URDHVA SHUKLA
Toronto,Canada
Summary
Dynamic IT Systems Administrator and Technical Support Specialist with 4+ years of experience in managing enterprise infrastructure and delivering high-quality technical support. Skilled in Windows Server and Active Directory administration, VPN and network access management, firewall and system hardening, and infrastructure monitoring using Nagios. Experienced in incident management, SLA optimization, and technical documentation, with a proven track record of improving system reliability and operational efficiency for enterprise clients.
Overview
7
7
years of professional experience
Work History
HelpDesk Support Analyst
Cartika Inc.
Toronto, Canada
05.2022 - Current
- Served as primary technical contact for large enterprise clients, managing high-volume incidents via ITSM platforms.
- Reduced SLA resolution times through efficient incident triage and escalation processes.
- Executed system deployments and configuration changes in Windows and Linux environments while minimizing service disruption.
- Troubleshot L1/L2 system and application issues, utilizing MySQL/SQL for diagnostics on service failures.
- Administered user identities and access controls through Active Directory and Azure AD for onboarding and offboarding.
- Monitored infrastructure health with Nagios, proactively identifying and mitigating potential issues.
- Provided enterprise-level support for VPN connectivity, ensuring secure remote access for large user base.
IT Support Specialist
Bell Technical Solutions
Toronto, Canada
01.2022 - 05.2022
- Assessed enterprise customer technical requirements to configure and troubleshoot network systems.
- Investigated technical escalations, coordinating with internal teams to restore services promptly.
- Documented system changes and incidents through comprehensive service logs for compliance and auditing.
- Resolved connectivity, service, and infrastructure-related issues while adhering to operational standards.
IT Support Technician
Shivam Technology
Ahmedabad, India
09.2018 - 12.2019
- Provided comprehensive technical support, including troubleshooting applications like WordPress and Joomla.
- Assisted with the deployment of new systems and maintained the internal Mail Server to ensure continuous business communication.
- Gained exposure to infrastructure monitoring principles (similar to Nagios) and managed sensitive account information with high integrity.
Education
Advanced Diploma - Computer System Technology
George Brown College
Toronto, ON12.2025
Skills
IT Service Management & Process
- Zoho Desk, ServiceNow, Jira
- ITIL Principles (Incident, Problem, Change Management)
- SLA Management, Needs Assessment, Technical Documentation
Operating Systems & Platforms
- Windows Server (2019)
- Windows 10/11
- macOS
- Linux (user-level administration and troubleshooting)
Identity & Access Management
- Active Directory (User & Group Management, Permissions)
- Azure Active Directory (Entra ID)
Networking & Security
- TCP/IP, DNS, LAN/WAN Fundamentals
- Firewall Management (host-based and network-level)
- VPN Support and Secure Remote Access
- Web Protocols: HTTP, HTTPS, TLS/SSL
- Packet Analysis using Wireshark
Monitoring & Infrastructure
- Nagios Monitoring (alert handling, service checks)
- System Deployment and Configuration
- Mail Server Administration and Troubleshooting
Databases & Diagnostics
- MySQL / SQL (query-based diagnostics, data validation)
Additional Information
Permanent Resident of Canada, legally eligible to work full-time., Comfortable completing criminal, employment, and credit checks.
Technical Core Competencies
Active Directory, Azure AD, Windows Server 2019+, Windows 10, Windows 11, macOS, Linux, Deployment, System Hardening, User & Group Management, GPOs, ITIL Principles, SLA Management, Incident Management, Change Management, Zoho Desk, ServiceNow, Jira, Documentation, Needs Assessment, Nagios Monitoring, Mail Server Administration, LAN/WAN, Firewall Management (iptables, firewalld), VPN Support, TCP/IP, DNS, DHCP, HTTP, HTTPS, TLS/SSL, SSL Certificates, MySQL, SQL, Packet Analysis (Wireshark), Network Troubleshooting, Remote Desktop, Active Directory Group Policies, System Updates & Patching, Backup & Recovery, Infrastructure Monitoring
Timeline
HelpDesk Support Analyst
Cartika Inc.
05.2022 - Current
IT Support Specialist
Bell Technical Solutions
01.2022 - 05.2022
IT Support Technician
Shivam Technology
09.2018 - 12.2019
Advanced Diploma - Computer System Technology
George Brown College