Krishna Pathak
IT Analyst
Toronto,Canada
Summary
Experienced IT Analyst | Technical Support Specialist | Customer Service Representative with over 4 years of experience in IT. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Now looking forward to full-time opportunities in cloud/ IT / Technical support, so that I could apply my problem-solving skills and hear happy comments from the people who got my service.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Information Technology Analyst (Co-Op)
Canada Revenue Agency/ Agence du revenu du
Ottawa, ON
09.2022 - 12.2022
- Audited the cloud services and monitored the Amazon AWS and Microsoft Azure environments.
- Monitored cloud mailbox and logged tickets or responded to inquiries within established service levels.
- Managed Active Directory/Azure Active Directory.
- Created and tested cloud solutions using Azure DevOps pipelines. Provided efficient desktop support to all business users and managed the company's IT systems.
- Handled the business applications and delivered application support to the company's internal users.
- Resolved quickly and efficiently any IT-related faults.
- Worked within schedules and deadlines to match business priorities.
- Suggested and proposed new technologies and changes to enhance to support the business.
- Fixed all network issues.
- Installed authorized software to laptops and desktops.
- Taken ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress promptly.
- Provided stats for the number of IT issues and the status of outstanding and resolved incidents.
IT Technical Support Specialist
Bharti Airtel
Ludhiana, Punjab, India
09.2019 - 03.2021
- Provided technical assistance and support to users and issues related to computer systems, software, and hardware.
- Created trouble tickets in the ticketing system, diagnosed issues using remote support tools, escalated tickets to techs as required and scheduled onsite service calls.
- Followed up on all service calls to ensure customer issues have been resolved properly.
- Configured / installed computer hardware, software, and basic network equipment.
- Responded to phone calls and incoming trouble tickets.
- Prepared (image) laptops/desktops for deployment and deployment.
- Identified and escalated issues as appropriate.
- Assisted with the creation and maintenance of specification documents.
- Setup and managed scheduling system for efficiency.
Customer Service Representative
Idea Cellular Ltd
Ludhiana , Punjab, India
06.2017 - 07.2019
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected and analyzed customer information to prepare product or service reports.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recorded account information to open new customer accounts.
Education
Post Graduate Diploma in Cloud Computing - Cloud Computing
Loyalist College
Toronto, ON 05.2021 - 12.2022
Bachelor of Computer Applications - BCA - Computer Science
S.C.D. Government College
Ludhiana, Punjab, India 07.2014 - 05.2017
Microsoft Certification Azure Fundamentals(AZ-900) - Microsoft Azure Fundamentals
Microsoft
Toronto, ON 12.2022 - 12.2022
Skills
DevOps Reposundefined
Certification
Microsoft Certified: Azure Fundamentals(AZ-900)
Timeline
Microsoft Certified: Azure Fundamentals(AZ-900)
12-2023
Microsoft Certification Azure Fundamentals(AZ-900) - Microsoft Azure Fundamentals
Microsoft
12.2022 - 12.2022
Information Technology Analyst (Co-Op)
Canada Revenue Agency/ Agence du revenu du
09.2022 - 12.2022
Post Graduate Diploma in Cloud Computing - Cloud Computing
Loyalist College
05.2021 - 12.2022
IT Technical Support Specialist
Bharti Airtel
09.2019 - 03.2021
Customer Service Representative
Idea Cellular Ltd
06.2017 - 07.2019
Bachelor of Computer Applications - BCA - Computer Science
S.C.D. Government College
07.2014 - 05.2017
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