Jainam Shah
Oakville,CA
Summary
Experienced service desk and Cybersecurity Technical analyst with a strong background in public sector environments and Cloud based Antivirus. Skilled in efficiently resolving customers\' technology issues through phone, email, and webchat. Proficient in troubleshooting software problems and conducting remote checks on system performance to optimize user experience.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Cybersecurity Technical Support Analyst
Blueocean Contact Center
Halifax, NS, CA [Remote]
04.2021 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Support customers via chat and email to troubleshoot and configure security software products for PC and Mac OS.
- Schedule remote sessions with customers when issues can't be resolved through normal troubleshooting processes.
- Work with could based antivirus development team to report bugs and test new software releases prior to roll out.
- Manage software licensing and monitor/escalate application issues.
- Use and work with Zendesk and resolve tickets according to the SLAs.
- Track and follow up on issues using Jira and Confluence.
- Act as a subject matter expert for Sophos Home Security software, tools and resources.
- Decreased response times with efficient ticket management and prioritization of urgent issues.
- Improved customer satisfaction by providing timely and accurate technical support to endusers.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Service Desk Analyst
Ministry of Public and Business Service Delivery
Oakville, ON, CA
08.2022 - 02.2023
- Collect contact and information from users, open new or update existing tickets.
- Manage Azure AD of more than 10000 users and computers.
- Responding to user requests to investigate and resolve hardware and software problems.
- Diagnose and identifying problems utilizing tools from a knowledge management system, specialized hardware, and software tools.
- Provide assistance to users by recommending the most effective utilization of computers, standard software packages and their applications and related equipment (workstation and LAN).
- Classify and categorize incidents; prioritize problems to ensure timely resolution either through first tier support or assignment to Tier 2 or Tier 3 through the established escalation system.
- Track and follow up on problems reported to the IT Service Desk to ensure proper diagnosis at various levels and service levels are being met in accordance with established service level agreements.
- Monitor incidents and advise support group of potential/upcoming and actual Service Level breaches.
- Notify Incident Coordinator when a potential Severity 1 incident has been detected.
- Responded to 1,000+ support requests, improved resolution rate by 62%, achieved a 95% customer satisfaction rating. Resolved problems in a timely manner, within Service Level Agreements (SLAs).
Desktop Deployment Technician [Contract]
Elections Nova Scotia
Dartmouth, NS, CA
03.2021 - 03.2021
- Re-Imaging multiple laptops and installing drivers and software required for successful upgrade.
- Added and configured various types on Network Printers and Scanners.
- Troubleshooting with issues caused during upgrade of computers.
- Managed Inventory sheets by verifying Asset tags and Serial Numbers of IT components.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and group policies.
- Installed software components, graphical user interface tools, and applications as required, ensuring.
Education
Advanced Diploma - Comp & Sys Tech : Security Analyst
Mohawk College of Applied Arts And Technology
Hamilton, ON12.2024
Computer Systems - Network Technician -
Mohawk College
Hamilton, ON01.2020
Bachelors in Computer Science and Engineering -
Gujarat Technological University
Vadodara, Gujarat01.2016
Skills
- Microsoft Server
- Microsoft Azure
- Amazon AWS
- VPNs
- Java
- PHP
- PowerShell
- Python
- HTML & CSS
- MS SQL Server
- Active Directory
- VMWare Fusion and Sphere
- Confluence
- Surf
- Jira
- Zendesk
- Wireshark
- O365
Languages
English
Full Professional
Certification
- AZ-900 [MS Azure Fundamentals], Certiport, 2023
- AI-900 [MS Azure AI Fundamentals], Certiport, 2023
- SC-900 [MS Azure Security, Compliance and Identity], Certiport, 2023
- Red Hat Certified Engineer, India, 2017
- Certified Ethical Hacker, EC Council, 2017
Timeline
Service Desk Analyst
Ministry of Public and Business Service Delivery
08.2022 - 02.2023
Cybersecurity Technical Support Analyst
Blueocean Contact Center
04.2021 - Current
Desktop Deployment Technician [Contract]
Elections Nova Scotia
03.2021 - 03.2021
Computer Systems - Network Technician -
Mohawk College
Bachelors in Computer Science and Engineering -
Gujarat Technological University
Advanced Diploma - Comp & Sys Tech : Security Analyst
Mohawk College of Applied Arts And Technology