Summary

Overview

Work History

Education

Skills

RECOGNITION / ACHIEVEMENTS

Training

Timeline

Vikas Merugu

Desktop Support Analyst

Calgary,AB

Summary

IT professional with diverse experience in analyzing and optimizing IT systems to enhance performance. Proven ability to achieve impactful results through team collaboration and adaptability to changing needs. Known for strong analytical skills and effective communication.

Overview

years of professional experience

Languages

Work History

IT Analyst

TELUS

02.2019 - Current

Deployed and managed Windows 11 workstations and mobile devices using Microsoft Endpoint Manager (Intune/SCCM) to automate imaging, software deployment, and security policy enforcement, reducing manual setup time by 30%.
Configured and maintained Endpoint Manager compliance and security policies, ensuring devices met organizational standards for encryption, patching, and application updates.
Streamlined application packaging and deployment through SCCM, improving software rollout efficiency and minimizing end-user disruption.
Spearheaded Active Directory and Office 365 migrations for multiple clients, enhancing security and collaboration efficiency.
Provided training and technical guidance to end-users, reducing recurring issues and increasing technology adoption.
Led the administration of Microsoft 365 suite (Teams, Exchange, SharePoint, OneDrive), improving collaboration and reducing service-related issues by 30%.
Spearheaded documentation of server configurations and performance benchmarks, creating a standardized reference for quicker onboarding and disaster recovery.
Managed end-to-end server patching and update processes, improving security posture and compliance with internal policies and external standards.
Performed system backups and recovery operations to protect critical business data, contributing to a 100% success rate in disaster recovery readiness.
Partnered with IT peers on strategic technology upgrades and acquisitions, streamlining office moves and new office setups while reducing deployment time by 20%.
Delivered exceptional client service by proactively communicating resolution updates and providing user training on Microsoft 365 and enterprise applications, resulting in a high end-user satisfaction rating.
Ensured compliance with ITIL processes and SOX requirements, strengthening security and standardization of IT operations.
Maintained current knowledge of Microsoft System Center Configuration Manager (SCCM) and other enterprise tools to provide accurate, technically sound solutions for evolving business needs.
Client: EPCOR Utilities Team Lead / IT Analyst Onsite & Remote

Desktop Support Consultant

TCS- Tata Consultancy Services

04.2014 - 01.2019

Assisted with SCCM deployments and updates, ensuring timely delivery of software patches and system upgrades across supported devices.
Worked on Change, incident, problem management, small pilot, large pilot and deployments.
Provided advanced technical support for Information technology applications and addressing complex issues.
Documented all the incidents and escalate to the appropriate departments.
Worked as a trusted adviser to both internal and external stakeholders facilitating effective communication and collaboration.
Analyzed requirements from various stakeholders within the health ecosystem to ensure alignment with business objectives.
Migrated workstations from Windows 7 to Windows 10, ensuring minimal disruption to operations.
Updated the knowledge base in Service Now platform for the known issues.
Configured mobile device profiles in Microsoft Intunes.
Client: Nexen Energy

IT Specialist

Staples

10.2012 - 03.2014

Provided Tier 0 -1 Technical Support: troubleshooting and technical support via phone, remote support, desk side support, and server: AD, Exchange Administration, File and Print, Backup and monitoring.
Applied software patches/upgrades and responded to user requests as needed.
Utilized the ServiceNow platform to enhance automation capabilities and streamline workflows.
Performed installation of IMAC computers and ensured proper configurations.
Recorded all technical moves / adds / changes into ServiceNow.
Contributed, participated, and take initiative on proposing ideas to resolve repetitive problems to better serve the user community and/or improve productivity.
Took ownership for the tracking of assets (Computers, Monitors, docking stations, etc.)
Followed defined Systems Development Processes, including participating in document action reviews.
Worked independently on complex tasks with minimal management and guidance.

Network Administrator

FININFOCOM PVT LTD

12.2009 - 12.2010

Administer and maintain Windows Server, Active Directory, and Microsoft 365 environments, ensuring secure authentication, policy compliance, and high system availability.
Manage VMware infrastructure, performing provisioning, monitoring, and optimization of virtual machines and storage resources.
Configure and support Microsoft on prem server services, including VM deployment, backup management, and security controls.
Implement and maintain data backup, disaster recovery, and archival strategies in alignment with industry best practices.
Resolve complex hardware, software, and networking issues to minimize downtime and maximize productivity.
Configure and administer firewall devices and endpoint security policies, safeguarding company data and assets.
Collaborate with business managers to ensure employees have the right computing resources while aligning with IT standards and budgets.
Draft technical documentation, IT policies, and system guidelines to streamline operations and ensure compliance.

Education

Postgraduate Diploma - Computer Systems Technology and Software Engineering

Sheridan College

01.2012

Bachelor’s degree - computer science engineering

Jawaharlal Nehru Technological University

01.2009

Skills

Operating Systems: Windows 10, Windows 11, macOS, Linux

Software & Applications: SCCM, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), service now for ITSM & ITAM

Cloud: Microsoft Azure, Microsoft Intunes, Entra and Microsoft Exchange

Hardware Support: Desktops, laptops, printers, mobile devices (iOS, Android)

Remote Support & Troubleshooting: Remote desktop tools, diagnostic utilities

Incident Management: Ticketing systems, call tracking applications, ITIL-based service delivery

Account Management: User provisioning, Active Directory, onboarding/offboarding procedures

Network Support: Basic troubleshooting of LAN, Wi-Fi, VPN connectivity issues

Security & Compliance: Access control, password resets, multi-factor authentication (MFA), z scalar, Tenable, Fortinet, Palo Alto and Carbon black

Technical Documentation: Knowledge base creation, support documentation maintenance

Customer Service & Communication: Clear and effective interaction with end-users to resolve IT issues efficiently

Networking Protocols & Security (Firewalls, VPN, TCP/IP, Routing, Switching)

Backup & Recovery Strategies (Veeam, Acronis, Database Archiving)

System Monitoring, Troubleshooting & Root Cause Analysis

IT Asset Management & Documentation

PowerShell Scripting & Automation

Strong User Support & Customer Service