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 ReposDevops BoardsJiraAuditingVirtual MachinesPrivate Network (VPN)Windows ServerOperating SystemsGCdocs
Azure DevOps CI/DI Pipelines
VMware
Azure Active Directory,
Active Directory
Gateways
Routing
Network Load Balancing
SaaS administration
Mailbox handling
MySQL
Oracle
Server Handling
Server less Computing
Microsoft Word Excel PowerPoint
MS Teams
Microsoft Outlook
Network troubleshooting
DNS Administration
Firewall management
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