Summary
Overview
Work History
Education
Skills
Certification
Highlights
Languages
Timeline
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Juhil Kikani

Scarborough,ON

Summary

Service Desk Manager who specializes in quality service, productivity and team management. Trained in ITIL service management and business administration; possesses a high degree of integrity, strong leadership qualities and an unsurpassed worth ethic.

Overview

6
6
years of professional experience
1
1
Certification

Work History

SR, IT Analyst

Ferring Pharmaceuticals
07.2022 - Current
  • Ensure customer service is timely and accurate on a daily basis
  • Recruit, train and support help desk representatives and technicians
  • Set specific customer service standards
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Managed IT Devices using MS Intune
  • Provide second level support person for heavy Mac environment at 350 Hudson office
  • Create, Lock, Unlock, group user by using Admin Active directory
  • Assisted with Project Renew to move 1200 users from 1111 location to newly renovated Purchase headquarters
  • Participated in Project Athens to move users from Somer's office to 1111 location.

IT Manager

TPH Legal Service
01.2022 - 07.2022


  • Managing and supporting a team of help desk technicians.
  • Mentoring your team, providing training, and conducting performance evaluations.
  • Monitoring team performance and developing feedback reports for management.
  • Communicating with clients and providing in-person and phone support, if required.
  • Troubleshooting and resolving technical issues.
  • Assist in the installation and updating of software, as well as the setup and troubleshooting of all equipment
  • Work independently and remotely as required to efficiently resolve customer issues with PepsiCo standard and non-standard machines and software
  • Perform imaging and setups of laptops/desktops for end-user and/or new employees
  • Managed employee's telecom devices by using Microsoft Intune admin portal
  • Checking account security and creation by using Active directory.

Service Delivery Manager

Loan4payday
05.2020 - 01.2022
  • Deliver frontline technical support for faculty, staff, students, alumni and partners.
  • Foster positive end-user relationships and drive customer satisfaction.
  • Promote continuous improvement of Tier 1 support, desktop administration, and telecom delivery for all stakeholders.
  • Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
  • Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s).
  • Establish and implement ITIL standards.
  • Analyze the business requirements of all departments to determine their technology needs
  • Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership.
  • Escalation and resolution of software issues to the information systems/development team
  • Escalation and resolution of third-party software/systems issues by the support team
  • Define team goals and lead staff to achieving desired results, and while being accountable for team performance.

SR, IT Specialist

Red And White IInstitute
03.2018 - 03.2020
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Regularly assessed progress and provided feedback to support continued development.
  • Provided guidance on stress management and grounding techniques to reduce overwhelm.

Education

Advanced diploma in computer engineering technology -

Seneca College
12.2022

Bachelor of Science - Information And Communication Technology

PP Savani University
Surat, India
09.2018

Skills

  • Team management
  • Quality Assurance
  • Meticulous attention to detail
  • Self-directed
  • Excellent communication skills
  • Active Directory and Remote Desktop Connection software proficiency
  • Microsoft Windows XP/Vista/7, Word, Excel, Outlook, PowerPoint, SharePoint and Internet Explorer software proficiency
  • Service Desk and Crystal Reports software proficiency
  • Staff Management
  • Technical Support

Certification

  • Certified CompTIA A+ Certification-2022
  • Certified training in Project Management
  • Data Science with Python

Highlights

  • CompTIA A+; Advanced knowledge and support of Windows NT, Windows 2000 Professional, Windows XP, Windows 7/8, Mac OS X, Microsoft Office, Active Directory, MS Intune, Image deployment, IT security, Azure and AWS.
  • Proficient in multiple models of desktops/laptops and desktop imaging software.
  • Advanced analytical and PC troubleshooting skills.
  • Proficient with HP Service manager and BMC Remedy IT Service Management, Experience with hardware &software repair.
  • Strong customer service skills.
  • Professional and experienced in working with executives.
  • Excellent written and verbal skills in communicating highly technical information to both technical and non-technical personnel; Ability to work well under pressure and make decisions quickly.

Languages

English
Full Professional

Timeline

SR, IT Analyst

Ferring Pharmaceuticals
07.2022 - Current

IT Manager

TPH Legal Service
01.2022 - 07.2022

Service Delivery Manager

Loan4payday
05.2020 - 01.2022

SR, IT Specialist

Red And White IInstitute
03.2018 - 03.2020

Advanced diploma in computer engineering technology -

Seneca College

Bachelor of Science - Information And Communication Technology

PP Savani University

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Juhil Kikani