Nithin Goud
Montreal,QC
Summary
Experienced Desktop System Analyst with over five years of expertise in providing end-user device provisioning, managing hardware and software installations, and troubleshooting technical issues. Proficient in working with Windows desktop platforms, network configurations, and IMACD activities. Adept at improving system performance, ensuring network security, and delivering exceptional customer service. Proven ability to manage multiple projects efficiently within fast-paced environments. Seeking to leverage my skills and experience to contribute to the success of your team.
Overview
6
6
years of professional experience
Work History
Desktop Support Engineer
Connexall
Toronto, ON
01.2023 - Current
- Managed end-user device provisioning tasks for various branch and tower activities, including desktop hardware and branch peripherals such as cash recycling units, thermal printers, cheque scanners, and pinpads.
- Fulfilled provisioning requests for desktop/laptop install, move, add, change, delete (IMACD) activities, ensuring timely and efficient service delivery.
- Updated backend database and host configurations for end-user devices, maintaining accurate and up-to-date records to support asset management and compliance requirements.
- Followed established testing protocols for core business applications and peripherals to ensure smooth deployment and minimize post-deployment issues.
- Collaborated with internal and external partners, including on-site technicians, to provide comprehensive services and support, ensuring effective communication and coordination.
- Utilized ServiceNow workflow to manage and assign requests, identify opportunities for improvement, and streamline the provisioning process.
- Provided detailed costing and work effort estimates for various project requests, assisting in project planning and resource allocation.
Desktop Support Engineer
Entrust
Ottawa, ON
07.2021 - 12.2022
- Provided technical support for hardware and software issues, ensuring minimal downtime for end-users and maintaining high levels of customer satisfaction.
- Conducted installations, configurations, and upgrades of desktop hardware and software, including operating systems, business applications, and security updates.
- Managed user accounts and permissions using Active Directory, ensuring proper access control and compliance with company policies.
- Diagnosed and resolved network connectivity issues, including DHCP and DNS problems, to ensure stable and reliable network performance.
- Delivered user training and created documentation for common issues and resolutions, empowering end-users to resolve minor issues independently.
- Implemented and maintained network and domain technologies, ensuring secure and efficient operation of IT infrastructure.
- Handled escalations and managed customer expectations in a professional manner, providing timely and effective resolutions to complex issues.
Desktop Support Engineer
Accenture
Hyderabad,Telangana,India
01.2018 - 01.2020
- Assisted in the deployment and maintenance of desktop hardware and software across the organization, ensuring all devices were up-to-date and functioning correctly.
- Conducted routine maintenance and updates on user workstations and peripherals, preventing potential issues and extending the lifespan of equipment.
- Provided support for network issues, ensuring stable and secure connectivity for all users, and resolving connectivity problems promptly.
- Collaborated with the IT team to develop and implement effective support strategies, improving overall service delivery and efficiency.
- Maintained detailed logs of all service requests and resolutions, tracking recurring issues and identifying areas for improvement.
- Supported the rollout of new technologies and applications, ensuring smooth transitions and minimal disruption to end-users.
- Created and updated technical documentation, providing clear and comprehensive guides for IT staff and end-users.
Education
PGDM - Business Intelligence Analytics
Montreal College of Information And Technology
Montreal, QC07.2021
Bachelor of Science - Electronics And Communication Engineering
Gurunanak Institutions Technical Campus
Hyderabad,India05.2018
Skills
- Data Backup and Recovery
- Windows Operating System
- Remote Desktop Support
- End-user support
- Application installations
- Help Desk Experience
- Ticketing system proficiency
- Technical Support
- Operating System Knowledge
- Active Directory Management
- System Administration
- Issue Resolution
- IT security protocols
- Remote Diagnostics
- Hardware diagnostics
Timeline
Desktop Support Engineer
Connexall
01.2023 - Current
Desktop Support Engineer
Entrust
07.2021 - 12.2022
Desktop Support Engineer
Accenture
01.2018 - 01.2020
PGDM - Business Intelligence Analytics
Montreal College of Information And Technology
Bachelor of Science - Electronics And Communication Engineering
Gurunanak Institutions Technical Campus