Bhagyasri Ganesh
Scarborough,ON
Summary
Dedicated and detail-oriented IT Support Analyst with 7+ years of experience in helpdesk support, incident management, and ServiceNow operations. Adept at troubleshooting technical issues, managing service requests, and ensuring seamless IT support. Strong expertise in ServiceNow, ticketing systems, and ITSM frameworks with a focus on resolving incidents efficiently and enhancing end-user experience.
Overview
8
8
years of professional experience
Work History
IT Support Analyst
The Brock Doors and Windows
09.2023 - 03.2024
- Provided first-line technical support for employees, troubleshooting hardware, software, and network issues
- Managed ServiceNow ticketing system, logging incidents, prioritizing requests, and ensuring SLA compliance
- Assisted users with password resets, VPN connectivity, email configuration, and software installations
- Collaborated with IT teams to escalate complex issues and track resolution within agreed timelines
Senior Administrative & IT Support Assistant
The Bob Rumball
02.2023 - 07.2023
- Provided technical support to employees via email, chat, and phone, resolving system access and software issues
- Maintained IT asset inventory and assisted in hardware deployment and configuration
- Managed user accounts and permissions within Active Directory and Office 365
HR Data & IT Support Specialist
Petrofac
08.2022 - 01.2023
- Administered HRIS systems (Workday, Oracle Cloud HR), assisting employees with system navigation and troubleshooting
- Provided live chat support to employees resolving technical and HR-related issues efficiently
- Conducted system audits to ensure data integrity and security compliance
Technical Support & Customer Service Coordinator
SPINCO
06.2016 - 10.2019
- Delivered real-time chat support, troubleshooting software and account-related issues
- Assisted users with account setup, payment processing, and system errors
- Monitored helpdesk tickets and escalated unresolved issues to technical teams
Education
Bachelor of Technology - Biotechnology
St. Peter’s University
Skills
- ServiceNow Administration
- Incident Management
- IT Service Desk
- Helpdesk Support
- Ticketing
- Issue Resolution
- Troubleshooting Hardware Issues
- Troubleshooting Software Issues
- Technical Support
- End-User Assistance
- SLA Compliance
- Performance Metrics
- IT Asset Management
- Configuration Management
- Process Improvement
- Documentation
- ITSM Tools
- Operating Systems
- Networking
- Cloud Collaboration
- Scripting
- Automation
- Remote Support Tools
Awards
- Best Employee of the Year
- 2021
- 2022
- PETROFAC
- University Top Ranker & Gold Medalist
Personal Information
Immigration Status: Permanent Resident
Languages
English
Full Professional
French
Elementary
Hindi
Limited Working
Malayalam
Professional Working
Telugu
Limited Working
Timeline
IT Support Analyst
The Brock Doors and Windows
09.2023 - 03.2024
Senior Administrative & IT Support Assistant
The Bob Rumball
02.2023 - 07.2023
HR Data & IT Support Specialist
Petrofac
08.2022 - 01.2023
Technical Support & Customer Service Coordinator
SPINCO
06.2016 - 10.2019
Bachelor of Technology - Biotechnology
St. Peter’s University
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