Summary
Overview
Work History
Education
Skills
Projects
Timeline
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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

4
4
years of professional experience

Work History

Software Support Specialist

Vocantas
Remote, AB
07.2024 - 05.2025
  • 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 AS 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 desktop 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 ticket records.
  • Oversaw administrative functions and documentation management for IT operations, ensuring the seamless execution of support processes by creating knowledge base articles and updating them.
  • Administered user accounts, mailboxes, and access permissions within Azure Active Directory (AD), including account modifications, password resets, and permissions management, while troubleshooting hardware, email, and network connectivity issues.
  • Kept a flawless inventory track record of the IT equipment assigned to the employees.

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, Office 2016, and the deployment of Office 365 (0365) 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

  • API Postman testing
  • Vbvoice IVR testing
  • Lumenvox server diagnostics
  • SQL profiling
  • SQL Database Server Management Studio
  • Azure Active Directory
  • Python scripting
  • Java (JSON)
  • Zendesk (ITSM)
  • Jira board ticketing system
  • Microsoft Office Suites
  • Office 365
  • TeamViewer
  • Anydesk
  • Windows 7, 8, 10, 11, and 11 Pro
  • Mac OS
  • Android
  • LAN, VLAN, WLAN, DHCP, SMTP/IMAP, TCP
  • Cisco firewall configuration

Projects

  • Implementing and Integration of DataDog monitoring on the AHS hosted Web servers, Linux servers, Lumenvox Servers and IVR servers.
  • Fixing Alert monitoring script for Monitoring of stuck notifications for callout's launched by AHS and Covenant in the Database hosted on AHS end.
  • Configuration and Integration of API FOR new INFOR Workforce Management system used by AHS with Vocantas.
  • Updating SSL certificates on 190 web servers hosted by Vocantas.
  • Upgrading Windows Server 2016 to 2019 on 125 web servers.
  • Implementing web server patches and disk load balancing across 200+ Windows web servers, including IIS setup and management.
  • Worked closely with Telus to resolve a DHCP issue that impacted WiFi connectivity for over 150 users.

Timeline

Software Support Specialist

Vocantas
07.2024 - 05.2025

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

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Daivik Parmar