Rahul Haridasan
Toronto,Canada
Summary
Dynamic IT professional with a proven track record at Home Hardware, enhancing POS systems and leading incident management with expertise in ServiceNow ITSM and end-user training. Excelled in configuration management and application support, demonstrating exceptional problem-solving skills and a commitment to improving operational efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Retail System Specialist
Home Hardware
02.2022 - Current
- Retail System Specialist deploying K8 POS software to upgrade existing and new stores.
- Trained store employees in K8 POS software functionality.
- Conducted comprehensive analysis of system capabilities.
- Updated SOP documentation to reflect newly approved functionalities within K8.
- Collaborated with store owners to gather suggestions for process enhancement.
- Played a key role in identifying improvements for the POS system.
IT Analyst
McCarthy Tétrault
10.2021 - 02.2022
- Coordinated hardware and software incidents/service requests while ensuring compliance with the Incident Management process.
- Participated in project initiatives with new application and business plan
- Delivered tailored tutorials for handling technology-related issues.
- Developed and managed comprehensive knowledge base articles using established knowledge management practices.
- Facilitated the resolution of incidents by collaborating with diverse IT teams.
- Supported AML process by coordinating new hires, departures, and relocation efforts.
- Facilitated workshops and demo sessions on new technology.
Technical Analyst
Walmart Corporate
08.2020 - 10.2021
- Managed support for retail store infrastructure, POS systems and operational processes.
- Streamlined efforts to effectively replace outdated applications across multiple locations.
- Engaged with vendors to execute instore project initiatives.
- Managed incident prioritization within Walmart's inventory and replenishment systems.
- Created comprehensive reports covering network usage, store health assessments and P1 incidents.
- Coordinated IMAC requests for hardware installations and upgrades within store.
- Led and facilitated meetings with team members to review root cause analysis of critical incidents.
- Oversaw WAR room operations to ensure seamless incident management.
IT Deskside Support Analyst
Compugen Inc.
12.2018 - 03.2020
- Primarily responsible for providing Second level remote and onsite support to clients, ensuring delivery of client services using ConnectWise and Cherwell ticketing tool
- Assisted users within Citrix interface and performed troubleshooting on it
- Preformed complex hardware and/or software troubleshooting with Windows 10 and Windows 7
- Performed complex moves, adds, changes of Computer equipment and printers
- Assisted users with OS upgrade and data migration from Windows 7 to Windows 10
- Coordinated warranty/post-warranty repair of hardware and peripherals
- Ensured on boarding/off boarding of asset management processes are adhered to
- Fixed and resolved the escalated Level 2/3 support issues
Service Desk Analyst
Compucom Canada Co.
08.2016 - 12.2018
- Worked as Point of Sale (POS) Service Desk Analyst providing second level support through phone, email support for shop employees using POS for daily work role
- Supported Point of Sale equipment such as VeriFone Pinpad terminal, label & receipt printers
- Fixed employees Point of Sale issues and providing appropriate solution in POS environment
- Dispatched updated IT equipment’s to the Point of Sale game store wherever required
- Followed up with employees to provide status updates as per SLA
- Followed all SOP through the effective use of change management
- Supported end users in their use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management), Air watch web application
IT Analyst (IT Incident Management Analyst)
Tata Consultancy Services Pvt. Ltd
09.2014 - 07.2015
- Worked as a Point of Sale Analyst on global E-commerce platform for managing client communications
- Worked as an interface between the client (Toys "R" Us) and company’s internal resources for troubleshooting production defect issues related to point of sale (POS)
- Found the Root Cause Analysis(RCA) for severity 1 and severity 2 issues and preparing reports for it accordingly through BMC Remedy 7.0 tool
- Prepared Excel sheet reports on incidents generated in a week
- Prepared reports from raw extracted data, and modify reports as per client’s requirements
- Maintained constant communication with the team on key client-specific technology performance indicator such as Metrics, Key Performance Indicators, and Service Level Agreement and deliver performance based on these indicators
- Worked collaboratively with respective teams to understand and set client’s expectations, and resolve technology issues satisfactorily
Consultant (Team Lead - Service Desk Incident Management)
Capgemini Consulting Pvt. Ltd
11.2011 - 08.2014
- Worked as an IT Consultant using ITIL ticketing tools such as BMC Remedy and Amdocs Clarify CRM, IBM Maximo
- Monitored and managed the schedules of the Technical Support team, as well as prepared weekly and monthly reports
- Had an exposure on working with MDM, especially with Airwatch server
- Had experience working with office 365 application
- Coordinated with Change Management and Problem Management teams for dealing with and resolving priority cases
- Adhered to Incident Management protocol when dealing with priority calls, especially P1 issues
Senior Service Desk Associate
Allied Digital Service Ltd.
10.2010 - 11.2011
- Identified abnormal activity related to networks for logging incidents via call / E-mail / Chat process
- Facilitated the Service Desk in migrating projects from onshore to off-shore site
- Handled dissatisfied customers and unresolved issues with our Escalation team
- Carried out testing & implementation of pilot projects prior to go-live in a production environment
- Constantly tracked the SLA’s of incidents to ensure timely closures / resolutions
- Functioned as a SPOC for handling all escalations, cases, and ticket audits
FMS Engineer
CMS Infosystem Pvt. Ltd.
08.2008 - 10.2010
- Carried out regular installation and maintenance of Desktops and Laptops, including software and Operating System related issues
- Performed periodic backup of data of File & Application servers through NT Backup
- Created domain user accounts & granted permissions to shared folders
- Installed and configured MS Outlook 2003/2007 mail clients, and Oracle software
- Maintained inventory of PCs, printers and other computer peripherals
Education
ITIL Intermediate - Service Operation -
EXIN
12.2015
ITIL V3 Foundation -
EXIN
07.2012
Bachelor of Engineering -
Information Technology
06.2008
Skills
- Incident management
- Configuration management
- Application support
- End-user training
- Point Of Sale Expertise
- ServiceNow ITSM Experience
- AirWatch Management
- Skilled in Office 365 Tools Management
- Windows 11 User Expertise
- Citrix Application Support
Certification
- ITIL V3 Foundation
- ITIL Intermediate Certified in Service Operations
Timeline
Retail System Specialist
Home Hardware
02.2022 - Current
IT Analyst
McCarthy Tétrault
10.2021 - 02.2022
Technical Analyst
Walmart Corporate
08.2020 - 10.2021
IT Deskside Support Analyst
Compugen Inc.
12.2018 - 03.2020
Service Desk Analyst
Compucom Canada Co.
08.2016 - 12.2018
IT Analyst (IT Incident Management Analyst)
Tata Consultancy Services Pvt. Ltd
09.2014 - 07.2015
Consultant (Team Lead - Service Desk Incident Management)
Capgemini Consulting Pvt. Ltd
11.2011 - 08.2014
Senior Service Desk Associate
Allied Digital Service Ltd.
10.2010 - 11.2011
FMS Engineer
CMS Infosystem Pvt. Ltd.
08.2008 - 10.2010
ITIL Intermediate - Service Operation -
EXIN
ITIL V3 Foundation -
EXIN
Bachelor of Engineering -
Information Technology
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