Naresh Ahuja
Saskatoon
Summary
Forward-thinking, solutions-oriented, organized, and results-driven System Analyst with over 6 years of professional work experience in the field of Information Technology Infrastructure with proven abilities towards focusing on business efficiency and operational improvement. Possessing strong analytical, problem-solving, and time management skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
SERVICE DESK ANALYST
EHealth Saskatchewan
05.2023 - Current
- Actively listening to customers' requests, confirming full understanding before addressing concerns.
- Working with customers to understand needs and provide excellent service.
- Developing team communications and preparing information for meetings.
- Conducting research, gathering information from multiple sources, and presenting results.
- Performing account management and maintenance for various applications and systems, including creating or modifying user accounts, managing permissions, and performing password resets.
- Resolving technical issues for customers by identifying root causes and supporting clients remotely using SCCM.
- Communicating with customers across all levels of technical and non-technical skill sets.
- Responding to technical support requests from end-users via phone, email, and ticketing system, resolving issues promptly to ensure customer satisfaction.
- Diagnosing and resolving software, hardware, and network problems by employing advanced troubleshooting skills and leveraging technical knowledge.
- Documenting and tracking support requests using incident management tools, maintaining accurate and up-to-date records of all interactions.
- Collaborating with cross-functional teams to escalate and resolve complex technical issues, ensuring timely resolutions and minimal operational impact.
- Assisting in software installations, upgrades, and patches, ensuring seamless integration and compliance with licensing agreements.
- Managing user accounts with a focus on access control, password resets, and profile management, while ensuring adherence to security protocols.
- Contributing to the development and maintenance of the knowledge base by creating and updating technical documentation, FAQs, and troubleshooting guides.
- Installing, modifying, and repairing computer software to maintain optimal functionality and user satisfaction.
- Providing first-line technical support by responding to user inquiries via phone, email, and ticketing systems.
- Actively listening to customers' issues to ensure accurate diagnosis and resolution of technical problems.
- Performing account management tasks, including creating, modifying, and disabling user accounts, managing permissions, and resetting passwords.
- Troubleshooting hardware, software, and network issues, leveraging strong analytical skills and technical expertise.
- Guiding users through resolution steps for common technical issues and documenting processes for recurring problems.
- Escalating complex issues to higher support levels while ensuring timely follow-up with the user.
- Documenting and updating incidents in the ticketing system to ensure accurate tracking and reporting.
- Installing and configuring software applications and ensuring proper licensing and compatibility with systems.
INFRASTRUCTURE ANALYST
Ontario Lottery and Gaming
02.2022 - 02.2023
- Responding to system incidents, problems, and escalations, assign ticket Severity, prioritizing work accordingly, and collaborating with other team Members and vendor support resources to resolve issues, ensuring services Delivered within agreed-upon SLAs
- Performing daily system monitoring, verifying the integrity and availability of Systems hardware, reviewing event logs, and verifying completion of scheduled jobs, such as backups
- Applying operating system updates, patches, configuration changes and Performance tuning
- Providing solutions through Group Policies to manage, secure and enhance Litens assets and applications
- Managing Active Directory lifecycle activities, Operating system upgrades and hardware replacements
- Managing Domain Controllers, adding additional DCs when required
- Creating and managing Organizational Units and User Objects
- Creating and administering role-based management security groups
- Maintaining secure systems and address vulnerabilities via Group Policy Management
- Advising Senior managers on policy, process, and technology gaps related to IAM issues and needs across projects and operations
- Consulting and providing Active Directory integration guidance for application teams
- Configuring and administration of DNS server role as well as DHCP server role
- Reviewing and approving configurations for DHCP, DNS and Active Directory topology requests
- Identifying and implementing improvements needed in Active Directory architecture
- Configured Microsoft Azure Active Directory Connect with on premise Active Directory
- Configured Microsoft Azure Conditional Access rules based on company security policies and best practices in the environment
- Configuration of Password Resets and Self-Service Password Resets in Microsoft Azure
- Administration and monitoring of Multi-Factor Authentication (MFA)
- Configured and managed group-based licensing by job classes to maximize cost savings
- Developed structured Directory Services that increased reliability and used as authentic source of company information
- Automated tasks to reduce labor costs and increase productivity
- Setting up, maintaining, and continuously improving Hyper converged environments, Windows, Citrix and Virtualization Desktop Infrastructure including master image maintenance, monitoring and management solutions
- Installing, configuring, and administering latest versions of Operating Systems, including Windows Server (2012R2, 2016 and 2019) as well as Client Operating System (Windows 10/11)
- Managing incidents and developing change requests including implementation, communication, testing and back out plans following ITIL framework
