Microsoft 365
Hi, I’m
Kruti Suthar
IT Application Support Technician
ON
Summary
Seasoned Technical Support Executive skillfully leads troubleshooting and issue resolution. Over 5 years proficiently guiding IT problem fixes, outlining assessment standards, and promoting training initiatives. Skillfully directs critical maintenance services to streamline technology operations. Detailed assistance to escalate and address deployment miscalculations.
Overview
9
years of professional experience
1
Certification
1
Language
6
years of post-secondary education
Work History
Indigo Books & Music
Technician, Application Support
02.2022 - Current
Job overview
- Ensured data security by adhering to company policies while handling sensitive user information during support interactions.
- Proactively identified potential areas for improvement within applications, proposing solutions that increased efficiency or reliability without compromising functionality or usability.
- Aided in the development of internal knowledge bases and training materials, sharing personal insights gained through hands-on experience to improve the overall effectiveness of our support team.
- Reduced downtime, conducting regular maintenance checks and implementing preventive measures.
- Managed after-hours emergency support situations calmly under pressure, minimizing disruptions for affected clients while working diligently towards swift resolutions.
- Participated in on-site requirements gathering sessions.
- Responsible for all IT hardware staging and builds for Retail Projects Setup new users’ desktops and/or laptops Manage deployment of hardware refreshes/upgrades.
- Ensure proper logging of incidents within Cherwell as per predetermined OLA’s and SLA’s Make hardware/software recommendations (Technology Road Maps).
- Programmed promos, managed weekly sales, and contributed to online and retail promo events for Moneris and Indigo.
- Cherwell/ServiceNow is often used to log, prioritize, and resolve IT incidents. When an issue arises, users can submit incident tickets, and we use ServiceNow to manage and track the resolution process efficiently.
- Resolved daily Cherwell tickets, addressing scanner and printer issues, while utilizing remote desktop for backend problem-solving using SQL scripts.
TD Bank Group
IT Support Analyst
09.2020 - 02.2022
Job overview
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Skillfully manage and prioritize user requests using ticketing systems, ensuring timely and organized issue resolution.
- Resolve network-related problems including connectivity, Wi-Fi, and VPN issues. Assist with software installation, updates, and hardware setup.
- Handle password resets and resolve network-related problems. Ensure adherence to security protocols and guide data protection practices.
TD Bank Group
IT Support Specialist
07.2019 - 09.2020
Job overview
- Streamlined helpdesk processes for quicker issue resolution and increased customer satisfaction.
- Enhanced IT system stability by implementing proactive maintenance routines and monitoring tools.
- Implemented mobile device management policies to protect sensitive company data on employee devices while facilitating their work tasks remotely.
- Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
Project Cafe TechnologiesAhmedabad, Gujarat
Application Development Analyst
07.2015 - 07.2017
Job overview
- Developed and maintained courteous and effective working relationships.
- Worked flexible hours across night, weekend, and holiday shifts.
- Delivered services to customer locations within specific timeframes.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Demonstrated leadership skills in managing projects from concept to completion.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proven ability to learn quickly and adapt to new situations.
Education
Fanshawe College of Applied Arts And TechnologyLondon, ON
Post Graduate Certificate from Information Security Management
2018.09 - 2019.05 (8 education.months_Label)
Gujarat Technological UniversityGujarat, IN
Bachelor's in Computer Engineering from Computer Engineering
07.2011 - 04.2014
University Overview
- Graduation with Distinction, 8th Semester, 2014
- 7.85 GPA
Gujarat Technological UniversityGujarat, IN
Diploma in Computer Engineering from Computer Engineering
06.2008 - 05.2011
University Overview
- Graduation with Distinction, 6th Semester, 2011
- 7.75 GPA
Skills
Scripting Languages
Technical Support
Server Management
Document Configuration
Ticket Management
Task Deployment
Incident Management
Software
Active Directory
JIRA
Confluence
Tableau
Power BI
Cherwell Incident Management
ServiceNow
ITIL
Certification
Cisco Certified Network Associate
Timeline
Technician, Application Support
Indigo Books & Music
02.2022 - Current
IT Support Analyst
TD Bank Group
09.2020 - 02.2022
IT Support Specialist
TD Bank Group
07.2019 - 09.2020
Cisco Certified Network Associate
05-2019
Fanshawe College of Applied Arts And Technology
Post Graduate Certificate from Information Security Management
2018.09 - 2019.05 (8 education.months_Label)
Application Development Analyst
Project Cafe Technologies
07.2015 - 07.2017
Gujarat Technological University
Bachelor's in Computer Engineering from Computer Engineering
07.2011 - 04.2014
Gujarat Technological University
Diploma in Computer Engineering from Computer Engineering
06.2008 - 05.2011