Sushanth Anand
Toronto,ON
Summary
Highly skilled technology support specialist with comprehensive background in troubleshooting, systems administration, and network management. Demonstrated ability to effectively diagnose and resolve complex technical issues while maintaining high customer satisfaction ratings. Known for strong problem-solving skills and ability to work under pressure, providing reliable IT solutions that enhance operational efficiency. Posses keen understanding of cybersecurity protocols and data protection standards.
Overview
4
4
years of professional experience
Work History
IT Support Specialist
Insight Software
01.2023 - 04.2023
- Managed Office 365 administration, including user accounts, Teams, and SharePoint
- Administered Azure Active Directory (Azure AD) and Intine for device and application management
- Configured virtual machines using VMware and Hyper-V to meet development requirements
- Oversaw multi-cloud environments across AWS and Azure, ensuring seamless operations and system availability
- Performed software installations, patch management, and system upgrades on Windows systems
- Resolved 99.2% of technical incidents without escalation, showcasing expertise in issue troubleshooting and customer support
- Conducted network administration tasks, including VPN configuration, DNS/DHCP setup, and server management
- Provided end-user training and created technical documentation to enhance knowledge base efficiency
Technical Support Associate L2
Externetworks
08.2021 - 01.2023
- Delivered advanced support for hardware troubleshooting, software installation, and networking issues
- Collaborated with teams on escalated IT problems, ensuring prompt and effective resolution
- Participated in cloud migration projects, enhancing system efficiency and scalability in AWS environments
- Managed Active Directory accounts and conducted vulnerability testing for improved security compliance
- Provided application support for Salesforce, Zendesk, and other enterprise tools
- Supported IT project coordination by documenting processes and ensuring adherence to IT policies
- Utilized performance monitoring tools to analyze system performance and address bottlenecks
- Conducted backup and recovery operations and developed disaster recovery plans
Associate – Tech Ops & Integration
Payconstruct
11.2020 - 04.2021
- Managed client onboarding and API integration processes, ensuring seamless transitions
- Supported DevOps functions by automating deployments and maintaining cloud services in AWS
- Conducted QA tasks, system health checks, and transaction monitoring to ensure platform reliability
- Maintained security compliance by managing SentinelOne, Ztap Portal, and Checkpoint tools
- Provided backup and recovery solutions to maintain data integrity
- Delivered end-user training and created technical documentation to enhance client experience
- Monitored server performance and optimized configurations for better efficiency
Technical Support Associate L1
Navit Software Solutions
01.2019 - 11.2020
- Delivered foundational desktop support, resolving 85% of customer queries on first contact
- Managed hardware maintenance, printer troubleshooting, and operating system configurations
- Documented technical issues and solutions, improving the knowledge base efficiency by 25%
- Configured VPNs, wireless networks, and conducted network administration tasks
- Assisted in IT policy development and security compliance audits
- Performed hardware and software vulnerability testing to improve system security
- Provided VoIP support and maintained effective communication systems
Education
Post Graduate Diploma - Project Management
Algoma University
12.2024
Skills
- Technical Support: Hardware Troubleshooting, Software Installation, Desktop Support, Issue Troubleshooting, Application Support
- Cloud Platforms: AWS, Azure, Multi-Cloud Environments, Cloud Service Management, Cloud Computing
- IT Tools: Jira, ServiceNow, Salesforce, and Zendesk
- System Administration: Office 365, Active Directory, VMware, Intine
- Security tools: SentinelOne, Ztap Portal, Checkpoint, Mimecast
- Networking: VPN Configuration, DNS/DHCP Setup, Wireless Area Networking, Server Management, Network Administration
- DevOps: Virtual Machine Configuration, Deployment Automation, Backup and Recovery, Disaster Recovery Planning
- IT Management: Patch Management, IT Project Coordination, Knowledge Base Management, Asset Management
- Cybersecurity: Vulnerability Testing, Security Compliance Audits, IT Policy Development
- Other: Technical Documentation, End-User Training, Instruction and Training, Performance Monitoring, Hardware Maintenance
Hobbies and Interests
- Theater
- Cricket
- Art
- Hiking
- Travel
References
References available upon request.
Timeline
IT Support Specialist
Insight Software
01.2023 - 04.2023
Technical Support Associate L2
Externetworks
08.2021 - 01.2023
Associate – Tech Ops & Integration
Payconstruct
11.2020 - 04.2021
Technical Support Associate L1
Navit Software Solutions
01.2019 - 11.2020
Post Graduate Diploma - Project Management
Algoma University
Similar Profiles
Jyoti PawarJyoti Pawar
Senior Software Developer at Insight SoftwareSenior Software Developer at Insight Software
DASHARATH SHETTYDASHARATH SHETTY
Senior Product Support Analyst (Escalation Management) at INSIGHT SOFTWARESenior Product Support Analyst (Escalation Management) at INSIGHT SOFTWARE
SAMEER JADHAVSAMEER JADHAV
Associate Team Lead at First Insight Software SolutionsAssociate Team Lead at First Insight Software Solutions