Deepak Pandey
Vernon,BC
Summary
Post Graduate professional and a savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments across all sizes of organizations.
Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Bringing 8-year experience in technology, business and customer satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
NOC Technician
Hut 8
02.2023 - Current
- Enhanced network performance by monitoring and troubleshooting system issues and outages.
- Reduced downtime for clients by providing timely resolution of technical problems.
- Ensured smooth network operations by configuring and maintaining hardware, software, and other related components.
- Collaborated with team members on network upgrades and expansions, resulting in increased efficiency and productivity.
- Optimized equipment performance by performing routine maintenance tasks such as firmware upgrades.
- Identified areas needing improvement within the NOC environment through ongoing audits of systems and processes.
Desktop Support Analyst
BC Hydro
03.2023 - 11.2023
- Provided on-site and remote technical support to users.
- Directly supported in-house service ticket software for non-emergency user-related issues.
- Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
- Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
- Installed new hardware and software, patched systems and configured settings.
- Coordinated with vendors to obtain necessary components and maintain smooth operations.
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
- Troubleshot various technical issues dealing with printers, network and phone systems.
- Maintained servers and systems to keep networks fully operational during peak periods.
IT Support Technician
Human IT Company (Formerly CPG Systems Inc.)
03.2021 - 12.2022
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Monitored systems in operation and input commands to troubleshoot areas.
- Used ticketing systems to manage and process support actions and requests.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and VOIP.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
- Identified potential sales and cross-selling opportunities in course of delivery of support services.
- Managed various MS admin portals, e.g. Endpoint security, Exchange, 0365, Teams, Sharepoint etc.
Information Technology Support Technician
DMV IT Solutions & Jobskillshare (Partnership Program) · Internship
11.2020 - Current
- Managed virtual IT labs for students
- Create and Configure new machines using Hyper-V and VMware
- Respond to level 1 issues using ticketing system
- Work with trainers on learning management system (LMS)
- Publish technical documentation for students.
- Moderate technical forums
Dealer
Chances Casino
11.2017 - 01.2020
- Welcomed customers and determined customer needs by asking relevant questions and listening actively to responses.
- Maintained fast game pace by handling chips, cards, money and gaming equipment efficiently.
- Built relationships with customers to increase likelihood of repeat business.
Computer Technician/ Sys Admin
Vijya Raje Women's College
04.2015 - 05.2017
- Server Administration (DHCP, DNS, AD, File and Print Sever)
- Installed, Replaced, updated and configured various hardware components (Computers, Printers, Network Devices)
- Permission and Access management
- Firewall Management
- Onsite/Offsite Backup
- OS Deployment and troubleshooting
- Application installation and troubleshooting
- Virtualization
- Explained technical information in clear terms to promote better understanding for non-technical users
Education
Post-Degree Diploma (2 Years) - Business Management Specialization in Information Technology
Northern Lights College
Fort St. John, BCBachelor of Technology (4 Years) - Information Technology
Punjab Technical University
Jalandhar, IndiaCollege Diploma (3 Years) - Computer Science And Engineering
Punjab Board of Technical Education
Punjab, IndiaSkills
- Soft Skills
- Information Technology
- Project management
- VOIPs
- Networking
- RMM tools
- Ticketing System
- System Administration
- Cloud Computing
- Time Management
- Virtualization (Hyper-V and VMware)
- Security and Monitoring
- Firewalls (Sophos, Fortigate)
- VPN
- M365
Certification
Microsoft Certified System Expert (MCSE), Sophos Certified Engineer, First Aid
Strengths
Fast Learning, Optimism, Friendliness, Ethics and Morale, Respectfulness and Politeness
References
Available on request!
Timeline
Desktop Support Analyst
BC Hydro
03.2023 - 11.2023
NOC Technician
Hut 8
02.2023 - Current
IT Support Technician
Human IT Company (Formerly CPG Systems Inc.)
03.2021 - 12.2022
Information Technology Support Technician
DMV IT Solutions & Jobskillshare (Partnership Program) · Internship
11.2020 - Current
Dealer
Chances Casino
11.2017 - 01.2020
Computer Technician/ Sys Admin
Vijya Raje Women's College
04.2015 - 05.2017
Post-Degree Diploma (2 Years) - Business Management Specialization in Information Technology
Northern Lights College
Bachelor of Technology (4 Years) - Information Technology
Punjab Technical University
College Diploma (3 Years) - Computer Science And Engineering
Punjab Board of Technical Education
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