Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

SAGAR KAFLE

Halifax

Summary

Dynamic IT professional with extensive experience at Compugen Incorporation, excelling in troubleshooting and resolving complex technical issues. Proficient in Windows OS and Active Directory, I leverage strong communication and problem-solving skills to enhance user satisfaction and streamline support processes, consistently achieving high service standards in fast-paced environments.

Overview

2
2
years of professional experience

Work History

Technical Analyst

Government Of Nova Scotia
Halifax
12.2024 - Current
  • Responded to inquiries via telephone calls, emails, and in-person requests for technical support related to computer systems, software, and hardware.
  • Used advanced Microsoft administration tools such as Active Directory Services, DNS, Exchange Admin Center, Entra Admin center SCCM, and Intune.
  • Gained hands-on experience with support tools such as remote PC management, CRAM, and incident management system (Assyst) to efficiently resolve customer requests.
  • Strong understanding of Windows Group Policy administration (Microsoft Identity Manager (MIM)).
  • Proficient in Windows desktop operating systems (Windows 10 and above) and Microsoft technologies, including Microsoft Office Suite/Office 365 and Outlook.
  • Helped clients in utilizing the government's network services, including internet, printing, software, data directories, and storage space.
  • Ensured clients were well-informed of necessary steps to resolve issues and managed expectations effectively.
  • Understood client priorities, identified potential causes of IT service disruptions, and sought assistance from appropriate resources when needed.
  • Provided timely and efficient technical support, adhering to established service standards.
  • Communicated service levels clearly to clients, fostering a sense of professionalism, respect, and confidence in the resolution process.
  • Developed strong customer service skills by interacting with end-users in a professional, courteous, and helpful manner.
  • Recorded and documented hardware/software issues, system crashes, actions taken, and solutions provided.
  • Participated in projects and initiatives as part of a project team, completing tasks assigned by managers, project managers, or supervisors.

IT Support Technician [ Tier I and Tier II]

Compugen Incorporation
Toronto
11.2023 - 06.2024
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to inquiries via phone, email, or in-person and resolve technical problems efficiently.
  • Diagnose and troubleshoot technical issues, including network connectivity problems, software errors, and hardware malfunctions on-site and remotely.
  • Install, configure, and update computer systems, software, and peripherals as needed.
  • Document all technical inquiries, incidents, and resolutions in a helpdesk ticketing system.
  • Collaborate with other IT team members to escalate complex issues and ensure timely resolution.
  • Assist with user account management, including password resets, account creation, and access permissions.
  • Provide training and guidance to end-users on how to use computer systems, software, and applications effectively.
  • Maintain knowledge of current technological trends and best practices to provide proactive support and solutions.
  • Perform routine maintenance tasks, such as software updates, virus scans, and system backups, to ensure system integrity and security.
  • Adhere to company policies, procedures, and service level agreements (SLAs) while providing support to end-users.

Service Desk Analyst

Seneca College Of Applied Arts and Technology
North York
05.2023 - 10.2023
  • Responded to inquiries via telephone calls, emails, and in-person requests for technical support related to computer systems, software, and hardware.
  • Helped students in utilizing the college's network services, including internet, printing, course software, data directories, and storage space.
  • Provided support for diagnosing and resolving hardware issues in computer labs, ensuring seamless operation for students.
  • Aided with accessing Student Home and Seneca blackboard portals, resolving login and navigation issues.
  • Aided students with remote access to IT systems, including online learning platforms and course software.
  • Offered guidance with web services and navigation, directing students in accessing online resources and tools.
  • Participated in training sessions and workshops to improve technical skills and knowledge and shared insights with colleagues and users when appropriate.
  • Developed strong customer service skills by interacting with end-users in a professional, courteous, and helpful manner.

Education

Computer Networking and IT Tech Support -

Seneca College Of Applied Arts and Technology
North York, ON
04.2023

Skills

  • Windows OS
  • Active Directory
  • ITIL
  • Office 365 administration
  • VPN configuration
  • Windows Group Policy administration
  • Basic networking
  • TCP/IP
  • DNS
  • DHCP
  • Troubleshooting hardware and software issues
  • Windows
  • MacOS
  • Linux
  • Installation
  • Configuration
  • Maintenance
  • IT security protocols
  • Firewall configuration
  • Antivirus management
  • Malware remediation
  • Ticketing systems
  • ServiceNow
  • Assyst
  • Communication skills
  • Problem-solving abilities
  • Time management
  • Collaborative team player
  • Adaptability
  • Flexibility
  • Resourcefulness

References

References can be provided upon inquiry.

Timeline

Technical Analyst

Government Of Nova Scotia
12.2024 - Current

IT Support Technician [ Tier I and Tier II]

Compugen Incorporation
11.2023 - 06.2024

Service Desk Analyst

Seneca College Of Applied Arts and Technology
05.2023 - 10.2023

Computer Networking and IT Tech Support -

Seneca College Of Applied Arts and Technology

Similar Profiles

CREATE PROFILE
SAGAR KAFLE