Shivani Joshi
Vancouver,Canada
Summary
Resourceful computer systems analyst with a proven track record of high productivity and efficient task completion. Specializes in system design optimization, data analysis, and network security management. Demonstrates strong problem-solving abilities and effective communication skills to successfully navigate complex projects and achieve results.
Overview
4
4
years of professional experience
Work History
IT Operations Analyst
Randstad
09.2022 - 06.2025
- Provided Tier 1 IT support for financial institution, addressing hardware malfunctions, software errors, and connectivity challenges.
- Administered user accounts in Active Directory, executing password resets and account unlocks per security protocols.
- Created and revised internal troubleshooting guides and knowledge base articles to facilitate efficient issue resolution.
- Proactively identified technical problems and proposed preventive actions to enhance system performance.
- Maintained IT asset inventory by tracking hardware updates and managing equipment deployment processes.
- Collaborated with Level 2/3 teams for escalation of complex issues, ensuring compliance with ITIL standards.
- Diagnosed diverse device issues across Windows PCs, laptops, and tablets, ensuring uninterrupted user experience.
Technical Support Advisor
Concentrix Technologies
06.2021 - 08.2022
- Resolved diverse hardware and software issues remotely, ensuring timely solutions and positive user experiences.
- Achieved consistently high customer satisfaction scores through empathetic communication and active listening.
- Upsold Android and Apple devices with protection plans by articulating product benefits during support calls.
- Documented customer interactions and updated ticket details in CRM for accurate service history.
- Collaborated with team members to maintain high service standards and comply with quality assurance protocols.
- Conducted training sessions for new support staff, enhancing onboarding efficiency and team performance.
- Troubleshot internet connectivity issues and application errors, restoring functionality for customers.
Education
Bachelor of Computer Applications -
KSV University
Computer Network and Information Technology Solutions -
Humber College
Skills
- Network and hardware troubleshooting
- Software support (Windows, macOS, Office 365)
- Technical documentation
- Active Directory management
- IT asset management
- Ticketing systems (ServiceNow)
- Customer service and communication
- Team training and mentoring
- Analytical problem-solving
- Time management and multitasking
Timeline
IT Operations Analyst
Randstad
09.2022 - 06.2025
Technical Support Advisor
Concentrix Technologies
06.2021 - 08.2022
Bachelor of Computer Applications -
KSV University
Computer Network and Information Technology Solutions -
Humber College
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