IT Service Management Analyst

• Sep 2021 - Present

Asset Management and Asset Lifecycle Incident Management Vendor Management Hardware Procurement ServiceNow Enhancement and Testing Project Management Asset Management and Asset Lifecycle Incident Management Vendor Management Hardware Procurement ServiceNow Enhancement and Testing Project Management

Information Technology Service Management Analyst

• May 2021 - Sep 2021

Team Lead - Technical Support Analyst

• May 2018 - Nov 2020

-Generating statistical reports on Salesforce for the clients -Working as frontline team to provide support for our client’s SAN systems -Resolving client issues on-call and providing support using Salesforce ticketing system -Advising technical troubleshooting and action plans to the clients -Debugging the command line and dumps logs from Linux based servers -Generating Return Merchandise Authorization (RMA’s) orders

Technical Support Analyst - Tier 2

• May 2018 - Jul 2018

•Addressing the tickets using Salesforce and providing resolution to the customers •Assisting the clients with data backup and creating backup plan as per the client needs •Debugging the command line and dumps logs from Linux based servers •Determining the cause of failures and providing action plan to the customers •Troubleshooting the storage devices over the network and give appropriate solutions •Providing troubleshooting on hard drives, NAS devices, and RAID systems over the… Show more •Addressing the tickets using Salesforce and providing resolution to the customers •Assisting the clients with data backup and creating backup plan as per the client needs •Debugging the command line and dumps logs from Linux based servers •Determining the cause of failures and providing action plan to the customers •Troubleshooting the storage devices over the network and give appropriate solutions •Providing troubleshooting on hard drives, NAS devices, and RAID systems over the phone •Worked as floor support for L1, L2 which includes handling the escalation calls over the phone

Technical Support Analyst - Tier 1

• May 2018 - Jun 2018

• Extensively troubleshooting external & internal hard drives, NAS devices and RAID systems for business clients and consumer clients of Seagate • Assist with installation, operational, maintenance and training related inquiries for products and applications • Follow documentation in salesforce and training materials to diagnose, resolve and escalate, when necessary. Enter all activity into online Technical Support database and provide documented information to the Knowledge… Show more • Extensively troubleshooting external & internal hard drives, NAS devices and RAID systems for business clients and consumer clients of Seagate • Assist with installation, operational, maintenance and training related inquiries for products and applications • Follow documentation in salesforce and training materials to diagnose, resolve and escalate, when necessary. Enter all activity into online Technical Support database and provide documented information to the Knowledge Base • Develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner

Supervisor

• Sep 2017 - Apr 2018

Supervisor at Scotia Plaza, Toronto Downtown

Control Room Operator

• Jul 2017 - Sep 2017