JAMES RAMPRASHAD
Mississauga,Canada
Summary
Skilled IT professional with over 3 years of system support experience, specializing in network infrastructure management and server administration. Proven ability to troubleshoot and maintain complex systems while implementing robust security protocols. A dedicated technology enthusiast committed to delivering exceptional support and contributing to organizational success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Deskside Support
Kyndryl (WPP)
Toronto, Ontario
04.2023 - Current
- Utilized LAPS to access local admin.
- Unlock storage drives using the BitLocker management tool.
- Handled IMAC requests efficiently.
- Diagnosed hardware malfunctions and software glitches on workstations and laptops.
- Create, track, escalate, and resolve ServiceNow tickets adhering to SLAs.
- Update the user asset inventory in ServiceNow.
- Communicate with end users via email, phone, and Teams.
- Addressed issues related to migration.
- Provide on-call, after-hours, and weekend support voluntarily and as required.
- Ensure smooth operation of Citrix systems.
- Resolving IT issues, such as password resets, software, PC hardware, connectivity, and configuration, leveraging Microsoft Active Directory as required.
- Support the management and resolution of P2 tickets.
Computer Technician
Renewed Computer Technology
Mississauga, Ontario
08.2022 - 03.2023
- Reimaged Windows devices via PXE and migrated user profiles to the new image in order to solve operating system issues (corruption, malware infestation, etc.) and to update/upgrade the version/edition of Windows for the user so that they can return to regular operation with all their data intact
- Ran hardware diagnostics and troubleshooted the problem component in order to maintain the health of the device or to get it functioning altogether
- Successfully multitasked the repair of different devices so that customers would get their computers back in a timely manner while still prioritizing more important tickets
- Identified and troubleshooted software issues and misconfigurations so that the user's computer would once again be in working order
- Called customers on the phone to follow up on tickets so that problems can more effectively be diagnosed, or to simply update the customer on the status of their device
- Non-technical language was used to communicate so the customer would have an easier time understanding the situation
- Documented the process and the solution to customer issues so that future troubleshooting would be more efficient if the problem were to reoccur
Mobile Support Technician
Kyndryl (Bombardier)
Greater Toronto Area, Canada
07.2022 - 08.2022
- Provide support as a backup for deskside technician L-2
- Apply emergency software fixes in support of incident resolution
- Microsoft Intune
- Bam Software
- Update the status of the call through to completion in the Ticketing System
- Reload standard image electronically via server or other approved portable media, if required based on incident diagnoses
- Tracking inventory maintenance
- Work with cellphone supplier and order phones
- Match each cellphone ordered with related request/ticket
- Update tickets and inventory data base
- Compiling inventory reports
- Store and keep physical inventory of returned old phone
Computer Technician
Renewed Computer Technology
Mississauga, Ontario
11.2021 - 07.2022
- Reimaged Windows devices via PXE and migrated user profiles to the new image in order to solve operating system issues (corruption, malware infestation, etc.) and to update/upgrade the version/edition of Windows for the user so that they can return to regular operation with all their data intact
- Ran hardware diagnostics and troubleshooted the problem component in order to maintain the health of the device or to get it functioning altogether
- Successfully multitasked the repair of different devices so that customers would get their computers back in a timely manner while still prioritizing more important tickets
- Identified and troubleshooted software issues and misconfigurations so that the user's computer would once again be in working order
- Called customers on the phone to follow up on tickets so that problems can more effectively be diagnosed, or to simply update the customer on the status of their device
- Non-technical language was used to communicate so the customer would have an easier time understanding the situation
- Documented the process and the solution to customer issues so that future troubleshooting would be more efficient if the problem were to reoccur
Fire Specialist
Securitas (Fiat Chrysler)
02.2021 - 09.2021
- Inspected grounds, buildings and other infrastructure to detect fire hazards in order to protect life and property on client site
- Tested and cleaned equipment, such as air compressors, fire extinguishers and other fire protection devices to ensure conformance to fire and safety standards
- Discussed violations and unsafe conditions with site representative; made recommendations, and provided instruction in fire safety practices
Aviation Security Guard
Asp Inc
Mississauga, Ontario
04.2017 - 07.2019
- Provided effective Security Services to the designated post in a professional, competent and courteous manner
- Maintained company policies and procedures, and an above average knowledge of the specifics of the Toronto Pearson Airport site
- Opened gates for airside traffic
- Patrolled gate gourmet site including fire alarm, commissary and other main locations in the building
I.T Intern
Rollstar Metal Forming
05.2014 - 09.2014
- Successfully put together and configured new desktop computers for clients
- Helped clients fix problematic computer software and printer issues
- Assisted with the migration from Microsoft Exchange 2003 to Microsoft Exchange 2010
- Assisted several employees on a daily basis
Education
Bachelors of Commerce - Commerce, General
Ontario Tech
Oshawa, Ontario12.2019
Skills
- Mac
- Pc
- Intune
- Kandji
- Jamf
- Azure
- Sccm
- Microsoft 0365
- Active Directory
- Adaxes
Certification
- Comptia A+
- Comptia Security +
Timeline
Deskside Support
Kyndryl (WPP)
04.2023 - Current
Computer Technician
Renewed Computer Technology
08.2022 - 03.2023
Mobile Support Technician
Kyndryl (Bombardier)
07.2022 - 08.2022
Computer Technician
Renewed Computer Technology
11.2021 - 07.2022
Fire Specialist
Securitas (Fiat Chrysler)
02.2021 - 09.2021
Aviation Security Guard
Asp Inc
04.2017 - 07.2019
I.T Intern
Rollstar Metal Forming
05.2014 - 09.2014
Bachelors of Commerce - Commerce, General
Ontario Tech
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