SUBHAM S.
Summary
Reliable level 3 Technical Support and Azure administrator with progressive career history leading support teams in call centers. Completed DevOps certification. Seeking opportunity in fast-paced environment with service-oriented mission. Hold certification in Azure 104 and Azure 900.
Overview
10
10
years of professional experience
Work History
Technical Support Engineer
IBM Canada
Brampton, Ontario
06.2021 - Current
- Resolved technical issues identifying solutions and providing technical support by phone, email and desktop sharing.
- Utilize understanding of all products/ services in business
- Use full knowledge of IBM products and services and how that might help with incoming business
- Daily intake of 200 or more call interaction with customers from worldwide
- Daily tickets of 200-300 from customers worldwide
- Worked on operational strategies for success and competitors
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided technical guidance for system development and troubleshooting.
Level 3- Technical Support
Palo Alto - Contractor
02.2021 - Current
- Provided post sales technical support to Palo Alto Networks End User Customers via phone, e-mail, and web
- Offer advanced-level technical assistance to our top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
- Virtualization experience (AWS, Azure, VMWare, OpenStack)
- Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, etc.)
- Generated technical reports for customers.
- Finished projects on time and within budget.
IT Services Support Manager
Prodigy
Toronto, ON
09.2018 - 03.2021
- Provided Level 2 Support: user administration – created/disabled users (revocation requests), entitlements, modified user profiles such as email addresses
- Generated user reports in Okta Bulk Load users into Okta through CSV files
- Integrated many applications to Okta using SAML – ServiceNow, Tableau,
- Salesforce, Jira, Confluence
- Setup in MFA: Text, Email, security questions, etc
- Analyzed user access, security roles/levels and generated revocation reports for terminated employees; conducted entitlement reviews (followed up with managers), granted and revoked user entitlements
- Worked with the Risk and Compliance team to ensure policies and procedures were being followed
- Generated user reports in Okta
- Responded to requests by Remedy ticketing system, phone and email to meet SLA's targets
- Updated email templates, performed password resets, resolved user login issues such as web page errors
- Acted as a training resource and point of contact to personnel; trained Junior
- Staff; conducted training sessions.
Technical Support Manager
HOPE CARE INC
Toronto, ON
05.2014 - 03.2018
- Assigned/unassigned access to applications for users in the Okta environment Customer service skills utilized Created username and passwords for employees along with deactivating users
- Created groups and assigned membership rules, Enabled user lifecycle management for SAML applications and managed users and groups
- Administered applications such as Slack, G Suite, confluence and many more
- Setting up laptops for newly hired employees
- Troubleshooting problems relating to software/hardware issues
- Troubleshooting network connectivity problems.
Education
DeVops Certification - Information And Communication Technology
We Cloud Data
04-2024
Certificate of Technical Studies - AWS Certification- AZ 104 And AZ 900
Microsoft AWS
01.2022
Information Technology -
Seneca College of Applied Arts And Technology
North York, ON05.2014
Undergraduate- Information Technology -
University of Punjab
Toronto, ON01.2013
Skills
- Considerable experience with LAN/WAN technology and network hardware, software, and operating systems (ie Windows, desktop, configuration, etc)
- Considerable experience with desktop applications (ie, Microsoft Office Suite, Microsoft Outlook, Microsoft Project, etc)
- Technical Troubleshooting
- Meeting SLAs, MTTRs, and QC
- Contract development and management
- Key accounts and territory management
- Application stacks
- VPN and Global Protect
- Azure active directory
- Slack admin, Zoom, Intune management
- Cloud computing (AWS, GCP, Azure)
- Service Now, Okta admin
- Azure portal, FedRAMP, JIRA, Salesforce
- Product development and improvement
Timeline
Technical Support Engineer
IBM Canada
06.2021 - Current
Level 3- Technical Support
Palo Alto - Contractor
02.2021 - Current
IT Services Support Manager
Prodigy
09.2018 - 03.2021
Technical Support Manager
HOPE CARE INC
05.2014 - 03.2018
DeVops Certification - Information And Communication Technology
We Cloud Data
Certificate of Technical Studies - AWS Certification- AZ 104 And AZ 900
Microsoft AWS
Information Technology -
Seneca College of Applied Arts And Technology
Undergraduate- Information Technology -
University of Punjab
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