SATISH HALGI
Ontario,Canada
Summary
IT Service Desk / Technical Support Analyst with 8 years of progressive experience supporting enterprise users across Microsoft 365, Azure/Entra ID, Active Directory, and endpoint management. Proven ability to orchestrate large-scale migrations and streamline onboarding through automation tools like Autopilot and Intune. Strong communicator with a consistent record of improving support quality, documentation, and first-contact resolution.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Support / Service Desk Analyst
Ontario Lottery and Gaming Corporation (OLG)
07.2024 - 02.2025
- Provided enterprise-level technical support to 500+ end users, resolving hardware, software, and network issues via phone and email with a 95% satisfaction rating.
- Diagnosed and troubleshot Windows 10/11, Microsoft 365, and VPN connectivity problems (Cisco AnyConnect, Citrix, GlobalProtect), achieving an average ticket resolution time of 2 hours.
- Managed ticketing systems (ServiceNow / JIRA) to track, prioritize, and escalate technical issues while ensuring strict SLA compliance.
- Performed user account management in Active Directory and Entra ID, including password resets, MFA troubleshooting, and new employee onboarding setup.
IT Technical Support Analyst
Sears IT & Management Services
02.2019 - 03.2023
- Delivered Tier 2 support for multi-site enterprise users across Windows 10/11 and macOS.
- Leveraged KACE SMA, MDT, and PowerShell for streamlined patch management and automated software deployment.
- Administered Active Directory provisioning, group management, and access permissions for enterprise users.
- Maintained and updated IT documentation including knowledge base articles and standard operating procedures to improve team efficiency.
Technical Support Specialist
Optum Global Solutions (UnitedHealth Group)
08.2016 - 07.2018
- Served as frontline support for enterprise applications, operating systems, and user access environments.
- Managed high-volume ticket queues while maintaining strong service quality and customer satisfaction.
Education
Bachelor of Commerce -
Sunrise University
Skills
- Identity & Cloud: Active Directory, Entra ID, Microsoft 365/Azure, AWS, MFA
- Endpoint Management: Microsoft Intune, SCCM, JAMF, KACE SMA, MDT, WDS, Autopilot
- Security & Networking: Qualys, Rapid7, SIEM, BitLocker, Wireshark, Cloudflare, SonicWall, Cisco, DHCP, DNS
- Tools & Operations: ServiceNow, JIRA, NICE-in-Contact (CCaaS), Hyper-V, Knowledge Base Management
Certification
- Technical Support Fundamentals & AWS Cloud Technical Essentials
- System Administration & IT Infrastructure
- Certified Scrum Master & Six Sigma Yellow Belt
Timeline
IT Support / Service Desk Analyst
Ontario Lottery and Gaming Corporation (OLG)
07.2024 - 02.2025
IT Technical Support Analyst
Sears IT & Management Services
02.2019 - 03.2023
Technical Support Specialist
Optum Global Solutions (UnitedHealth Group)
08.2016 - 07.2018
Bachelor of Commerce -
Sunrise University