Mithila Mirani
Etobicoke,ON
Summary
Client-focused IT support professional with hands-on experience resolving hardware, software, and connectivity issues, managing identities, and supporting SaaS/business apps. Known for clear communication, careful documentation, and timely follow‑through across ticket lifecycles (intake → diagnose → resolve/escalate → close). Comfortable collaborating with cross-functional teams to reduce downtime, improve user satisfaction, and enhance process efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Desk Analyst (Contract)
Protovative Consultancy
Toronto, Ontario
12.2023 - 07.2025
- Provided first-line support via phone, chat, and email for end users, triaging incidents and service requests with consistent SLA compliance.
- Performed account administration in Active Directory (user provisioning, group membership, password resets) and resolved common access issues.
- Diagnosed and resolved hardware, software, and network problems (Outlook, Teams profile issues, VPN, RDP connectivity, printer, and scanner faults), minimizing downtime.
- Logged, prioritized, and tracked tickets in ITSM tools; wrote concise resolution notes, and contributed articles to the knowledge base to speed future fixes.
- Collaborated with second-line engineering teams on escalations, providing complete replication steps and impact summaries for rapid turnaround.
IT Support Specialist
Choggmal & Co
Mumbai, India
10.2021 - 04.2023
- Served as the first point of contact for 50–70 staff for Windows/M365, printers, VPN/RDP; resolved tickets end-to-end with clear notes and SLA focus.
- Managed AD user lifecycle (joiners/leavers, group access, password resets), and basic M365 admin; enforced least privilege and MFA hygiene.
- Managed Active Directory user lifecycle (joiners/leavers, group access, password resets), and basic M365 admin; enforced least privilege, and MFA hygiene.
- Troubleshot Outlook/Teams issues, network/DNS hiccups, and workstation/peripheral faults; coordinated vendor repairs, and escalations as needed.
- Assisted in setting up new workstations and configuring software applications.
- Authored quick-reference SOPs and how-tos; reduced repeat incidents by improving the knowledge base and onboarding checklists.
Junior Accountant
Choggmal & Co
Mumbai, India
03.2019 - 09.2021
- Coordinated with the clients to gather the necessary information, bills, and receipts required for income tax returns and Goods & Services Tax returns.
- Created financial records and statements, managed client accounts, and maintained general ledgers using computerized bookkeeping software.
- Gathered details related to foreign remittance, as well as completed and submitted the remittance forms.
- Managed the client's billing and payment collection, as well as their accounts payable and receivable.
- Assessed and reconciled bank accounts, resolving any anomalies.
- Managed the reconciliation of several inter-company accounts, and verified the accuracy of all financial entries.
- Prepared balance sheets, income, and expenditure statements for companies, partnership firms, Limited Liability Partnerships (LLP), trusts, and proprietors.
- Prepared and submitted income tax returns and Goods and Services Tax returns (GSTR-1 and GSTR-3B).
- Conducted stock audits and assisted in the audits of nationalized banks.
Education
Bachelor of Commerce - Accounting And Finance
Mumbai University
India04-2017
Skills
- Operating systems and tools: Windows 10/11, basic Linux, Microsoft 365 (Outlook, Teams, SharePoint), and remote tools (TeamViewer, AnyDesk, Zoom)
- Networking and access: TCP/IP, DNS, DHCP, LAN/WAN fundamentals, VPN basics, routers, switches, firewalls, server configurations, RDP/SSH, printers, and scanners, MFA/device enrollment
- Identity and administration: Active Directory user and group administration, account unlocks and password resets, permissions and access reviews, and Azure AD familiarity
- ITSM and collaboration: ServiceNow/Zendesk/JIRA ticketing, SLA awareness, knowledge base contributions, incident/request tracking, and clear escalation notes
Certification
- CompTIA Network+ -In Progress
- Google IT Support Professional - In Progress
Timeline
Service Desk Analyst (Contract)
Protovative Consultancy
12.2023 - 07.2025
IT Support Specialist
Choggmal & Co
10.2021 - 04.2023
Junior Accountant
Choggmal & Co
03.2019 - 09.2021
Bachelor of Commerce - Accounting And Finance
Mumbai University
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