Summary
Work History
Education
Skills
Timeline
Languages
Education Certifications
Overview
AssistantManager
Ronak Gupta

Ronak Gupta

Senior Service Desk Analyst
Toronto,ON

Summary

Results-driven Senior Service Desk Analyst with over 4 years of experience providing high-quality IT support and resolving complex technical issues. Proven ability to streamline IT operations, manage large-scale projects, and support business transitions, mergers, and acquisitions. Exceptional communication skills and in-depth expertise in ServiceNow, SCCM, Active Directory, and Microsoft Azure. Dedicated to enhancing IT efficiency through automation and process improvement, ensuring optimal performance and customer satisfaction.

Work History

Senior Service Desk Analyst

Doane Grant Thornton LLP
12.2021 - Current
  • Manage 200+ incident tickets monthly via ServiceNow, ensuring timely resolutions and minimal downtime
  • Lead IT support during business transitions, mergers, and acquisitions, enabling seamless system integration
  • Provide comprehensive hardware, software, and network support across 10+ Ontario offices
  • Train and mentor new employees and interns, strengthening team capabilities and reducing onboarding time
  • Oversee large-scale IT projects, including lease return initiatives, collaborating with vendors and stakeholders
  • Improved workflow efficiency, reducing ticket escalations by 25% through advanced troubleshooting and process enhancements

Telecommunications Technician

Linkon Communication Under Contract With Rogers
07.2021 - 12.2021
  • Installed and configured new devices and system components.
  • Efficiently troubleshot fiber-optic connections resulting in quicker restoration of services following outages.
  • Installed and repaired network cabling, hardware and software to maximize operational efficiency.
  • Monitored and performed maintenance on telecommunications systems to facilitate optimal performance.

Education

Computer Systems Technician - Networking

Centennial College
Toronto

Google IT Support Professional Certificate -

NPOWER Canada
Toronto

Microsoft Azure Fundamentals -

Microsoft
Toronto

Skills

  • ServiceNow
  • SCCM
  • VDI
  • ScreenMeet
  • Office 365
  • Windows OS
  • Active Directory
  • Microsoft Azure
  • Project Management
  • MDM
  • Microsoft Azure Fundamentals

Timeline

Senior Service Desk Analyst

Doane Grant Thornton LLP
12.2021 - Current

Telecommunications Technician

Linkon Communication Under Contract With Rogers
07.2021 - 12.2021

Computer Systems Technician - Networking

Centennial College

Google IT Support Professional Certificate -

NPOWER Canada

Microsoft Azure Fundamentals -

Microsoft

Languages

English
Full Professional
Hindi
Native or Bilingual
Gujarati
Native or Bilingual

Education Certifications

  • Centennial College, Toronto, Canada, Computer Systems Technician – Networking
  • NPOWER Canada, Toronto, Canada, Google IT Support Professional Certificate
  • Microsoft, Toronto, Canada, Microsoft Azure Fundamentals

Overview

4
4
years of professional experience

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Ronak GuptaSenior Service Desk Analyst