Achieved high levels of SLA compliance through effective resolution of complex IT issues. Enhanced system reliability by implementing best practices in hardware, software, and network troubleshooting across multiple sites. Improved user onboarding and ticket management processes through collaboration with tier 2/3 teams. Delivered reliable IT solutions by leveraging expertise in Microsoft 365, Active Directory, ERP systems, and cloud technologies.
Hi, I’m
Dennis Uthup Sajan
Hamilton,ON
Summary
Overview
1
years of professional experience
8
Certificates
Work History
Arrow Machine and Fabrication Group Inc.
IT Support
01.2024 - 08.2024
Job overview
- Worked in an ITIL-based service desk environment, contributing to ITSM process improvement.
- Diagnosed and resolved technical issues spanning Microsoft 365, Exchange Online, Active Directory, networking, and ERP systems, ensuring minimal downtime.
- Administered user onboarding, including AD account creation, VPN setup and configuration, and provisioning hardware/software, improving setup efficiency. Managed support tickets via JIRA, providing clear communication and timely updates to maintain SLA compliance and high customer satisfaction.
- Collaborated with Tier 2/3 teams on escalations, system bugs, and feature requests, ensuring swift resolution of complex issues. Utilized SQL queries to troubleshoot ERP related reporting and access problems.
- Maintained accurate documentation for support knowledge base development
Walmart Canada
Walmart Associate
09.2022 - 09.2024
Job overview
- Delivered friendly, knowledgeable assistance and support to customers in a fast-paced retail environment, Achieved Employee of the month during the period.
- Supported store operations through accurate pricing, signage, and section organization.
Education
Mohawk College of Applied Arts & TechnologyHamilton, ON
Computer Systems Technician from Network Systems
04.2025
University Overview
Graduated April 2025
Skills
- Technical Support & Troubleshooting (Hardware Software Network)
- Microsoft 365, Active Directory & Exchange Online
- System Installation, Configuration & Maintenance
- Networking: LAN / WAN / DNS / DHCP / TCP/IP
- ERP & SQL Troubleshooting Jira
- Service Management JOBboss Citrix
- VPN Setup & Secure Remote Access
- Cloud Technologies (Microsoft Azure)
- Collaboration & Customer Service Excellence
- SLA Compliance & Documentation
- ISO 20000, ITIL, AWS, ITSM & GitHub Foundations
- Linux, UNIX & HTML
Certification
- Microsoft Azure Fundamentals (AZ-900)
- Google Technical Support Fundamentals | CCNA 200-301
- MS OFFICE 365
- ITSM Foundations
- ITIL 4 Foundations
- Practical GitHub Actions
- Azure Administration Essentials
- Critical communications for IT
Timeline
IT Support
Arrow Machine and Fabrication Group Inc.
01.2024 - 08.2024
Walmart Associate
Walmart Canada
09.2022 - 09.2024
Mohawk College of Applied Arts & Technology
Computer Systems Technician from Network Systems