Summary
Overview
Work History
Education
Skills
Timeline
Generic
Daivik Parmar

Daivik Parmar

Edmonton,AB

Summary

Experienced Software Support Analyst with a robust background at Vocantas, adept in Postman API testing and SQL server management. Demonstrates exceptional problem-solving skills and a proven track record of enhancing client satisfaction through seamless software integration and technical support. Excelled in team collaboration and client communication, significantly improving system efficiency and user experience.

Overview

3
3
years of professional experience

Work History

Software Support Analyst

Vocantas
Remote, AB
07.2024 - Current
  • Delivered post-sale technical support for Vocantas software, addressing client access issues and optimizing database traffic management to ensure operational efficiency.
  • Conducted in-depth diagnostics of client web and IVR servers, identifying performance bottlenecks and implementing solutions to enhance system stability and reliability.
  • Managed client offboarding processes at contract conclusion, and executed seamless upgrades to the latest ASF versions, ensuring minimal disruption.
  • Provided expertise in integrating Vocantas with client workforce management systems, troubleshooting and resolving integration issues to streamline operations.
  • Performed API connectivity validation using Postman, ensuring robust communication between Vocantas and workforce management platforms.
  • Demonstrated proficiency in VMware and VBVoice IVR management, alongside executing complex SQL queries and overseeing proxy server administration for optimal system performance.

Service Desk Analyst

Bee Clean Building Maintenance
Edmonton, Alberta
01.2023 - 06.2024
  • Delivered on-site technical support to Edmonton staff and remote assistance to employees across five office locations, addressing technical inquiries and resolving complex computer-related issues.
  • Served as the primary liaison for all computer and networking-related inquiries, ensuring efficient resolution and optimizing user satisfaction.
  • Utilized the IT Service Management (ITSM) system to meticulously document and monitor all user interactions, ensuring comprehensive and accurate records.
  • Oversaw administrative functions and documentation management for IT operations, ensuring the seamless execution of support processes.
  • Administered user accounts, mailboxes, and access permissions within Active Directory (AD), including account modifications, password resets, and permissions management, while troubleshooting hardware, email, and network connectivity issues.

Technical Support Specialist

Staples Canada
Edmonton, Alberta
09.2021 - 01.2023
  • Delivered expert technical support within Microsoft environments, including Windows 7, Windows 10, Office 2010, 2016, and the deployment of Office 365 (O365) solutions, ensuring optimal system functionality.
  • Provided phone and chat-based assistance to users, leveraging advanced troubleshooting and diagnostic techniques to resolve complex network-related issues efficiently.
  • Executed IMAC (Install, Move, Add, Change) services for hardware and software, ensuring seamless system upgrades and hardware configurations in line with organizational requirements.
  • Performed system upgrades and formatting for MS Windows Operating Systems, ensuring stability and compatibility with organizational standards.
  • Managed user account lifecycle, including password administration, data integrity, and file system security, while overseeing the setup, deployment, and ongoing maintenance of desktops, laptops, and printers.

Education

Bachelor of Science - Information Technology

Concordia University of Edmonton
Edmonton, AB
04-2024

Skills

Postman API testing

Vbvoice IVR testing

VMware

Lumenvox Diagnostics

SQL server management Studio

Active Directory

MS Azure Cloud

Twilio

Python

Java (JSON)

Team Support Ticketing system

Easytech

Zendesk

Jira

Microsoft Office suites

Office 365

Remote access tools

Team Viewer

Anydesk

Cisco telephony systems

Linux

Windows

Mac OS

Android

LAN/VLAN/ WLAN networking

Timeline

Software Support Analyst

Vocantas
07.2024 - Current

Service Desk Analyst

Bee Clean Building Maintenance
01.2023 - 06.2024

Technical Support Specialist

Staples Canada
09.2021 - 01.2023

Bachelor of Science - Information Technology

Concordia University of Edmonton
Daivik Parmar