Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
Hi, I’m

Kruti Suthar

IT Application Support Technician
ON
Kruti Suthar

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 Technologies
Ahmedabad, 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 Technology
London, ON

Post Graduate Certificate from Information Security Management
2018.09 - 2019.05 (8 education.months_Label)

Gujarat Technological University
Gujarat, 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 University
Gujarat, 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

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Software

Microsoft 365

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

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Kruti SutharIT Application Support Technician