Deepak Pandey
Vernon
Summary
Post Graduate professional and a savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments across all sizes of organizations.
Possesses comprehensive knowledge of standard operating systems, networking protocols, high performance computing and technical support procedures and documentation. Skilled in identifying and resolving complex technical problems.
Bringing 6+ years of experience in technology, business and customer satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technology Specialist (Fulltime Contract)
BC Hydro
03.2023 - Current
- Deployed and maintained Windows OS environments using Windows Deployment Services (WDS), optimizing system rollout efficiency for over 1000+ users and devices.
- Managed and administered SCCM, M365 Suite, Active Directory, Group Policy Objects (GPO), and registry configurations to ensure seamless enterprise system management.
- Led application deployments and system integrations while adhering to ITIL best practices for service management and efficiency.
- Installed and configured critical network infrastructure, including switches, routers, SAS devices, and VOIP systems such as ThinkSmart Hub for Microsoft Teams and Genesis phone systems.
- Diagnosed and resolved networking components, including DHCP, DNS, VPN (CISCO), and Next Generation firewall systems (Trellix/Solidcore Suite), ensuring uninterrupted service availability.
- Oversaw print server deployment and Mobile Device Management (MDM) implementation, streamlining enterprise mobility solutions.
- Managed IT service requests and incidents using ServiceNow, ensuring timely resolution and effective workflow tracking.
- Conducted hardware inventory management through Asset Management Database (AMDB) and performed regular audits to maintain compliance and accuracy.
- Provided advanced troubleshooting across a broad range of applications, minimizing downtime and improving user productivity.
- Collaborated on infrastructure projects, security implementations, and system optimizations to align with IT best practices and business goals.
- Supported multiple virtual environments (Citrix, VMware, Hyper-V)
NOC Technician (Part-time/On Call)
Hut 8
02.2023 - 04.2024
- Enhanced network performance by proactively monitoring and troubleshooting system issues using enterprise monitoring solutions, minimizing downtime and optimizing performance.
- Configured and maintained network hardware (Cisco, Juniper, Fortinet), software, and infrastructure components, ensuring seamless operations across datacenter-grade devices, including edge and core switches.
- Administered and supported Hyper-V and VMware Center, managing virtualized environments for collocated client servers and hosted applications.
- Diagnosed and resolved critical network components, including DHCP, DNS, VPNs, VLANs, SANs and Fortigate firewalls, ensuring robust security and connectivity.
- Applied patches and updates to Windows/Linux servers, firewalls, routers, and other network equipment, maintaining compliance and system integrity.
- Managed Veeam Systems for backup and data restoration, ensuring business continuity and disaster recovery readiness.
- Assisted in the ServiceNow deployment, replacing legacy ticketing systems and streamlining service management operations.
- Developed and maintained network infrastructure documentation, incident reports, and updates while managing knowledge bases and Confluence for improved team collaboration.
- Conducted audits of NOC systems and processes, identifying areas for improvement and implementing optimizations.
- Oversaw vendor relations to ensure timely equipment replacement and repairs, minimizing operational disruptions.
IT Technical Support Specialist L3-L4 (FullTime)
Human IT Company (Formerly CPG Systems Inc.)
03.2021 - 12.2022
- Delivered technical support across diverse systems and applications for global customers and end-users, ensuring service continuity across various time zones.
- Diagnosed and resolved connectivity issues for Wi-Fi, cellular, VoIP networks, and VPN configurations, maintaining secure and reliable access to servers, applications and storage systems.
- Administered and monitored system operations, utilizing command-line troubleshooting and ticketing systems to efficiently resolve and track support requests.
- Managed critical networking and IT Infrastructure services, including Domain controllers, DNS, DHCP, SAN, Firewall administration (Sophos, Cisco, Ubiquity, Meraki, SonicWall), and Group Policy Objects (GPO), VLANs etc. ensuring secure and efficient system functionality.
- Spearheaded onboarding processes by provisioning software, configuring hardware, and managing user accounts through MS admin portals (e.g., Endpoint Security, Exchange, O365, Teams, SharePoint).
- Authored technical documentation for desk staff, detailing start-up, shutdown, and first-level troubleshooting protocols to enhance operational efficiency.
- Provided escalation support as a subject matter expert, resolving complex issues to ensure customer satisfaction and service excellence.
- Developed and maintained internal knowledge bases to improve product support, feedback loops, and team performance.
Computer Technician/ Sys Admin (Fulltime)
Vijya Raje Women's College
04.2015 - 05.2017
- Server Administration (DHCP, DNS, AD, File and Print Sever)
- Installed, Replaced, updated and configured various hardware components (Computers, Printers, Network Devices)
- Permission and Access management (Active Directory)
- Firewall Management
- Onsite/Offsite Backup
- OS Deployment and troubleshooting (WDS Server)
- Application installation and troubleshooting
- LAN and WLAN administration
- Virtualization (VirtualBox, Hyper-V)
- Explained technical information in clear terms to promote better understanding for non-technical users
Education
Post-Degree Diploma (2 Years) - Business Management Specialization in Information Technology
Northern Lights College
Fort St. John, BCBachelor of Technology (4 Years) - Information Technology
Punjab Technical University
Jalandhar, IndiaCollege Diploma (3 Years) - Computer Science And Engineering
Punjab Board of Technical Education
Punjab, IndiaSkills
- Technical Documentation
- Information systems proficiency
- High Performance Computing
- Project execution management
- Voice over IP systems
- Network administration
- Storage Administration
- Remote monitoring tools expertise
- Ticketing software management
- Network and server management
- Cloud infrastructure management
- Experience in Hyper-V and VMware
- Risk assessment
- Firewalls
- Virtual private network expertise
- Microsoft 365 proficiency
- Threat analysis and mitigation
- Experience in AI applications
- Data center maintenance
- ITIL framework expertise
- SCCM management
- People Skills
Certification
Microsoft Certified System Expert (MCSE), Sophos Certified Engineer, First Aid, Working towards CISSP & CISM
Timeline
Technology Specialist (Fulltime Contract)
BC Hydro
03.2023 - Current
NOC Technician (Part-time/On Call)
Hut 8
02.2023 - 04.2024
IT Technical Support Specialist L3-L4 (FullTime)
Human IT Company (Formerly CPG Systems Inc.)
03.2021 - 12.2022
Computer Technician/ Sys Admin (Fulltime)
Vijya Raje Women's College
04.2015 - 05.2017
Bachelor of Technology (4 Years) - Information Technology
Punjab Technical University
College Diploma (3 Years) - Computer Science And Engineering
Punjab Board of Technical Education
Post-Degree Diploma (2 Years) - Business Management Specialization in Information Technology
Northern Lights College
Strengths
Problem Solving, Critical Thinking, Fast Learning, Optimism, Friendliness
References
Available on request!