Shivangkumar Sonadiya
Edmonton,Canada
Summary
Dynamic IT Support Specialist with a proven track record at Hemmersbach, excelling in hardware repair and user training. Enhanced IT uptime and streamlined asset management processes, ensuring compliance with service-level agreements. Adept at technical troubleshooting and fostering user satisfaction through effective support solutions. Passionate about delivering exceptional IT service experiences.
Overview
5
5
years of professional experience
1
1
Certification
Work History
End User Support Specialist | Stock Room Coordinate
Hemmersbach
Edmonton, Canada
09.2024 - Current
- Managed day-to-day operations of the IT solution center at Strathcona Refinery.
- Ensured minimal levels of laptops, desktops, and tablets available for swift deployment.
- Prepared and reconditioned devices for deployment by imaging and wiping assets.
- Ensured efficient setup of assets prior to deployment.
- Coordinated movement of obsolete items to optimized storage facilities for upcoming operations.
- Managed separate, secure storage for project-specific computer equipment.
- Acquired Dell Certified Technician for refinery needs, repairing laptops, desktops, and other Dell equipment.
- Managed maintenance tasks for HP and Xerox printers, ensuring proper operation.
- Relocated Xerox and HP MFP printers to required locations.
- Prepared robust desktop kiosk system for application and web integration.
- Distributed laptops as needed for technical issues.
- Resolved account and laptop lockout issues efficiently.
- Performed duties adhering to rigorous JSAs, ensuring compliance with refinery protocols.
End User Support Specialist
HCLTech
Edmonton, Canada
09.2023 - 08.2024
- Oversaw IT solution center operations at HCLTech in Strathcona Refinery, Edmonton.
- Prioritized support tickets and maintained service-level agreements.
- Served as main point of contact for IT support.
- Handled IT requests efficiently.
- Provided support to users visiting ITSC for technical assistance.
- Handled laptop imaging and deployment for break-fix situations.
- Installed and configured applications.
- Performed necessary hardware repairs.
- Executed tasks under strict JSAs to meet refinery standards.
- Resolved user account and laptop lockout issues.
- Oversaw software application requests.
- Traveled to various refinery user locations to address technical issues.
- Managed maintenance tasks for HP and Xerox printers, ensuring proper operation.
- Participated in team meetings to discuss project updates and progress towards completion goals.
- Conducted comprehensive training for onboarding new team members.
Help Desk Analyst
HGS - Hinduja Global Solutions
Winnipeg, Canada
08.2022 - 05.2023
- Managed IT troubleshooting for company personnel in both on-site and off-site environments.
- Handled user profile maintenance and asset management.
- Boosted company performance by enhancing IT uptime and reducing costs.
- Monitored support cases to ensure technical accuracy.
- Facilitated escalation of support cases to senior levels when resolution was beyond available resources.
- Researched, diagnosed, troubleshot, and identified solutions for customer issues.
- Developed reports related to helpdesk activities and performance metrics.
- Trained users on new technologies when necessary.
- Assisted customers with basic software and hardware setup and configuration.
IT Support Specialist
24-7 Intouch
Winnipeg, Canada
04.2020 - 03.2022
- Tackled end-user technical issues, prioritized IT tickets, and supported new infrastructure planning.
- Assured adherence to processes and policies while delivering local and remote support for hardware and software.
- Supported customers with online billing, access, and account issues.
- Served as first point of contact for incoming technical service calls and emails.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Trained new support representatives on troubleshooting techniques and company support protocols.
Education
High School Diploma - Computer systems technician and networking
St. Clair College
Windsor, ON01.2019
Diploma of Education - Computer Engineering
Bhailalbhai And Bhikhabhai Institute of Technology
Gujarat, Indai09.2017
Skills
- Microsoft Entra ID
- Computer imaging
- Hardware repair
- Asset management
- Printer maintenance
- User account management
- Service-level agreements
- Software installation
- Help desk operations
- Documentation skills
- User training
- Remote support
- Ticketing systems
- IT diagnostics
- Software knowledge
- Technical troubleshooting
Websites
Certification
Apple Certified Support Professional
Dell Certified Technician
References
References available upon request.
Timeline
End User Support Specialist | Stock Room Coordinate
Hemmersbach
09.2024 - Current
End User Support Specialist
HCLTech
09.2023 - 08.2024
Help Desk Analyst
HGS - Hinduja Global Solutions
08.2022 - 05.2023
IT Support Specialist
24-7 Intouch
04.2020 - 03.2022
High School Diploma - Computer systems technician and networking
St. Clair College
Diploma of Education - Computer Engineering
Bhailalbhai And Bhikhabhai Institute of Technology
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