SAGAR SUTARIYA
Toronto,ON
Summary
Detail-oriented IT Service Desk Analyst with three years of experience in troubleshooting, system maintenance, application support, and user assistance. Proven ability to resolve technical issues efficiently while maintaining a strong focus on customer satisfaction. Committed to contributing technical expertise and problem-solving skills in a dynamic IT support role, driving system efficiency and enhancing the overall user experience. Dedicated to delivering exceptional service and fostering positive relationships with clients and colleagues.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Canada Revenue Agency
02.2023 - 02.2025
- Resolved 90% of technical support tickets on the first call by diagnosing and addressing hardware, software and network issues.
- Collaborated with cross-functional teams to escalate and resolve complex technical problems ensuring minimal service disruptions.
- Suggested process improvements that reduced ticket resolution time by 15% and enhanced service efficiency.
- Worked in an ITIL & HDI-certified environment, consistently achieving 90+ quality performance scores.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
Service Desk Specialist
Nova Networks
06.2022 - 11.2023
- Streamlined troubleshooting processes for lab management systems (LMS) by creating a comprehensive knowledge base with 100+ articles, empowering the team to resolve issues faster.
- Received a promotion from manager by working as IT Service desk analyst to Level 2 Service Desk Specialist for keep achieving organizational goals every month for continuous 12 months.
- Maintained a 98% customer satisfaction rate while resolving complex technical issues and responding to support requests via phone, email, and ticketing systems following company SLAs.
- Expedited issue resolution through clear communication between end-users, technical teams, and vendors.
- Collaborated with cross-functional teams to identify root causes of recurring issues, implementing long-term solutions that improved overall system stability.
Technology Sales Associate
Staples
05.2019 - 05.2022
- Delivered exceptional customer service by assisting clients with product selection, answering questions about technology products, and providing personalized recommendations based on their needs.
- Supported sales goals by driving revenue growth through upselling and cross-selling compatible accessories, warranties, and service plans.
- Assisted in inventory management, conducting stock checks, processing returns, and placing special orders to meet customer demands.
- Increased technology sales by identifying customer needs and providing tailored solutions.
Education
Advanced Diploma - Computer And Information Sciences
Algonquin College
Ottawa, ON01.2022
Skills
- Effective communicator
- Attentive listener
- Reliable time management
- Conflict Resolution
- Cross-functional collaboration
- Incident Management
- Windows
- Linux
- ServiceNow & BMC Helix
- TCP/IP
- DNS
- DHCP
- LAN/WAN
- VPN
- Microsoft Azure
- VMware & Citrix VDI
- Multi-Factor Authentication (MFA)
- Endpoint Security
- MySQL & SQL Server
- Microsoft 365
- SAP GUI
- MS Intune
- Active Directory
- Ticketing system proficiency
Certification
- ITIL 4 Foundation Trained
- Microsoft Azure Fundamentals (AZ-900)
- HDI Desktop Support Technician (HDI-DST)
Timeline
IT Service Desk Analyst
Canada Revenue Agency
02.2023 - 02.2025
Service Desk Specialist
Nova Networks
06.2022 - 11.2023
Technology Sales Associate
Staples
05.2019 - 05.2022
Advanced Diploma - Computer And Information Sciences
Algonquin College
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