Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Availability
Generic

Dhruv Paliya

Windsor,ON

Summary

Motivated IT Support Technician with CCNA certification and practical experience in troubleshooting, help desk support, user access management, and CRM platforms. Skilled in Salesforce-style environments, Active Directory, basic API integrations, and resolving support tickets from L1 to L2. Excellent communication, documentation, and customer service skills. Preparing for CompTIA A+ and Security+.

Overview

3
3
years of professional experience
1
1
Certification

Work History

IT Help Desk Support (Co-op)

St. Clair College
09.2024 - 12.2024
    • Delivered technical support to students, faculty, and staff across campus systems via phone, email, and in-person.
    • Managed Level 1 and Level 2 support issues involving user authentication, account lockouts, password resets, and software troubleshooting.
    • Used a ServiceNow-style ticketing system to log, triage, prioritize, and escalate tickets to appropriate departments.
    • Configured and supported Windows-based desktops and laptops; assisted with OS and software installations and updates.
    • Provided guidance on system access and supported Microsoft 365 and institutional platforms.
    • Participated in on-boarding and off-boarding processes including Active Directory user creation and account permissions.
    • Maintained detailed documentation and followed knowledge base articles for troubleshooting procedures.

Customer Service Representative

Hermanos BPM Services
08.2023 - 10.2023
  • Conducted high-volume inbound and outbound calls to clients across the U.S. to explain company services and schedule appointments.
  • Provided detailed product guidance, addressed basic technical and service-related questions, and resolved common customer queries.
  • Logged customer interactions in a CRM system, maintained accurate data records, and flagged follow-ups for future service continuity.
  • Demonstrated a consultative support approach to ensure customer understanding, satisfaction, and alignment with their energy needs.
  • Collaborated with internal departments to clarify customer concerns and enhance support workflow.
  • Maintained KPIs by balancing quality support, timely communication, and efficient scheduling processes.

IT Help Desk & Technical Support Specialist

Bright Infotech
03.2022 - 07.2023
    • Delivered technical support to 100+ end-users, troubleshooting hardware, software, and network issues via phone, email, and remote desktop tools.
    • Managed Active Directory accounts, permissions, and supported onboarding/offboarding processes.
    • Installed, configured, and maintained Windows 10/11 systems, Office 365, antivirus, and business-critical applications.
    • Supported LAN/WAN, routers, switches, Wi-Fi, and printer setup and troubleshooting.
    • Conducted network diagnostics (ping, tracert, ipconfig) and resolved DNS/DHCP issues to restore connectivity.
    • Logged, tracked, and prioritized tickets in ServiceNow-style systems; escalated issues as needed.
    • Created troubleshooting documentation, improving efficiency and reducing recurring incidents.
    • Provided clear guidance to non-technical users, increasing customer satisfaction by 20%.

Mobile E-Commerce App Developer (Academic Project)

LJ University
01.2023 - 04.2023
  • Built Java-based shopping app using Firebase backend.
  • Developed features: user login, alert templates, cart, secure checkout.
  • Debugged backend logs, resolved API sync and data issues.

Education

Diploma - Computer Systems Technician (Networking)

St. Clair College
Windsor, ON
04.2025

Associate of Science - Computer Engineering

LJ University
Ahmedabad, India
05.2023

Skills

  • Operating Systems: Windows, Linux (Ubuntu, CentOS)
  • Networking: TCP/IP, DHCP, DNS, OSPF, VLANs, NAT
  • Tools: Cisco Packet Tracer, VMware, PuTTY, Remote Desktop
  • Support: Salesforce-style CRMs, ServiceNow-like ticketing, Active Directory, Microsoft 365
  • Programming & Web: Apache, MySQL, PHP, Bash, SQL

Certification

  • Cisco Certified Network Associate (CCNA), Cisco - 2025-04
  • Introduction to Data Science, Cisco Networking Academy - 2024-02
  • Diploma in Software Management, IANT - 2022-12
  • Smart Serve Ontario - 2024-01
  • Valid Ontario G Driver's License

Timeline

IT Help Desk Support (Co-op)

St. Clair College
09.2024 - 12.2024

Customer Service Representative

Hermanos BPM Services
08.2023 - 10.2023

Mobile E-Commerce App Developer (Academic Project)

LJ University
01.2023 - 04.2023

IT Help Desk & Technical Support Specialist

Bright Infotech
03.2022 - 07.2023

Diploma - Computer Systems Technician (Networking)

St. Clair College

Associate of Science - Computer Engineering

LJ University

Availability

Eligible to work in Canada. Available immediately for remote, hybrid, or on-site IT support roles.

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Dhruv Paliya