Saleem Dhanani
Toronto,ON
Summary
Dynamic Senior IT Analyst with Deloitte Canada, recognized for leading the deployment of 5000+ devices and achieving top-tier ticket resolution performance. Proficient in IT asset management and customer support, I created over 22 knowledge base articles, enhancing operational efficiency and reducing support load significantly. A collaborative mentor, I drive team success through training and technical guidance.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior IT Analyst
Deloitte Canada
07.2025 - Current
- Led deployment of 5000+ laptops and MacBooks across multiple Deloitte offices.
- Managed 9 contractors to complete docking station upgrades across 5 GTA offices.
- Consistently ranked in the top 3 out of 55 analysts in ticket resolution performance for over a year, based on speed, volume, and quality metrics.
- Supported onboarding of 700+ employees post-acquisition in Ottawa.
- Created 22+ internal knowledge base articles, reducing support load by 25%.
- Collaborated with Identity Management to manage 1,000+ user accounts, mailboxes, and distribution lists.
- Acted as escalation point for complex issues; mentored junior analysts and led technical training for 13+ new hires.
- Enforced Intune compliance for all endpoint devices and led new laptop enrollments.
- Identified areas for improvement in existing infrastructure, recommending upgrades or modifications accordingly.
- Provided training sessions on new software tools, facilitating user adoption and efficiency.
- SME (Subject Matter Expert) for the technical support of audit applications used firm-wide across Canada.
- Led reconciliation and maintenance of 2,000+ laptops and mobile devices across the GTA, ensuring inventory accuracy and lifecycle compliance.
IT Analyst
Deloitte Canada
09.2023 - 06.2025
- Supported 20k+ users across Deloitte’s Canada offices, delivering both remote and in-person technical support.
- Resolved 2,000+ service tickets annually across Windows, macOS, Android, and iOS platforms, maintaining a 95%+ satisfaction rate and meeting SLAs 98% of the time.
- Reduced average resolution time by 25% through root-cause analysis and first-call resolution improvements.
- Conducted testing for 13+ apps and ServiceNow Xanadu updates to ensure production stability.
- Supported troubleshooting of hardware and software issues across departments.
- Developed 7+ SOPs to optimize recurring support workflows and reduce repeat incidents.
- Supported remote and in-office users with account setup, VPN access, and hardware troubleshooting.
Senior Analyst
Deloitte India
06.2022 - 07.2023
- Coordinated with Product and Development teams to resolve Levvia application issues, improving resolution efficiency by 20%.
- Guided 100+ customers monthly through troubleshooting Levvia Web Application errors.
- Generated reports to identify top call drivers, helping reduce recurring issues by 15%.
- Managed 500+ tickets via US ServiceNow, ensuring timely issue tracking and resolution.
- Communicated findings and updates through meetings and presentations with stakeholders.
- Performed UAT for ServiceNow and Genesys Cloud, enhancing deployment success.
- Created 20+ knowledge articles to improve self-service and support team efficiency.
- Assisted Level 1 team with process guidance and “how-to” queries, boosting productivity.
Analyst
Deloitte India
02.2020 - 05.2022
- Handled 25+ tickets/day via ServiceNow with average 15-min response and 1-hour resolution time.
- Delivered hardware/software support for 100K+ users across Canada.
- Achieved average issue resolution time under 30 minutes for VPN, network config, and login issues.
- Installed, configured, and maintained devices (laptops, printers, mobile devices) with a 30% setup time reduction.
- Participated in on-call support rotation, ensuring 24/7 coverage and SLA compliance.
Education
MBA - Information Technology
Johnson & Wales University
Providence, RI, USA11-2017
Bachelor of Science - Hotel Management
Hotel Management
Hyderabad, India06-2014
Skills
- IT asset management
- Mobile technologies
- IT service management
- Customer support
- Support documentation
- ServiceNow ticketing system
- Microsoft Intune
- MacBook/Windows OS
- JIRA ticketing System
- User Acceptance Testing
- SharePoint
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Gujarati
Upper intermediate (B2)
Certification
- ITIL Foundation, People Cert - 06/2024-06/2027
Timeline
Senior IT Analyst
Deloitte Canada
07.2025 - Current
IT Analyst
Deloitte Canada
09.2023 - 06.2025
Senior Analyst
Deloitte India
06.2022 - 07.2023
Analyst
Deloitte India
02.2020 - 05.2022
MBA - Information Technology
Johnson & Wales University
Bachelor of Science - Hotel Management
Hotel Management
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