Keyur Rudani
Halifax,NS
Summary
Accomplished IT professional with a proven track record of leading complex IT projects and driving technological innovation. Adept at developing and implementing IT strategies that align with organizational goals. Recognized for strong collaboration skills, fostering team cohesion, and consistently delivering results in fast-paced, dynamic environments. Expertise includes network administration, IT infrastructure management, and process optimization to enhance operational efficiency and effectiveness. Prepared to excel in leadership roles within technology management.
Overview
6
6
years of professional experience
Work History
Technical Specialist
The Government of Nova Scotia
07.2024 - Current
- Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
- Mentored junior technicians, sharing valuable knowledge and best practices to enhance team capabilities overall.
- Contributed to successful project outcomes by providing expert guidance during planning stages, ensuring alignment with stakeholder requirements and industry standards.
- Offered assistance in implementing and developing training programs.
- Installed, configured and maintained computer systems and network connections.
- Generated reports to track performance and analyze trends.
- Researched and identified solutions to technical problems.
Technical System Analyst - Level 2
Atlific Hotels
04.2022 - 06.2024
- Enhanced collaboration between IT teams by standardizing communication protocols around system requirements, project progress updates, and change management processes.
- Responsible to provide resolution on Major incidents, system wide failure and other business critical resolution
- Improved system efficiency by analyzing and optimizing software processes.
- Enhanced user experience through implementation of interface updates and usability improvements.
- Collaborated with cross-functional teams to develop system solutions tailored to business needs.
- Spearheaded data migration projects, ensuring seamless transfer of information between systems.
IT Service Desk Manager
Royal Bank of Canada, RBC
03.2021 - 02.2022
- Led team of 17 Technical Support Analysts and Senior Analysts to deliver high-quality, 24/7 technical support to over 80,000 RBC employees, managing 45,000 calls and 40,000 tickets monthly.
- Improved client satisfaction from 93.8% to 98.3% through service excellence, feedback-driven improvements, and effective team coaching.
- Managed operational processes including incident management, service request fulfillment, and problem management, ensuring adherence to SLAs and efficient issue resolution.
- Fostered culture of trust, collaboration, and psychological safety while mentoring team members on new technologies and best practices.
- Reduced ticket aging by 20% by leading Problem Management initiatives and facilitating cross-functional collaboration to resolve recurring issues.
- Established and monitored performance goals, using data-driven insights to drive continual service improvements and achieve service delivery targets.
- Built and maintained strong relationships with stakeholders across RBC, ensuring clear communication of service requirements, issue resolution, and process improvements.
Senior Service Desk Analyst
Royal Bank of Canada
10.2020 - 03.2021
- Worked with end users over telephone, direct PC to PC connection or via email to resolve problems with IT service issues
- Provide mentoring to service desk team and act as point of escalation for any difficult service issues
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Improved customer satisfaction ratings by providing timely, accurate, and professional support to end-users.
Network Analyst
Staples
03.2019 - 10.2020
- Successfully deployed VOIP Solutions for 300 stores of staples in Canada
- Managed and Monitored Network Devices and IOS upgrade on multiple Devices
- Responsible to co-ordinate with Vendor Partner companies to deploy VOIP phones, including creating floor plans, configuring network for new VOIP and creating VLANs
- Developed manuals for upgrading various elements of higher level client networks
Education
Bachelor of Science - Computer And Information Systems
St. Clair College of Applied Arts And Technology
Windsor, None01-2019
Skills
- IT asset management
- Network administration
- Technical troubleshooting
- Team development
- Business analysis
- ITIL framework
- Documentation management
- IT risk management
- Technical onboarding design
- IT service management
- Digital solutions
- Problem-solving
- Project leadership
- Analytical thinking
Languages
English
Full Professional
Earlier Work History
- Senior Service Desk Analyst
Royal Bank of Canada - Halifax
10/2020 to 03/2021
- Staples Canada
Timeline
Technical Specialist
The Government of Nova Scotia
07.2024 - Current
Technical System Analyst - Level 2
Atlific Hotels
04.2022 - 06.2024
IT Service Desk Manager
Royal Bank of Canada, RBC
03.2021 - 02.2022
Senior Service Desk Analyst
Royal Bank of Canada
10.2020 - 03.2021
Network Analyst
Staples
03.2019 - 10.2020
Bachelor of Science - Computer And Information Systems
St. Clair College of Applied Arts And Technology
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