Parghat Jandu
Winnipeg
Summary
IT Specialist with Expertise in Systems Administration, Support, and Service Improvement
Highly skilled IT professional with extensive experience in systems administration, technical support, and customer service. Proficient in managing and troubleshooting diverse IT environments, including Microsoft Azure, Active Directory, Microsoft Intune, and VMware. Strong background in supporting Windows, Mac, Linux, and Chrome OS platforms, with expertise in mobile device management (MDM) and cloud services such as OneDrive, SharePoint, and G-Suite. Adept at leading projects, managing incident resolutions, and optimizing business processes. Demonstrates exceptional communication, multitasking, and organizational skills with a focus on delivering top-tier customer service and fostering team development. Experienced in administering security tools, supporting SaaS applications, and contributing to automation and service improvements to enhance productivity and performance.
Overview
10
10
years of professional experience
Work History
IT Service Desk Technician
Red River Polytechnic College
11.2023 - Current
- Managed IT Infrastructure: Administered Azure, Active Directory, and Intune to oversee identity management, device compliance, and endpoint security.
- Technical Support: Provided hardware and software support, including troubleshooting, upgrades, and configuration for staff and students.
- System Administration: Performed server, OS, and database installation, configuration, and maintenance to ensure system reliability and performance.
- User and Access Management: Created and managed user accounts, group memberships, and licensing for seamless operations.
- Hardware Maintenance: Installed and upgraded hardware components like RAM and storage to optimize performance and extend device lifecycle.
Field Service Technician
AVASO Technologies
08.2023 - 12.2024
- Technical Support: Provided on-site troubleshooting for hardware, software, operating systems, and peripherals, ensuring adherence to warranty and security compliance.
- Software and Device Management: Installed and resolved issues for business applications, Office 365 suite, Apple mobile devices, and VOIP/telephony equipment.
- Enterprise Hardware Assistance: Supported activities with racks, patch panels, servers, and networking devices under remote team guidance.
- Incident Management: Handled incidents and service requests via a ticketing system, ensuring resolution within SLA timelines and maintaining high user satisfaction.
- Knowledge Sharing and Improvements: Reviewed KB articles, trained L1 resources, and contributed to automation and service enhancements.
IT Service Specialist
Milestone Technologies
10.2021 - 04.2023
- Comprehensive IT Support: Delivered day-to-day onsite and global IT support for Mac, Windows, Linux, and Chrome OS platforms, addressing issues via ServiceNow and JIRA.
- System Administration: Managed mobile devices, internal tools, and platforms such as Azure, Google Workspace, BetterCloud, and Adobe Admin Console; administered tools like 1Password and supported distributed systems.
- Employee Onboarding: Led large-scale onboarding projects, including orienting 1800 new hires within 3 days, and provided access to tools based on roles and requirements.
- Technical Upgrades and Maintenance: Installed and upgraded hardware and software, resolved system errors, and ensured optimal performance through recovery operations and regular updates.
- Knowledge Sharing and Optimization: Educated users on system capabilities, enhanced productivity through internal IT system improvements, and contributed scripting skills in Python and JavaScript for automation tasks.
Senior Technical Analyst
Dell International Service India Pvt. Ltd.
05.2018 - 09.2021
- Technical Support and Troubleshooting: Provided end-user support for Windows systems, MS Office applications, and OS installations; resolved issues efficiently via ServiceNow (Salesforce).
- Process Improvement and Training: Organized training plans, recorded instructional videos, and mentored new hires, enhancing team productivity and ensuring smooth adoption of new tools like 'InGenius.'
- Customer Service Excellence: Delivered superior customer service by actively listening to concerns, handling escalation calls, and resolving issues to boost customer satisfaction.
- System Administration and Reporting: Reviewed internal systems, developed detailed reports, and supported servers, storage devices, and basic internet technologies.
- Team Collaboration: Developed team communications, contributed to meetings, and implemented standardized training methods to close process gaps.
IT Helpdesk Representative
Unisys India Pvt Ltd
12.2015 - 11.2017
- Provided expert support for Microsoft end-users, troubleshooting and resolving issues with MS Office, Outlook, Skype for Business, OneDrive, SharePoint, and VPNs, while delivering exceptional customer service.
Technical Associate
Tech Mahindra Pvt Ltd
03.2015 - 11.2015
- Provided technical support for Verizon internet services, troubleshooting router, setup box, and connectivity issues while ensuring customer satisfaction through effective problem resolution and communication.
Education
12th: Intermediate -
Narayana Junior College
Hyderabad, Andhra Pradesh01.2010
SSC board - undefined
Board of secondary education, St. Meera's Grammar High School
Hyderabad, Andhra Pradesh01.2008
Skills
- Technical Support & Troubleshooting: OS support (Windows, Server, Mac, Linux, Chrome OS), hardware repair, and end-user troubleshooting
- Customer Service & Client Support: Excellent communication and customer service skills with a focus on client satisfaction and issue resolution
- IT Systems Administration: Experience with Microsoft Azure, Active Directory, Microsoft Intune, VMware Systems, SQL Databases, and cloud platforms like G-Suite and OneDrive
- Mobile Device Management (MDM): Administration and support for mobile devices using tools like Apple Business Manager, Microsoft Intune, and DUO
- Collaboration & Productivity Tools: Proficient in Microsoft Teams, SharePoint, Slack, Box, Adobe, and other SaaS solutions
- Project Management & Documentation: Experienced in using tools like Asana, Atlassian, and GitHub for project tracking and documentation
- Security & Authentication: Administering security tools such as Microsoft Authenticator, OKTA, DUO, and managing user access and authentication
- Virtualization & Cloud Services: Familiarity with Virtual Machines (VMware), cloud platforms (Azure, Better Cloud), and SaaS environments
- Leadership & Training: Strong leadership skills, training & mentoring L1 resources, and overseeing employee onboarding and development
- Time Management & Multitasking: Excellent organizational abilities, adept at managing multiple tasks and responsibilities effectively
- Data Management & Reporting: Data handling, creating knowledge base articles, and generating detailed reports for IT and business decision-making
- End-User Support & Experience: Hands-on experience in delivering IT support, guiding users through new system features, and enhancing overall user experience
Certifications
- CompTIA A+ Certified Technician
- Service Lightning InGenius
- MCSA: Server 2016 and 2019 (Trained)
Disclaimer
I hereby declare that all the information provided above is accurate to the best of my knowledge.
Timeline
IT Service Desk Technician
Red River Polytechnic College
11.2023 - Current
Field Service Technician
AVASO Technologies
08.2023 - 12.2024
IT Service Specialist
Milestone Technologies
10.2021 - 04.2023
Senior Technical Analyst
Dell International Service India Pvt. Ltd.
05.2018 - 09.2021
IT Helpdesk Representative
Unisys India Pvt Ltd
12.2015 - 11.2017
Technical Associate
Tech Mahindra Pvt Ltd
03.2015 - 11.2015
SSC board - undefined
Board of secondary education, St. Meera's Grammar High School
12th: Intermediate -
Narayana Junior College
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