Daivik Parmar
Edmonton,AB
Summary
Experienced IT professional with over 1+ years of hands-on experience in the field. Skilled in swiftly diagnosing and resolving client issues, earning praise for clear communication with both technical and non-technical users. Recognized for adept problemsolving abilities and patience in assisting frustrated users. Proficient in IT service management (ITSM) using ticketing software like Zendesk, facilitating efficient tracking of service requests, adherence to SLAs (service level agreements), ticket prioritization, and generating insightful reports. Proficient in Microsoft Word, Excel, and PowerPoint, with knowledge of Windows/Linux/OSX operating systems, Active Directory, and Office 365. Possesses excellent verbal, written, and telephonic communication skills.
Overview
3
3
years of professional experience
Work History
Service Desk Analyst
Bee Clean Building Maintenance
Edmonton, AB
01.2023 - Current
- Offered on-site technical support to Edmonton staff and remote technical assistance to employees across five other office locations for inquiries, issues, and technical concerns related to computers
- Served as the primary point of contact for all computer-related inquiries,
ensuring timely resolution and ensuring staff satisfaction. - Recorded and monitored all user interactions within the IT Service
Management (ITSM) system to uphold precise documentation.
- Handled administrative duties and documentation upkeep for IT
operations. - Managed user accounts, mailboxes, and applications within Active
Directory (AD), which included adjusting account details, adding/removing
/enabling/disabling accounts, resetting passwords, and overseeing
permissions for network resources, applications, and software
- Addressed email-related concerns and offered assistance to staff
phones and iPads.
- Performed basic to intermediate troubleshooting on desktop computers,
laptops, mobile devices, telephones, network connections, file
permissions, storage systems, and printing devices.
Technical Support Specialist
Staples
Edmonton, AB
08.2021 - 12.2022
- Provided technical support within Microsoft environments, including Windows 7, Windows 10, and Office 2010, 2016, and deployment of Office 365 (O365) solutions
- Offered phone and chat-based assistance to numerous users, addressing
and resolving network-related issues through troubleshooting and
diagnostics.
- Executed IMAC services (Install, Move, Add, Change) for hardware and
software as per requirements.
- Conducted formatting or upgrades of MS ■ Windows Operating Systems.
Managed the setup and ongoing maintenance of user accounts, including
password management, data integrity, and file system security.
- Facilitated the setup and deployment of both new and existing
Desktops/Laptops and Printers.
- Diagnosed and resolved software-hardware problems promptly and
effectively, demonstrating clear communication and resourcefulness.
- Addressed operating system and virus-related issues through
troubleshooting and removal procedures.
- Maintained records of accomplishments for all issues and work orders in
a high-volume ticketing environment, prioritizing tasks accordingly
Education
Bachelor of Arts (B.A.) - Minors in Information Technology
Concordia University of Edmonton
05.2024
Skills
- Ticketing system
- Easytech
- Zendesk
- Microsoft Office suites
- Word
- Excel
- Outlook
- PowerPoint
- Office 365
- Remote access tools
- Team Viewer
- Anydesk
- TeamViewer
- Google Chrome
- Safari
- Firefox
- MS Edge
- IE
- Opera
- Troubleshooting
- Managing PCs
- Laptops
- Cisco telephony systems
- Printers
- Routers
- Windows 7
- Windows 10
- Windows 11
- Mac OS
- IOS
- Android
Timeline
Service Desk Analyst
Bee Clean Building Maintenance
01.2023 - Current
Technical Support Specialist
Staples
08.2021 - 12.2022
Bachelor of Arts (B.A.) - Minors in Information Technology
Concordia University of Edmonton
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