Janki Yogeshkumar Shukla
Burlington,ON
Summary
Results-driven IT Support Analyst with 5+ years of experience in technical support, enterprise data platform management, and cloud infrastructure. Proficient in providing L2 support, incident resolution, and automation for Azure-based environments. Skilled in database administration, IT security, DevOps practices, and system monitoring. Adept at collaborating with cross-functional teams to ensure system reliability, security, and efficiency.
Overview
7
7
years of professional experience
Work History
IT Support Analyst
Town of Oakville
01.2024 - 08.2024
- Provide technical support for enterprise applications, databases, and cloud-based solutions ensuring optimal availability and performance.
- Administer and troubleshoot Azure services, including Data Factory,.
- Implement automation for provisioning Azure resources using PowerShell.
- Collaborate with IT security teams for system hardening, patching, and compliance updates.
- Develop documentation for troubleshooting procedures and best practices.
- Monitor IT infrastructure, ensuring high availability and proactive issue resolution.
- Act as a key escalation point for L2/L3 technical support
Senior Technical Support Specialist
RAM Global Solutions
06.2022 - 12.2023
- Provided L2/L3 technical support for enterprise applications and databases, resolving complex issues.
- Managed IT security processes, including access control, vulnerability management, and compliance.
- Designed and optimized SQL databases, ensuring high performance and reliability.
- Developed automation scripts to streamline database maintenance and support operations.
Technical Support Specialist
Prometheus Group
10.2021 - 05.2022
- Guided New customers to install the product in their system, setup their database and upgrading to new versions upon release according to the business needs using Virtualization technology VMware.
- Helping through the on boarding process and getting the system work and train them on using the software and all the features.
- Troubleshot and resolved issues related to cloud applications and SaaS-based tools.
- Provided L2 support for data pipelines and batch jobs, ensuring SLA adherence.
- Worked closely with IT teams to enhance system performance and security measures.
- Provided technical support on all aspects of SharePoint usage.
IT Technical Support Representative
KellyConnect
01.2021 - 09.2021
- Provided remote technical support for Windows and macOS environments.
- Assisted in troubleshooting software, network, and hardware-related issues.
- Ensured high customer satisfaction through effective problem resolution.
Software Engineer Trainee
Incisive Web Solutions
06.2017 - 11.2018
Education
Post Graduation Diploma 2yr - Computer Science Technology, Software Testing
Matrix College of Management And Technology
2020
Bachelors in Engineering 4yr - Information Technology
Gujarat Technological University
2018
Skills
- Cloud Platforms: Azure (Azure Data Factory, Databricks, Synapse), AWS, Google Cloud
- Databases: SQL Server, Azure Synapse SQL Pools, MySQL, PostgreSQL
- Monitoring & Security: Azure Monitoring, Moogsoft, IT Security Compliance
- Infrastructure & OS: Windows Server, Linux Server, Azure IaaS, SaaS
- IT Processes: Incident, Change & Problem Management, Access Control
- Reporting & Analytics: Power BI, Dashboard Development
Accomplishments
- Reduced resolution time by 40% through efficient triage and automation of support processes.
- Successfully implemented IT security measures, reducing vulnerability risks by 30%.
- Developed automation scripts improving system performance and data integrity.
Additional Information
- Availability for on-call rotational support and after-hours troubleshooting.
- Strong problem-solving skills with the ability to work in a high-paced environment.
- Excellent communication and teamwork abilities to collaborate across departments.
Timeline
IT Support Analyst
Town of Oakville
01.2024 - 08.2024
Senior Technical Support Specialist
RAM Global Solutions
06.2022 - 12.2023
Technical Support Specialist
Prometheus Group
10.2021 - 05.2022
IT Technical Support Representative
KellyConnect
01.2021 - 09.2021
Software Engineer Trainee
Incisive Web Solutions
06.2017 - 11.2018
Bachelors in Engineering 4yr - Information Technology
Gujarat Technological University
Post Graduation Diploma 2yr - Computer Science Technology, Software Testing
Matrix College of Management And Technology
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