Proficient in operating systems: Windows, Linux, Unix, and macOS
ANUJ JETHVA
Welland,ON
Summary
Seasoned troubleshooter with extensive expertise in resolving computer hardware and software issues within customer-focused environments. Proficient in standard operating systems, networking protocols, and technical support procedures. Demonstrates advanced proficiency in identifying and resolving intricate technical problems.
Overview
3
3
years of professional experience
Work History
IT Support Specialist
Buyer's Markets
12.2024 - 01.2025
- Installed and set up more than 50 operating systems and applications on company-owned hardware.
- Configured hardware, devices, and software to create workstations for over 40 employees.
- Diagnosed and troubleshot over 100+ problems regarding hardware, software, and networks per month, many with minimal down times.
- Installed, configured, and maintained over 75 computer systems and more than 20 network connections in the agency, ensuring optimum performance.
- Designed and managed over 100+ accounts and permissions, enhancing user security and access.
- Researched and identified solutions to technical problems, achieving a 95% issue resolution rate within the first attempt.
- Removed malware, ransomware, and other threats from 50+ laptops and desktops, safeguarding company data.
- Tested 10+ new software and hardware products prior to deployment, ensuring compatibility and reliability.
- Helped streamline repair processes, reducing average repair time by 20% and updating procedures for support action consistency.
IT SPECIALIST
CHANNEL CONTROL MERCHANTS
06.2023 - 12.2024
- Administered and maintained a network of 100+ computers and 10+ servers, ensuring 99.9% uptime and optimal performance.
- Provided technical support to 50+ warehouse employees, resolving hardware and software issues promptly and minimizing workflow interruptions.
- Implemented security protocols and conducted regular system updates, reducing cyber threat incidents by 30%.
- Managed data backups and disaster recovery procedures, ensuring 100% data integrity and availability during critical incidents.
- Collaborated with cross-functional teams to implement IT projects and upgrades, including a Firewall and Switch upgrade project impacting 5+ locations.
- Conducted monthly training sessions for employees on IT best practices and security awareness, improving adherence to security protocols by 25%.
- Developed and executed comprehensive data backup and disaster recovery plans, ensuring timely data restoration with zero data loss incidents.
- Provided remote technical support for 20+ off-site employees and remote offices, ensuring seamless operations.
- Collaborated with 5+ third-party vendors and service providers to maintain IT infrastructure.
- Implemented and enforced IT security policies and procedures, improving compliance rates by 20%.
- Tracked and managed IT assets, including 100+ hardware components and 50+ software licenses, ensuring compliance with software licensing agreements.
Technical Support Representative
Gatestone & Co
04.2022 - 06.2023
- Provide remote assistance to over 100 customers each week in not getting various technical issues they are experiencing resolved and walked through step-by-step solutions with patience and professionalism.
- Managed to increase customer satisfaction by garnering a rating of 95% or greater with regard to technical support on diverse issues such as software or hardware-related.
- Solved technically tough issues with enhanced user experiences and improved first-call resolution by 20%.
- Demonstrated expertise on more than 10 company products, maintaining a high degree of accuracy regarding information provided to the customer.
- Utilized ticketing systems to manage and process more than 500 support actions and requests monthly for efficient tracking and resolution.
- Handled high call flow volume: 50+ technical support needs responded to daily while maintaining a high degree of service.
- Escalated more than 10 high-priority cases weekly, putting much effort into achieving optimum response times in critical situations that required advanced attention and/or expertise.
- Contributed to internal process streamlining: reduced waiting time of calls by 15%, enhancement of overall efficiency.
Education
Post-Graduate Certificate - Information And Communication Technology
Conestoga College Institute of Technology And Advanced Learning
Kitchener, None04-2022
Bachelor of Science - Computer Engineering
SAL COLLEGE OF ENGINEERING
AHMEDABAD, GUJARAT, INDIA08-2020
Skills
- Technical troubleshooting
- Technical support
- Microsoft outlook
- Software installation
- Remote support
- Ticket management
- Network diagnostics
- Issue troubleshooting
- Customer service
- Software diagnosis
- Application installations
- Desktop support
Software
Experienced with remote support tools and platforms for resolving end-user issues effectively
Skilled in diagnosing and resolving issues related to office productivity software, printers, and peripherals
Knowledgeable in networking configurations, including routers, switches, VPNs, and basic TCP/IP troubleshooting
Familiar with ticketing systems and IT service management tools for tracking and resolving user queries
Hands-on experience with software installation, updates, and maintenance across diverse environments
Adept in IT security tools and protocols, including firewalls and basic vulnerability assessments
Strong data analysis skills using tools like Excel, Power BI, and Tableau for performance tracking
Timeline
IT Support Specialist
Buyer's Markets
12.2024 - 01.2025
IT SPECIALIST
CHANNEL CONTROL MERCHANTS
06.2023 - 12.2024
Technical Support Representative
Gatestone & Co
04.2022 - 06.2023
Post-Graduate Certificate - Information And Communication Technology
Conestoga College Institute of Technology And Advanced Learning
Bachelor of Science - Computer Engineering
SAL COLLEGE OF ENGINEERING
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