- Managing and liaising with service providers, vendors, and external consultants to procure and maintain services according to established policies and procedures
DESKSIDE SUPPORT SPECIALIST
Manulife
11.2020 - 02.2022
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Worked with customers to understand needs and provide excellent service
- Developed team communications and information for meetings
- Conducted research, gathered information from multiple sources and presented results
- Performed account management and maintenance for various applications and systems, create or modify user accounts and permissions, and perform password resets
- Resolved technical issues for customers: identify the causes, support the client remotely using SCCM
- Communicated with customers at all levels of technical and non-technical skills set
- Installed, modified, and repaired computer software
- Imaging the bare metal laptop, configure the phones
- Asset management by Service Now
- Support the IT admin with the configuration and administration of MS SQL, Azure virtual environment
- Supports network services by troubleshooting connectivity issues
- Tracks, escalates, follows up and resolves system issues with service providers
- Supports the configuration of enterprise IT solutions as directed by management
- Performed troubleshooting and provided support for a variety of technologies including: Server administration, VMware, Active Directory, Microsoft Exchange, Office 365, Citrix, all the way to end-user workstations, VoIP phone systems and mobile devices
- Assisted in managing, planning, implementing and maintaining Network, Security and Backup strategies
- Monitored the performance of the company's desktop infrastructure and make suggestions for improving efficiency
- Evaluated applications and software patches for desktop applications to see if they will solve desktop issues
- Configuring mail flow rules and creating Shared Mailboxes as well as public folder mailboxes
- Creating and managing Teams in Microsoft Teams, policies and managing user policies
- Managing Messaging Policies and Establishing Calling Policies in Microsoft Teams
- Managing External Access and Guess Access in Microsoft Teams
- Managing corporate SharePoint Sites, assigning permissions to users/ groups to access and manage sites
- Creating Data Loss Prevention Alert policy
- Configuring Document Retention and Deletion Policies
- Deployment of Virtual Machines (Servers and Client Operating Systems)
- Enabling Auto-scaling and Creating rules
- Creating and administering of Storage accounts
- Administering Virtual Networks and Public IP Addresses
- Administering Network Security Groups
- Creating and administering Health Probes and Load Balancing Rules
- Creating and Configuring Routing Tables
- Configuring and administration of Disaster Recovery
- Creating and administering backups for Azure Files, Folders and File Share
- Configuring Single Sign On Group Policy for Microsoft Azure Active Directory
- Configuring and administering Conditional Access Policies
- Configuring Citrix Delivery Controller
- Installing Citrix Virtual Delivery Agent, Citrix Store Front and Citrix Workspace
- Creating Machine Catalog and Delivery Groups
- Provided 2nd/3rd level support to on and off-site employees, in person and remotely
- Monitored and investigated of running systems ensuring efficiency and discovery of any issues that might be occurring but has not created error messages
- Performed installation, configuration and ongoing usability of desktop hardware and software
- Managed, supported, maintained and deployed Windows Servers and Windows desktops
- Acquired hardware and software assets in a timely manner to ensure deployment timelines are met
HELP DESK TECHNICIAN
Vecima Networks
06.2018 - 11.2020
- Patched software and installed new versions to eliminate security problems and protect data
- Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation, and comprehensive support
- Introduced cloud infrastructure and managed tools to create and manage virtual server computing environment
- Established network specifications and analyzed workflow, access, information and security requirements
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
- Accurately & timely logging of problems & resolutions for assigned tickets
- Follow-up with end users to provide status updates as per service level guidelines
- Independently investigating and implementing solutions to technical issues
- Spot recurring technical issues and deploy solutions to address the root of the problems
Education
Diploma - Infrastructure Analyst
NetSoft College of Technology
Mississauga, ON01.2022
Diploma - Infrastructure Analyst
SZALBIST
09.2013
Bachelor of Science -
Shah Abdul Latif University
Khairpur, Sindh05.2003
Skills
- Microsoft Active Directory
- M365 Apps
- Installation and Configuration
- Mobile Device Management
- Microsoft 365 Enterprise
- Migration of Windows to Cloud
- Windows Server Management/Administration 2008
- Windows Server Management/Administration 2012
- Windows Server Management/Administration 2016
- Windows Server Management/Administration 2019
- Windows Desktop Management/Administration
- SCCM
- VMware VSphere
- Asset and Inventory Management
- Microsoft Azure Administer
- Active Directory Management
- Microsoft Configuration Manager
- Windows Patching
- Microsoft Intune
- Citrix
- Service Now
Certification
- Microsoft Azure Administrator Associate (AZ-104)
- Microsoft 365 certified Enterprise Administrator
- Microsoft 365 Mobility and Security (MS-101)
- Microsoft Teams Administrator Associate (MS-700)
- Citrix Certified Associate - Virtualization (CCA - V)
Timeline
SERVICE DESK ANALYST
EHealth Saskatchewan
05.2023 - Current
INFRASTRUCTURE ANALYST
Ontario Lottery and Gaming
02.2022 - 02.2023
DESKSIDE SUPPORT SPECIALIST
Manulife
11.2020 - 02.2022
HELP DESK TECHNICIAN
Vecima Networks
06.2018 - 11.2020
Diploma - Infrastructure Analyst
SZALBIST
Diploma - Infrastructure Analyst
NetSoft College of Technology
Bachelor of Science -
Shah Abdul Latif University
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