Summary
Overview
Work History
Education
Skills
Certification
Availability
References
Timeline
Generic

Sangeetha Janakiraman

Sarnia,ON

Summary

Experienced IT professional with a strong background in server monitoring, technical support, and customer relationship management. Adept at efficiently diagnosing and resolving IT issues while maintaining high standards of customer and end-user satisfaction. Proven ability to thrive in dynamic environments, working collaboratively with cross-functional teams to achieve organizational goals. Well-versed in procurement processes, and experienced in streamlining workflows to enhance operational efficiency.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Sr. Technical IT Associate Engineer

SENER SES Canada
Toronto, Canada
10.2022 - Current
  • Provided IT support for hardware, software, and networks to ensure high uptime and user satisfaction.
  • Set up and maintained Windows desktops, laptops, mobile devices, and printers, and configured VPN for secure remote access.
  • Handled onboarding and offboarding processes, including account setup and equipment distribution.
  • Managed SharePoint sites for better document management and collaboration.
  • Oversaw help desk operations using Jira, tracking incidents and service requests to meet SLAs.
  • Worked with Azure AD for user management, MFA setup, and conditional access policies.
  • Handled Intune for device enrollment, compliance, and remote app deployments, and managed M365 services like Exchange, Teams, and SharePoint.
  • Created and updated IT knowledge base articles and standard operating procedures.
  • Supported network upgrades with switches, routers, and Ethernet installations.
  • Managed procurement of hardware, software, and vendor communications.
  • Ensured AV systems were ready for meetings.
  • Developed IT policies to improve operations and data security.
  • Conducted audits on devices and infrastructure to enhance efficiency.
  • Collaborated with teams on project implementations and technology rollouts.

Team Lead, IT HR Payroll & Scheduling

Saskatchewan Health Authority (3SHealth – AIMS Project)
Remote
10.2022 - 10.2022
  • Managed the ServiceNow-based IT ticketing system for HR, payroll, and scheduling inquiries organization-wide.
  • Supervised the issue resolution process, ensuring timely escalations and effective stakeholder communication.
  • Developed structured training materials for onboarding staff onto new digital platforms.
  • Collaborated with backend developers and business analysts to streamline workflows for enhanced system usability.

Senior Customer Technical Support

Alorica / BestBuy
Remote
01.2021 - 01.2022
  • Provided professional phone support for technical issues related to electronic products and services.
  • Documented service cases accurately for issue traceability.
  • Prioritized client issues by urgency, and escalated significant problems as needed.
  • Maintained high customer satisfaction while managing large call volumes.
  • Managed customer and user information in Salesforce, case handling, and CRM workflows.

Technical Associate Engineer

Flextronics Ltd.
India
01.2011 - 01.2013
  • Monitored the production servers in global data centers to ensure IT infrastructure reliability.
  • Diagnosed server/application issues proactively with monitoring tools for quick failure response.
  • Led shift teams in real-time incident management, coordinating troubleshooting efforts effectively.
  • Provided Tier 1, Tier 2, and Tier 3 technical support to resolve hardware, software, and network challenges.
  • Evaluated change requests and tickets according to ITIL best practices to minimize downtime during maintenance and upgrades.
  • Collaborated with cross-functional teams for seamless communication during incident resolution.
  • Maintained detailed logs and reports supporting audits and compliance efforts. Monitored the health and performance of over 20,000 production servers in global data centers to ensure IT infrastructure reliability.
  • Diagnosed server/application issues proactively with monitoring tools for quick failure response.
  • Led shift teams in real-time incident management, coordinating troubleshooting efforts effectively.
  • Provided Tier 1, 2, and 3 technical support to resolve hardware, software, and network challenges.
  • Evaluated change requests and tickets according to ITIL best practices to minimize downtime during maintenance and upgrades.
  • Collaborated with cross-functional teams for seamless communication during incident resolution.
  • Maintained detailed logs and reports supporting audits and compliance efforts.

Technical Associate

Scope International
India
01.2010 - 01.2011
  • Monitored server, ATM, and IVR infrastructures across 40+ countries to ensure uninterrupted financial services.
  • Provided real-time system performance updates to mitigate failures using enterprise monitoring tools.
  • Troubleshot service interruptions by coordinating with international teams for 24/7 banking availability.

Education

Bachelor of Technology (B.Tech) - Information Technology

Anna University
Chennai, India

Skills

  • IT support and troubleshooting (Tier 1, 2, 3)
  • Windows operating system
  • Office 365 applications
  • SharePoint management
  • Azure cloud services, Intune, Entra
  • VPN and network configuration
  • Hardware setup and maintenance
  • Apple device management
  • Procurement and vendor coordination
  • Microsoft Teams and collaboration tools
  • Cloud platforms: Azure
  • Salesforce CRM
  • Operating systems: Windows OS
  • ServiceNow (SNC) platform
  • FlexSense dashboard usage
  • Jira service management
  • Dalux project management
  • Bentley ProjectWise software
  • Aconex project collaboration

Certification

  • Completed Microsoft Azure Administrator course (AZ-104)
  • Currently pursuing advanced Azure Course

Availability

Available for full-time work in Canada; Canadian Citizen.

References

Available upon request.

Timeline

Sr. Technical IT Associate Engineer

SENER SES Canada
10.2022 - Current

Team Lead, IT HR Payroll & Scheduling

Saskatchewan Health Authority (3SHealth – AIMS Project)
10.2022 - 10.2022

Senior Customer Technical Support

Alorica / BestBuy
01.2021 - 01.2022

Technical Associate Engineer

Flextronics Ltd.
01.2011 - 01.2013

Technical Associate

Scope International
01.2010 - 01.2011

Bachelor of Technology (B.Tech) - Information Technology

Anna University

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Sangeetha Janakiraman