Himanshu Dahiya
Ottawa,Canada
Summary
Results-driven IT professional with experience in Technical Support, IT Systems Analysis, and Process Optimization. Skilled in incident management, change enablement, enterprise application support, and data analytics. Adept at improving IT operations using Kaizen methodologies, developing SOPs, and automating workflows to enhance efficiency.
Overview
1
1
year of professional experience
Work History
Information Systems Analyst
Make Me Builder Tech Sol.
01.2023 - 12.2023
- Managed and resolved technical incidents and service requests across multiple enterprise applications using ServiceNow ITSM.
- Reviewed and audited service desk tickets for documentation accuracy, providing constructive feedback to enhance ticket management best practices.
- Led system monitoring and troubleshooting efforts, ensuring minimal downtime for critical business operations.
- Assisted in change management processes, reviewing and implementing system updates while adhering to ITIL guidelines.
- Developed and maintained SOPs for IT service operations, improving efficiency and reducing resolution times.
- Provided technical support for enterprise tools, including Outlook, Teams, SharePoint, and VPN connectivity.
- Coordinated with cross-functional teams to implement process automation, reducing manual effort by 30%.
- Ensured data security compliance, assisting in access control and user authentication procedures across Active Directory and Azure AD.
- Participated in Change Advisory Board (CAB) meetings, staying informed about upcoming system updates, change management processes, and potential service disruptions.
Technical Support Intern
Make Me Builder Tech Sol.
09.2022 - 12.2022
- Developed and maintained SOPs for IT processes, ensuring standardization and process efficiency.
- Provided technical expertise on system upgrades, migrations, and integrations, supporting business continuity.
- Provided Level 1 & Level 2 technical support for enterprise users, troubleshooting hardware, software, and network issues.
- Monitored server and network health, escalating critical issues for prompt resolution.
Education
Master of Engineering - Quality Systems
Concordia University
Montreal, QC12-2024
Bachelors of Technology - Computer Science And Engineering
Amity University
Noida, India05-2022
Skills
- Windows server
- Unix
- PowerShell
- Bash
- TCP/IP protocol suite
- Network troubleshooting tools
- JIRA
- ServiceNow
- SharePoint
- Power BI
- SAP
- Active Directory
- Persuasive Team Player
- Client Focused
- IT asset management
- Technical assistance
- Network administration
Certifications
- ITIL 4 Foundation (IT Service Management)
- Microsoft Azure Security Compliance & Identity Fundamentals (SC-900)
- Zscaler ZIA Certified Administrator
Timeline
Information Systems Analyst
Make Me Builder Tech Sol.
01.2023 - 12.2023
Technical Support Intern
Make Me Builder Tech Sol.
09.2022 - 12.2022
Master of Engineering - Quality Systems
Concordia University
Bachelors of Technology - Computer Science And Engineering
Amity University
Similar Profiles
SURYA TEJA NAVUDURUSURYA TEJA NAVUDURU
Data Engineer - PySpark Developer at Cognizant Tech Sol.Data Engineer - PySpark Developer at Cognizant Tech Sol.
Marthinus SnydersMarthinus Snyders
Lecturer, Welding/Boilermaker at Sol-Tech Technical Training CollageLecturer, Welding/Boilermaker at Sol-Tech Technical Training Collage
Sushma PolipalliSushma Polipalli
CAD Engineer at Igen Tech Soft SolCAD Engineer at Igen Tech Soft Sol