GOKUL RAJ RAJENDRAKUMAR
Brampton,ON
Summary
IT Support Specialist with 9+ years of experience in Desktop Support, System Administration, and IT Troubleshooting. Expertise in Windows OS, Active Directory, Remote Support, IT Service Management (ServiceNow, Remedy), and Networking. Proven ability to troubleshoot, document, and resolve technical issues across hardware, software, network, and AV systems. Adept at providing high-quality end-user support, installing/upgrading IT assets, and ensuring minimal downtime.
Professional in information technology with strong expertise in system administration, network management, and cybersecurity. Proven track record of enhancing IT infrastructure and ensuring seamless operations. Focus on team collaboration and achieving results, highly adaptable to changing needs. Skilled in troubleshooting, project management, and user support, with keen eye for optimizing performance and security.
Overview
9
9
years of professional experience
Work History
Information Technology Administrator
FedEx
06.2024 - Current
- Provided day-to-day desktop support to over 50+ users, ensuring minimal disruptions
- Installed, upgraded, and troubleshot Windows OS, Microsoft Office, and authorized applications
- Assisted in AV setups for conference rooms, projectors, and digital signage systems
- Documented troubleshooting steps and resolutions in ticketing systems for future reference
System Administrator- Part-Time
Keens Computer Systems
06.2023 - Current
- Reduced hardware downtime by 30% through proactive troubleshooting and regular maintenance
- Managed 100+ IT assets, including desktops, printers, and audio/visual equipment
- Provided first and second-level support, ensuring 95% first-call resolution rate for technical issues
- Installed and maintained network printers, scanners, and peripheral devices for business operations
IT Support Technician
Magna Seating
06.2023 - 05.2024
- Streamlined IT processes for increased efficiency and reduced downtime.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
Senior Systems Engineer
Cognizant Technology Solutions
01.2023 - 05.2023
- Company Overview: Cognizant Technology Solutions is a multinational corporation that provides IT services, including digital, technology, consulting, and operations services
- Managed 500+ IT support tickets monthly via ServiceNow, resolving issues within SLA
- Reduced incident escalations by 25% by implementing improved troubleshooting workflows
- Supported Windows OS, Active Directory administration, remote troubleshooting, and network security measures
- Performed software deployments, system imaging, and OS patching for business continuity
- Cognizant Technology Solutions is a multinational corporation that provides IT services, including digital, technology, consulting, and operations services
Senior Technical Process Executive
Infosys Ltd
11.2020 - 01.2023
- Company Overview: Infosys is a global leader in next-generation digital services and consulting
- Resolved 90% of IT tickets within SLA using ServiceNow and Remedy
- Provided technical support for desktop environments, telephony systems, and remote devices
- Conducted user training sessions, reducing repeated IT issues by 30%
- Assisted in network configurations, VPN troubleshooting, and device provisioning
- Infosys is a global leader in next-generation digital services and consulting
Senior Technical Analyst
Wirecard GI Technology
11.2015 - 11.2020
- Company Overview: Wirecard is a global technology company that provides electronic payment processing services
- Handled incident resolution for software installations, printer setups, and system upgrades
- Configured network devices, VLANs, and VPN access for secure connectivity
- Assisted in setting up video conferencing and smart device support
- Wirecard is a global technology company that provides electronic payment processing services
Education
Master of Business Administration (MBA) - Human Resources
Tamil Nadu Open University
01.2022
Bachelor of Technology - Information Technology
Bharath University
01.2015
Skills
- Operating Systems: Windows, Mac OS, Unix/Linux
- IT Service Management Expertise
- Remote Support Proficiency
- Network Protocols Expertise
- Active Directory Administration
- PC Imaging and Deployment
- AV & Smart Device Integration
- System Health Monitoring
- ITIL Incident Management
- Technical support expertise
- IT asset management
- Data backup and recovery
Tools And Software Used
- ServiceNow, Remedy, HPSM – IT Service Management & Ticketing
- DameWare, VNC, AnyDesk – Remote Troubleshooting
- Active Directory – User & Group Management
- Windows OS, Unix/Linux – System Administration
- Networking: TCP/IP, VPN, VLANs, Wi-Fi
- Microsoft Office Suite, SharePoint
- AV & Smart Device Management: Video Conferencing, Digital Displays, VoIP Setup
Timeline
Information Technology Administrator
FedEx
06.2024 - Current
IT Support Technician
Magna Seating
06.2023 - 05.2024
System Administrator- Part-Time
Keens Computer Systems
06.2023 - Current
Senior Systems Engineer
Cognizant Technology Solutions
01.2023 - 05.2023
Senior Technical Process Executive
Infosys Ltd
11.2020 - 01.2023
Senior Technical Analyst
Wirecard GI Technology
11.2015 - 11.2020
Bachelor of Technology - Information Technology
Bharath University
Master of Business Administration (MBA) - Human Resources
Tamil Nadu Open University
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