Nidhiben Oza

• Provide first-level technical support to Government of Alberta employees for hardware, software, and network issues
• Support users via inbound calls, ticketing systems, chat, and email with timely follow-ups
• Log, triage, troubleshoot, and resolve incidents and service requests using ServiceNow and BERNIE
• Install, configure, maintain, and update desktop applications and operating systems
• Perform password resets, MFA administration, and basic security incident identification
• Diagnose and resolve Windows and Microsoft 365 issues; perform routine system maintenance
• Escalate complex incidents to next-level support teams and coordinate resolution
• Use Active Directory for user account management and authentication
• Follow ITIL-based service delivery processes and suggest process improvements
• Document solutions and contribute to the IT knowledge base and end-user documentation
• Ensure compliance with security policies to protect sensitive information

• Kept customers informed of progress throughout the issue lifecycle and made follow-up calls or communications in a timely manner to ensure transparency and satisfaction.
• Assisted team members by providing support and solutions to customer queries, aligning efforts with company objectives.
• Maintained up-to-date knowledge of company products and services to enhance customer support and service solutions.
• Gathered customer and technology information to determine the appropriate technical support level, elevating calls to the necessary support tier when required.

• Planned new initiatives and expanded the existing network infrastructure.
• Provided consistent solutions to issues such as traffic congestion, infrastructure
upgrades, and routine troubleshooting.
• Documented solutions and prepared blueprints for network-related issues.
• Installed the required hardware and software.
• Created backups for all systems.
• Monitored overall system performance.

• Operated, monitored, and maintained automated test machines to ensure efficient and uninterrupted production testing
• Executed functional and in-circuit testing (ICT) to validate PCB performance against design specifications
• Analyzed test results to identify defects, component failures, and process deviations
• Troubleshot PCB failures at board and component level using schematics, test logs, and diagnostic tools
• Performed root cause analysis on recurring test failures and implemented corrective actions
• Calibrated, configured, and updated test fixtures, scripts, and parameters to improve accuracy and reliability
• Collaborated with manufacturing, quality, and engineering teams to resolve production and test issues
• Implemented continuous improvements to testing processes, reducing false failures and improving yield