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
Similar Profiles
Vignesh KrishnamoorthyVignesh Krishnamoorthy
Partner – Cyber Risk Services at Deloitte CanadaPartner – Cyber Risk Services at Deloitte Canada
Elaine ChanElaine Chan
Senior Manager, Finance and Accounting (Canada Core Finance Lead) at DELOITTE CANADASenior Manager, Finance and Accounting (Canada Core Finance Lead) at DELOITTE CANADA
Habibul BasharHabibul Bashar
Junior Accountant / Bookkeeper (Internship) at Deloitte CanadaJunior Accountant / Bookkeeper (Internship) at Deloitte Canada
Tamara MustafaTamara Mustafa
Care Coordinator (Care Access Representative) at CBI Home HealthCare Coordinator (Care Access Representative) at CBI Home Health
Renjana KrishnanRenjana Krishnan
Home Care Provider at Osprey Angels Home Care ServicesHome Care Provider at Osprey Angels Home Care Services