Dharma Raj Gautam
Toronto,ON
Summary
I am a friendly and customer-focused Technical Support Representative who is passionate about helping customers maximize the impact and usability of our products. With a warm and approachable demeanor, I am always ready to respond to customer queries and consistently find solutions to their issues. My commitment extends to improving user satisfaction metrics and ensuring that customers are not only satisfied but also eager to return for continued support of our products.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Information Systems Analyst
RATESDOTCA
12.2021 - Current
- Proficient in new PC setup, imaging, and domain integration, ensuring seamless onboarding and resource access
- Experienced in providing Level I technical support, resolving hardware, software, and network-related issues
- Skilled in efficiently managing help desk requests using Jira, with a focus on accurate documentation and timely resolution
- Collaborative team player, adept at assigning and escalating tickets for complex issue resolution
- Experienced in optimizing Jira workflows and configurations to enhance ticketing system efficiency.
HELP DESK ANALYST AND SUPPORT
Prime Computer Infosys
- Desktop and laptop hardware troubleshooting and assembling
- Desktop, laptop, monitor testing and replacement
- Microsoft Windows 7/8/10 installation, configuration, troubleshooting, image, recovery, and reset
- Windows Server 2003/2008/2016/2019 operating system installation, configuration, and troubleshooting
- Building a custom PC according to client specifications.
Education
Bachelor of Science -
Spiral Galaxy Higher Secondary School
Advanced Diploma in Computer System Technician -
Seneca College of Applied Arts And Technology
Skills
- Proficient in setting up new employees and managing employee accounts, as well as deactivating accounts for departing employees
- Experienced with Jira ticketing system for issue tracking and task management
- Knowledgeable in active directory users and computers, including user provisioning, group management, and access control
- Familiarity with cloud platforms such as Azure and AWS, including basic knowledge of their functionalities and services
- Competent in working with Microsoft 365 suite, including applications like Outlook, Word, Excel, and SharePoint
- Understanding of corporate system operations and ability to efficiently troubleshoot technical issues
- Strong problem-solving and analytical skills to identify and resolve IT-related challenges
- Excellent communication and interpersonal skills, enabling effective collaboration with colleagues and end-users
- Detail-oriented and highly organized, ensuring accurate documentation and maintenance of IT systems
- Continuously staying updated with the latest IT trends and technologies to adapt and improve existing processes
- Linux Programming and Administration
Certification
- IT Support Technical Skills Helpdesk, 12/01/21
- Security Awareness Training, 2023
- AZ-900: Microsoft Azure Fundamentals Exam 2023
- Prepare for the CompTIA Network+ (N10-008) 2023
Timeline
Information Systems Analyst
RATESDOTCA
12.2021 - Current
HELP DESK ANALYST AND SUPPORT
Prime Computer Infosys
Bachelor of Science -
Spiral Galaxy Higher Secondary School
Advanced Diploma in Computer System Technician -
Seneca College of Applied Arts And Technology
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