Uma Dixit
Calgary
Summary
Detailed-oriented technical support specialist with knowledge of troubleshooting hardware, software, and network issues. Proven ability to handle multiple tasks effectively and efficiently in a fast-paced environment. Establishing good relationships with all clients and colleagues. Possesses Knowledge of standard operating system protocols and delivers Tier 1 and 2 support knowledge.
Overview
8
8
years of professional experience
Work History
IT Support Specialist
Ames Tiles & Stone
08.2022 - Current
- Provide technical support on-site, via email, phone, and remote login.
- Support computer hardware/ software several types of printers and Pin Pads
- Manage User Active Directory Accounts on-premises, including Azure AD, Exchange Online, and SharePoint.
- Responsible for onboarding and offboarding the regular and privileged user accounts
- Create technical knowledgebase articles and train end-users and staff.
- Support Office 365 issues, set user mailboxes and DLs, grant AD and network drive permissions
- Setup and troubleshoot meeting rooms on the HP Polycom device
- Using tools Ninja One, Sentinel One Checkpoint, Fresh Ping, PRTG
- Responsible for the Dialpad issue
- MDM support for scanner
- Setup users for remote access and resolve the Cisco VPN connectivity issue
- Worked collaboratively with third-party vendors and field technicians to troubleshoot and repair
- Supported onboarding of new staff by providing initial training on IT systems.
- Managing incoming support tickets and inquiries in an ITSM tool and improving response times.
- Logged support requests and resolutions in the ticketing system, aiding trend analysis.
- Installed and configured operating systems and applications on laptops and desktops.
- Input and update assets in the hardware asset management system and keep it current.
Network Operation Center Engineer
Pine Labs Private Limited
12.2021 - 01.2022
- Monitor systems - Using diversified tools (Nagios, PRTG) to monitor the performance and capability of computer systems
- Installing and changing software to fix issues
- Provided advanced-level troubleshooting of all Microsoft Office 365
- Provide resolution for desktop, application, email, virus protection/removal, printing, and end-user ‘how to support requests
- Report incidents - Escalating complicated issues to management, other IT resources, third parties, and/or vendors, as appropriate
- Diagnosing system errors and other issues
- Following up with customers to ensure full resolution of issues
- Remotely accessing hardware and software for clients to make changes and fix problems
- Running reports to analyze common complaints and problems
Senior IT Sales & Support Executive
B2C Infosolutions Private Limited
04.2021 - 12.2021
- Address user tickets regarding hardware, software, and networking
- Ask targeted questions to diagnose problems
- Guide users with simple, step-by-step instructions
- Conduct remote troubleshooting
- Test alternative pathways until you resolve an issue
- Direct technical issues and solutions in logs
- Follow up with clients to ensure the next level of support personnel
- Report customer feedback and potential product requests
- Generate IT (Information Technology) Sales & Business
- Provide expert product and service information
- Negotiate sales, package discounts, and long-term contracts with clients
- Helping customers with basic technical support for current and past software releases
- Used Zendex chat board
- Ensuring user queries or issues are captured, validated, and triaged for further processing
Sales Executive
Edfora Private Limited (FIIT JEE)
05.2017 - 07.2018
- Contact prospective customers by both telephone and email
- Maintain contact with existing clients to make sure they are satisfied and request referrals
- Working towards monthly or annual targets
- Attend training to stay up to date with the specifications of new products and service offerings
- Vet lead list for warm and cold leads
Customer Service Executive
Aegis Private Limited
02.2017 - 04.2017
- Addressed client inquiries, and concerns and received feedback, troubleshoot basic technology issues
- Follow up with clients
- Informing clients about new plans and new sales offers
Education
Bachelor’s Degree -
Arts
01.2004
Skills
- Microsoft Office 365
- Active Directory
- Identifying the customer network requirements
- Strong Knowledge of Windows operating systems for servers and workstations
- Technical troubleshooting
- Microsoft Outlook
- Ticket management
- Active listening
- Asset Management
- Windows10/11
- Microsoft Azure
- OneDrive
- Remote support
- Issue troubleshooting
- Application installations
- Time Management
- Multitasking
Accomplishments
Azure Administrator Associate Certificate,(AZ-104)
Knowledge-Centered Service Certification(KCS Foundation)
Certified CompTIA A+ from LinkedIn
Google IT Technical Support Fundamental Certificate (2020)
CCNA (Cisco Certified Network Associate) Enterprise 200-301 (2021)
Pursuing ITIL
Languages
English
Full Professional
Hindi
Full Professional
Timeline
IT Support Specialist
Ames Tiles & Stone
08.2022 - Current
Network Operation Center Engineer
Pine Labs Private Limited
12.2021 - 01.2022
Senior IT Sales & Support Executive
B2C Infosolutions Private Limited
04.2021 - 12.2021
Sales Executive
Edfora Private Limited (FIIT JEE)
05.2017 - 07.2018
Customer Service Executive
Aegis Private Limited
02.2017 - 04.2017
Bachelor’s Degree -
Arts
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