Ankit Siwakoti
Ottawa,ON
Summary
Self-motivated Computer Systems Technician – Networking graduate with hands-on experience in hardware and software troubleshooting, user support, and network administration. Experience in Windows and Linux, ServiceNow ticketing, and ITIL-based service management. Able to resolve problems immediately, document solutions clearly, and provide great customer support in both the office and production. Seeking an opportunity within a forward-thinking IT team as an IT Support Technician.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service
Tim Hortons
02.2024 - Current
- Delivered efficient service to 200+ customers/day in a high-pressure environment, increasing customer satisfaction scores by 40%
- Handled 100% accurate cash and digital transactions through POS systems
- Ensure stock accuracy and availability by managing inventory and coordinating with deliveries
- Collaborated with team members to improve workflow, reducing order wait time by 20%
- Supervised and trained 5+ new team members, helping reach full productivity within 4 weeks, enhancing team efficiency and shift coverage
- Communicating effectively and staying calm under pressure to handle any situation smoothly and maintain excellent service.
Junior IT Assistant
Hotel Taj
01.2022 - 10.2023
- Maintained security systems (alarms, CCTV), achieving 100% system uptime through weekly checks
- Configured 15+ PCs with Windows domain credentials, reducing setup time by 20% through process optimization
- Monitored and resolved performance issues, achieving a daily resolution success rate of 100%
- Provided end-user support for hardware/software issues, including troubleshooting Microsoft Office, antivirus, and connectivity problems
Education
Computer Systems Technician - Networking Diploma -
Algonquin College
Ottawa, ON08.2025
Skills
- Technical Support: Hardware/software diagnosis, imaging, printer installation, VOIP configuration, and remote desktop solutions
- Systems administration: Windows Server (AD, DNS, DHCP), RHEL, User/group management
- Networking: VLAN, OSPF, ACL configuration; IPv4/IPv6 configuration and LAN/WLAN connectivity troubleshooting
- Service/Support Management: Knowledge of ITIL processes, ServiceNow, incident, and change management
- Software tools: Microsoft 365 Suite, VMware, Cisco Packet Tracer, Wireshark, Zabbix, Veeam, and Oracle VirtualBox
- Security & Compliance: Patching, Endpoint Protection, and following company safety and data security protocols
- Customer service representation
LANGUAGES
English: Proficient
Full Professional
Nepali: Proficient
Native or Bilingual
Hindi: Proficient
Native or Bilingual
Certification
- Google IT Support (In Progress)
- CompTIA Network+ (Knowledge Equivalent / Planned)
IT Support Shadowing (College Program)
- Algonquin College | Ottawa, ON | Sept 2024 – Dec 2024
- Observed and assisted IT support staff with troubleshooting hardware/software issues for students
- Learned ticketing workflow using ServiceNow, including incident creation, escalation, and resolution
- Assisted in configuring user accounts, network access, and peripheral devices
- Documented solutions and common issues to contribute to the IT knowledge base
Timeline
Customer Service
Tim Hortons
02.2024 - Current
Junior IT Assistant
Hotel Taj
01.2022 - 10.2023
Computer Systems Technician - Networking Diploma -
Algonquin College
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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