Jagadeesh Shanmugam
Kitchener
Summary
Dedicated IT support professional with over 4 years of experience in enterprise application support, system setup, and client management across the real estate, education, and retail sectors. Skilled in Windows Server administration, Active Directory, remote desktop support, ERP troubleshooting, and cloud fundamentals. Possesses a strong background in resolving critical issues, training end users, and collaborating with development teams. Enthusiastic about contributing to OpenText’s mission by providing exceptional, customer-focused technical support.
Overview
12
12
years of professional experience
Work History
Lead Technical Support Specialist
Shivas Groups
09.2022 - 05.2025
- Oversaw day-to-day IT operations across multiple properties; managed user accounts, Wi-Fi access, and system provisioning.
- Provided technical onboarding, including PC setup, domain joins, email configuration, and printer/network access.
- Diagnosed and resolved Active Directory, VPN, and cloud-based collaboration tool issues.
- Trained junior staff and developed SOPs to standardize IT onboarding and troubleshooting workflows
ERP/IT Support Specialist
Eloit Innovations
03.2021 - 08.2022
- Delivered critical ERP application support to school administrators, resolving login failures, data sync errors, and reporting bugs.
- Performed backend diagnostics, including SQL queries and log analysis, and coordinated with the development team for fixes and patches.
- Created step-by-step user guides and trained clients in platform features, reducing support ticket volumes.
- Maintained uptime across SaaS-hosted systems while ensuring compliance with client SLAs
Sales Supervisor / IT Support Assistant
Blizzard Technology
05.2013 - 01.2018
- Managed POS systems, ensuring 99.9% uptime in high-traffic retail settings.
- Resolved hardware/software issues, enhancing operational efficiency.
- Implemented tech-driven inventory practices, boosting stock accuracy.
- Facilitated CRM tool adoption, trained staff and provided support.
- Enhanced inventory reporting, resulting in tangible operational improvements.
Education
Graduate Certificate - Cloud Data Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON12-2023
Bachelor of Science - Computer And Information Sciences
Bharathiyar University
Coimbatore , India 02-2021
Skills
- Problem resolution
- Customer support
- Software installation
- Escalation handling
- Security protocols
- Incident management
- Network administration
- ITIL framework
- Hardware configuration
- SLA management
- Remote support
- Technical issues analysis
Technical Skills
Systems & Platforms: Windows Server, macOS, Linux (basic), Active Directory, Group Policy, Intune, SCCM
Networking: DNS, DHCP, TCP/IP, LAN/WAN, VPN
Cloud & Virtualization: Azure, AWS (basic), Remote Desktop, VMware, Hyper-V
Applications: Microsoft 365, Salesforce, ServiceNow, Retool, SQL Server, ERP Systems
Scripting/Analysis: SQL (queries/log analysis), PowerShell, Bash (basic)
Tools: Splunk, Jira, Datadog, Teams, Chrome Remote Desktop, AnyDesk
Languages
English
Full Professional
Tamil
Native or Bilingual
Malayalam
Professional Working
Hindi
Professional Working
Additional information
- Valid Post-Graduation Work Permit (Open)
- Legally authorized to work in Canada
- G-Class Ontario Driver’s Licence
- Flexible for rotational continental shifts, weekend coverage, and on-call duties
- Committed to continuous learning and professional development
Timeline
Lead Technical Support Specialist
Shivas Groups
09.2022 - 05.2025
ERP/IT Support Specialist
Eloit Innovations
03.2021 - 08.2022
Sales Supervisor / IT Support Assistant
Blizzard Technology
05.2013 - 01.2018
Graduate Certificate - Cloud Data Management
Conestoga College Institute of Technology And Advanced Learning
Bachelor of Science - Computer And Information Sciences
Bharathiyar University
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