HARDIK GOPANI
Cambridge,ON
Summary
Attentive Senior Systems Analyst with 8 years helping companies design and build technical systems customized perfectly for unique needs. Masterful at uncovering economical solutions to system design tasks of any scale. Keen to help clients design and acquire systems that overperform on business needs while coming in under budget.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Systems Analyst
F12.net
07.2023 - Current
- Resolved malfunctions with systems and programs through troubleshooting.
- Re-engineered existing computer systems to promote ease-of-use and improve system security.
- Installed system updates to address vulnerabilities and reduce security issues.
- Gathered requirements and performed gap analysis through design workshops with users.
- Operated as Subject Matter Expert, and Product Manager, of number of F12.net Technologies: N-Central RMM, F12Rescue - Powered by Veeam Cloud Connect, Zerto DRaaS & ICDR, Veeam Backup & Replication, F12Online Backup - Powered by Storage Guardian, F12Connect - F12.net's Ground-breaking Customer Empowerment Tool
- Managed and actioned Black-Point alerts.
- Resolved various Printer and Scanner issues.
- Supported users with technical troubleshooting and software updates.
- Troubleshot program and system malfunctions to restore normal functioning.
- Enhanced functionality by installing new systems and updating existing platforms.
- Determined software and hardware requirements to meet stated business goals.
- Created documentation covering existing processes, feature requests and system reporting tools.
- Coordinated computer network access and use as master control operator.
- Supported users with training, technical assistance, and network improvements.
- Corrected hardware, software, and network connectivity issues by diagnosing faults and completing skilled repairs.
- Documented, researched, and resolved customer service issues.
- Trained new hires on company-specific software tools, ensuring seamless integration into team's workflow.
- Evaluated emerging technologies to stay current with industry trends, providing informed recommendations on potential improvements.
- Utilized change management techniques to provide smooth transitions during new hardware and software introductions.
Senior Desktop Support Engineer
Majorel Inc
10.2020 - 07.2023
- Create, test, and develop current Workstation images, windows and mac
- Managed approximately 30 incoming calls, emails, request tickets and faxes per day from customers.
- Providing Cloud Support for Azure Cloud and Manage AZ AD
- New user Creation on domain (Azure and on-perm ADDS)
- Management of Domain using Azure and Active Directory
- Key role in developing corporate standards for desktop computer software and hardware and conducting reviews to ensure compliance to standards
- Resolving Tickets via ServiceNow and Solve-IT Platform
- Setting up all user accounts in accordance with correct RBAC
- Responsible for successful deployment and upgrades of workstations
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
- Perform computer management and system administration activities
- Onboarding and off-boarding of agents in North America
- Serve as escalation point for Helpdesk and Desktop Support
- Mirror Active Directory Groups and Azure Active Directory groups by developing PowerShell Script
- Management of Domain using Azure and Active Directory (Hybrid)
- Virtual desktop troubleshooting for remote staff and maintains servers
- Perform laptop, desktop, printer and hardware setup and configurations
- Interact with numerous computer platforms in multi-layered client server environment
- Perform MDM enrolments, troubleshooting in JAMF and Microsoft Intune
- Ensure desktop computers interconnect seamlessly with diverse systems including associated
- Validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems
- Assesses functional needs to determine specifications for purchases
- Assists in maintaining LAN/WAN and telecom systems
- Monitor network resources and perform preventative maintenance
- Backup network configurations and test restore process
- Microsoft Advanced Group Policy Management
- Provisioning user equipment – New and Re-deployment
- Decommissioning user equipment and Request new order supplies when needed
- Manage and insert and update equipment tracker sheet.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Provide Windows Activation Licensing
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Maintained up-to-date case documentation for future reference.
- Patched software and installed new versions to eliminate security problems and protect data.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
Apple Technical Support Representative - Part Time
Apple,Kelly Services
01.2021 - 06.2021
- Worked with Apple (iOS, iPad OS, watch OS) and provide software solution to customer
- Set up and activated customer accounts
- Assisted customers with various types of technical issues via email, live chat and telephone
- Supported customers with online billing, access and account issues
- Transformed senior leadership of product development issues discovered via technical support calls with customers
- Updated software versions with patches and new installations to close security loopholes and protect users
- Reviewed current hardware and software configurations and recommended modifications to increase system speed.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Improved first call resolution rates by efficiently diagnosing and addressing customers'' concerns.
- Provided remote support to customers via phone, email, chat, or screen-sharing applications as needed.
Desktop Support Technician
La-Minds
12.2015 - 09.2018
- Provided technical assistance to customers on inbound telephone tech support calls
- Recommended computer products and applications to improve productivity
- Transported and installed machines to to new sites.
- Kept supplies and tools organized, clean and at optimal levels to achieve service demands.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Contributed to knowledge base by creating and maintaining articles and other technical documents.
- Removed malfunctioning components and replaced with new or refurbished parts.
- Inspected damaged, worn and faulty parts and performed appropriate adjustments and replacements.
- Maintained servers and systems to keep networks fully operational during peak periods.
Education
Post Graduate Diploma - Mobile Solutions Development (IT)
Conestoga College
Waterloo, Ontario08.2020
Master of Science - Computer & Science Engineering
Gujarat Technological University
Gujarat,India05.2017
Diploma - Engineering – Computer Engineering
Gujarat Technological University
Gujarat,India05.2014
Skills
- Ticket System: ConnectWise, ServiceNow, SolveIT, ROC, JIRA
- Windows System Administration
- Cross-functional teamwork
- VPN troubleshooting
- Linux / Unix knowledge
- TCP / IP, UDP, ICMP, DNS, DHCP
- Active Directory knowledge, Company Portal
- Microsoft Azure,Microsoft InTunes, AWS
- Remote Desktop Service and Management
- Technical Documentation,Root Cause Analysis, System Troubleshooting, Help Desk Support
- System Performance Assessment, Documentation Development
- Programming Languages: Java, PHP, C#, C, C, React JS, Python
- Web Technologies: HTML5, CSS, AJAX, JSON, XML, Web Service, JavaScript, Sass
- Mobile Technologies: Android, Swift
- Framework & Library Experience: NodeJS, ReactJS, Angular, Bootstrap, MaterialUI
- Database Systems: MS-SQL Server, MySQL, PostgreSQL, MongoDB
- ITIL, Asset Management
- Software Engineering Methodologies: Agile Development (Scrum), MVC, OOP, DevOps
- Disaster Recovery Planning
- API Development
- Resource Management
- Data Modeling
Certification
- CompTIA A+ (2016)
- JAMF Certified Associate
- Az-104 & Az-900 (Ongoing)
- The Complete Web Developer in 2020 [Udemy]
- JavaScript – The Complete Guide 2020 [Udemy]
- Networking and Computer Programming Training: Vin-Tech Solutions, Junagadh India - 2017
Timeline
Senior Systems Analyst
F12.net
07.2023 - Current
Apple Technical Support Representative - Part Time
Apple,Kelly Services
01.2021 - 06.2021
Senior Desktop Support Engineer
Majorel Inc
10.2020 - 07.2023
Desktop Support Technician
La-Minds
12.2015 - 09.2018
Post Graduate Diploma - Mobile Solutions Development (IT)
Conestoga College
Master of Science - Computer & Science Engineering
Gujarat Technological University
Diploma - Engineering – Computer Engineering
Gujarat Technological University
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