Sharon Cheslena DSilva
Toronto,Canada
Summary
Result-driven IT Services Support Specialist with 5 years of experience managing complex IT projects and delivering top-tier technical support. Proficient in diagnosing and resolving technical issues, achieving a 98% resolution rate on first contact and reducing ticket backlog by 35% through effective troubleshooting and process optimization. Skilled in ITIL-based incident management, handling an average of 70+ support tickets daily using ServiceNow, and maintaining a 99% SLA compliance rate. Demonstrates L2-level expertise in Windows and macOS support, network troubleshooting, and configuring network devices, resulting in a 20% increase in network reliability.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Business Analyst
Greenlight Consulting
Toronto
05.2024 - 08.2024
- Collaborated with stakeholders across departments to define requirements for new projects.
- Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
- Designed and developed end-to-end UiPath workflows to automate the invoicing process, integrating UiPath with MS Access for automated invoice processing implementation
- Directed complex automation logic to ensure accurate extraction and processing of invoice data from multiple formats through the use of OCR and advanced string manipulation.
- Designed robust workflows with error-handling capabilities to maintain process stability and effectively manage discrepancies
- Streamlined automation scripts for enhanced efficiency and smoother deployments in the live environment
Specialist
HCL Technologies
Bangalore, India
05.2019 - 12.2022
- Delivered prompt and thorough technical assistance to users with regard to resolving software and system problems.
- Developed scripts using PowerShell or Batch File scripting languages to automate repetitive administrative tasks.
- Implemented security protocols such as firewalls, antivirus solutions and whitelisting rules on devices.
- Installed security patches for Windows Server operating systems and applications as needed.
- Managed Active Directory user accounts, groups, and computer objects.
- Collaborated with external vendors when needed in order to resolve customer queries efficiently.
- Resolved MDM issues, managed Okta setup, and troubleshooted Outlook problems.
- Performed GAM duties on SailPoint to optimize access management
- Provided technical assistance and support to clients with Office 365 applications.
- Created packages, collections, task sequences and advertisements in SCCM for software deployments.
- Streamlined the SAP onboarding process, organized documents effectively, and implemented important updates.
- Promoted to IT service desk team leader, overseeing daily operations and providing guidance.
Technical Support Associate
Tech Mahindra
Chennai, India
12.2017 - 05.2019
- Resolved issues related to network connectivity, printers, operating systems, applications, and other IT-related topics.
- Tracked service requests through a ticketing system such as Remedy or Service Now.
- Assisted in the creation of training materials for new products and services.
- Monitored system performance metrics on a daily basis.
- Performed root cause analysis for recurring incidents to identify potential solutions.
- Participated in weekly team meetings to discuss current projects.
- Tracked customer inquiries using CRM software.
- Provided technical assistance to customers via phone, email, or chat.
- Recorded help desk calls by documenting issues, solutions and closing tickets.
Education
Post Graduate Diploma in Information System Business Analysis -
George Brown College
Toronto, Ontario09.2024
Post Graduate Diploma in Strategic Management -
Centennial College
Toronto, Ontario08.2023
Advanced Cybersecurity Program -
Stanford University
08.2021
Bachelors in Electronics and Communication Engineering -
Anna University
Tamilnadu05.2017
Skills
- Incident Management
- Application support
- Microsoft Office Specialist (MOS) Master
- Power BI, SAP, SaS, Tableau, RDBMS
- Active Directory
- Teamwork and Collaboration
Certification
- Certified by IIBA with a strong understanding of Business Analysis and North American Project Management standards
Timeline
Business Analyst
Greenlight Consulting
05.2024 - 08.2024
Specialist
HCL Technologies
05.2019 - 12.2022
Technical Support Associate
Tech Mahindra
12.2017 - 05.2019
Post Graduate Diploma in Information System Business Analysis -
George Brown College
Post Graduate Diploma in Strategic Management -
Centennial College
Advanced Cybersecurity Program -
Stanford University
Bachelors in Electronics and Communication Engineering -
Anna University
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