Ishan Borisa
Ottawa,ON
Summary
- College diploma in IT or equivalent work experience.
- Proven track record of diagnosing and resolving end-user issues promptly and effectively.
- Strong experience with Microsoft desktop operating systems, Active Directory, and Microsoft 365 Azure.
- Proficient in networking and firewall technologies, including Aruba, SonicWall, Fortinet, and Zyxel products.
- Thorough knowledge of security best practices, including Protected B standards, Microsoft 365, and Active Directory.
- Demonstrated proficiency with Office 365, SharePoint, Skype for Business/Microsoft Teams.
- Exceptional communication and interpersonal skills, both internally and with clients.
- Strong commitment to documenting solutions and sharing knowledge with the team.
- -Outstanding time management and organizational abilities, including multitasking in fast-paced environments.
- Enthusiastic "can-do" attitude and creative problem-solving skills.
Overview
3
3
years of professional experience
Work History
Service Desk Analyst/ Acting Team Lead
Nova Networks
02.2022 - Current
- Lead and mentor a 22 agents in Service Desk team.
- Ensure efficient incident resolution, service request fulfillment, and customer satisfaction.
- Collaborate with IT managers to improve service processes and implement ITIL best practices.
- Manage workload distribution and maintain a knowledge base.
- Provide remote technical support and guidance to end-users, ensuring timely issue resolution.
- Implement and maintain Microsoft desktop operating systems and manage Active Directory.
- Collaborate with the team to triage and prioritize client issues, ensuring efficient resolution.
- Maintain and optimize networking and firewall systems, with expertise in Aruba, SonicWall, Fortinet, and Zyxel products. - Adhere to security best practices, ensuring compliance with Protected B standards, Microsoft 365, and Active Directory. - Office 365, SharePoint, and support Skype for Business/Microsoft Teams.
- Consistently document solutions and share knowledge with team members.
- Excel in managing time and organizing tasks to meet service level agreements.
- Adapt to new technologies and contribute to continuous improvement initiatives.
- Provide exceptional customer service, exceeding client expectations.
Team Lead for Delivery Partner
Intelcom
09.2020 - 01.2022
- Lead 14 delivery drivers, ensuring efficient deliveries and excellent customer service.
- Resolve delivery challenges and improve operational efficiency.
- Prioritize customer satisfaction and address inquiries and issues promptly.
- Enforce safety protocols, minimize incidents, and ensure a safe working environment.
- Work with cross-functional teams to streamline operations and enhance service quality.
- Thrive in changing conditions and make informed decisions under pressure.
- Ensure positive client interactions and dispute resolution.
Education
Advanced Diploma - Computer Engineering And Computer Science
Algonquin College
Ottawa, ON01.2022
Skills
- Hardware Replacement
- Knowledge Base
- Account Management
- Diagnostic Tools
- Daily Workflows
- New Installations
- Service Desk Team Supervision
- Workforce Planning
- Deskside Support
- Software and Hardware Issues
- Warranty Requirements
- Computer Hardware Knowledge
Languages
English
Full Professional
Timeline
Service Desk Analyst/ Acting Team Lead
Nova Networks
02.2022 - Current
Team Lead for Delivery Partner
Intelcom
09.2020 - 01.2022
Advanced Diploma - Computer Engineering And Computer Science
Algonquin College
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