, reset passwords, and participate in the development/review of division security processes.
- Provided support for policy deployment (configuration and compliance) to company-owned and user-owned mobile devices.
- Managed and monitored the SCCM environment to ensure optimal performance.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Acted as the main point of contact for all escalations of IT issues across the regional branches and resolve in a timely manner
- Strong Knowledge on Service Now ticketing system.
Helpdesk Support Specialist
NTT
12.2021 - 05.2022
- Helped users via telephone to diagnose and triage problems.
- Answered user inquiries regarding computer software or hardware operation to resolve problems.
- Diagnosed and resolved faults based on technical knowledge and use of pre-scripted repair trees.
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling
- Deleting and moving assets in the active directory OU according to the company requirement.
- Diagnosed and resolved technical hardware and software issues.
- Configured hardware and granted system permissions to new employees.
- Managed and updated company's servers, improving server efficiency
- Implemented and managed virtual private networks (VPNs).
Laptop and Network Technician
Alta E Solutions
09.2021 - 11.2021
- Installed and supported hardware and software, including desktops, servers and printers
- Worked closely with end users to solve problems related to hardware and software
- Monitored system upgrades, patches, service packs, hot fixes and new configurations
- Managed, troubleshot, backed up and restored data, operating systems, files, documents and drivers to provide comprehensive systems management and support
- Identified hardware issues caused by component failures using approved diagnostic tools
- Disassembled computer systems to troubleshoot and resolve hardware issues
- Removed malware and viruses from laptops and desktop systems using specialized software
- Installed wiring, cabling and devices to establish, repair and improve network operations.
Laptop Repair Technician
Advanced Skyline Tech
07.2020 - 08.2021
- Serviced and repaired equipment according to manufacturer guidelines
- Assessed and identified issues and quickly resolved to restore functionality
- Installed new systems and components according to service orders and manufacturer instructions
- Inspect, test, adjust and evaluate of incoming computer hardware and electronic components and assemblies to ensure conformance with product specifications and tolerance
- Offered repair or service options to help customers make decisions
- Operated diverse range of mechanical and manual servicing equipment
- Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness
- Installed and managed connected hardware and application components to assure nonstop environment operations
- Configured and managed cisco routers, cisco security appliances and cisco switches.
Education
Computer Systems Technician And Networking -
Centennial College of Applied Arts And Technology
Scarborough, ON04.2020
Skills
- Helpdesk administration
- Network configuration
- Computer systems installation
- Diagnostics expertise
- Printer Setup and Troubleshooting
- Active Directory Management
- Exchange on Premises 2019
- Citrix Workspace
- expertise is Five9
- PowerShell
- Azure Administration
Certification
- Cisco Certified Network Associate (CCNA)
- CompTIA A+
- AZ-900
- Microsoft 365 Certified
- MD-102
Languages
English
Full Professional
Timeline
IT Infrastructure and Desktop Support Services
Bayshore Healthcare
06.2022 - 03.2024
Helpdesk Support Specialist
NTT
12.2021 - 05.2022
Laptop and Network Technician
Alta E Solutions
09.2021 - 11.2021
Laptop Repair Technician
Advanced Skyline Tech
07.2020 - 08.2021
Computer Systems Technician And Networking -
Centennial College of Applied Arts And Technology
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