Manav Parekh
Toronto,ON
Summary
Results-driven Digital Technician with extensive experience at RedSpark Technologies, delivering exceptional IT support and resolving complex issues. Proficient in system diagnostics and incident management, I enhanced user satisfaction through effective troubleshooting and proactive maintenance. Adept at multitasking, I successfully supported over 500 users, ensuring seamless operations and minimal downtime.
Overview
1
1
year of professional experience
Work History
Digital Technician - Technical Support Technician
RedSpark Technologies
Kisumu, Kenya
09.2022 - 11.2023
- Provided frontline IT support via phone, live chat, email, and in-person interactions to troubleshoot hardware, software, and network issues
- Diagnosed and resolved PC, Mac, printer, and mobile device problems, ensuring minimal downtime for users
- Assisted users with network access issues, including Wi-Fi and VPN troubleshooting
- Performed hardware installations, moves, additions, and changes (IMAC), ensuring proper configuration and testing
- Maintained an internal asset database by tracking IT equipment deployment, repairs, and replacements
- Created and updated IT documentation, troubleshooting guides, and FAQs to enhance self-service capabilities
- Provided incident and problem management support per ITIL principles, escalating complex issues to vendors or higher-level support teams
- Assisted with basic AV troubleshooting and maintenance for meeting room equipment
- Delivered Tier 1 & Tier 2 technical support to over 500 users in a corporate environment
- Resolved issues related to Microsoft Office 365, email configurations, and remote access via VPN
- Conducted routine system maintenance and updates, ensuring optimal performance and security
- Documented and managed support tickets using an incident tracking system, following established SLAs
- Provided end-user training on IT policies and best practices
- Assisted with new employee onboarding, setting up user accounts and configuring workstations
Education
Diploma - Computer Systems Technician
Humber Polytechnic
Toronto, ON, CA04.2025
Skills
- Information security
- Network configuration
- Remote support
- Software installation
- System diagnostics
- Server management
- Virtualization technologies
- Hardware repair
- Operating system expertise
- Wireless networking
- Data recovery
- IT documentation
- Maintenance and repair
- Task prioritization
- Multitasking capacity
- Incident management
- Data center operations
- ITIL processes
- IT infrastructure planning
- System administration
- Ticket management
- Customer success management
Projects
Capstone Project: AttendX – Attendance Management System, Developed an attendance tracking system using PHP and MySQL with facial recognition, enhancing efficiency and security in attendance management.
Leadership Experience
Team Leader, AttendX – Attendance Management System, Managed a five-member team and oversaw all aspects of software development. Coordinated project timelines, delegated tasks, and ensured successful completion within the four-month deadline.
Timeline
Digital Technician - Technical Support Technician
RedSpark Technologies
09.2022 - 11.2023
Diploma - Computer Systems Technician
Humber Polytechnic
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