Shreya Dave

Senior Service Desk Technician @ Calian IT & Cyber Solutions

About

IT Support Analyst with 6+ years of experience in Level 1 and 2 technical supports across diverse IT environments. Expert in troubleshooting networking, servers, cloud services, and endpoint management with strong skills in Azure AD, Microsoft 365, and virtualization. Proficient in cybersecurity incident triage, backup solutions, and IT service management using tools like N-able, Datto, and ConnectWise. Background in data analysis and project support, supported by certifications in cybersecurity and cloud infrastructure.

Country

Canada

City

Greater Ottawa Metropolitan Area

Industry

Information Technology & Services

Skill

Customer Satisfaction (CSAT), Attention to Detail, Enterprise Software, Software as a Service (SaaS), Customer Experience, Technical Support, Windows Server, Briefing, Google Analytics, Google Sheets, Microsoft PowerPoint, Microsoft Outlook, ManageEngine, F5 BigIP, Nable, ConnectWise, IT Glue, Backupify, Office 365 Administration, Virtual Private Network (VPN)

Experience

Senior Service Desk Technician

Calian IT & Cyber Solutions

2025-11 - Present · 10 mos

Ottawa, Ontario, Canada

Information Technology Help Desk Technician

The IT Department

2023-11 - Present · 2 yrs 10 mos

Ottawa, Ontario, Canada

• Troubleshoot and resolve complex technical issues across networking, Windows/Linux servers, VMware, firewalls, routers, and wireless infrastructure. • Prioritize and manage daily tickets, coordinating effectively with clients, vendors, and internal teams to ensure timely resolutions. • Manage printer and label printer hardware/software issues and resolve scan-to-network folder connectivity and permissions. • Administer user lifecycle in Azure Active Directory, including onboarding, offboarding, and access management. • Create and enforce Group Policies (GPO) to maintain security and configuration standards across the network. • Leverage N-able RMM for endpoint monitoring, patch management, and device lifecycle oversight to ensure system stability and compliance. • Utilize Datto for backup operations and disaster recovery planning. • Manage ticketing workflows via ConnectWise and maintain IT documentation with IT Glue. • Administer Exchange Online mail services, Microsoft Intune device management, and SharePoint Online collaboration tools. • Generate and analyze cybersecurity reports to track threats and vulnerabilities, supporting proactive risk mitigation. • Conduct first-line cyber incident triage by analyzing alerts, reviewing logs, containing threats, and escalating incidents to security teams. • Participate in on-call rotation alongside engineering teams to provide 24/7 technical support.

IT Support Analyst

Medical Council of Canada

2022-9 - 2023-11 · 1 yr 3 mos

Ottawa, Ontario, Canada

• Imaged and deployed laptops and desktops; coordinated hardware provisioning and data migration with staff. • Troubleshot and resolved hardware and software issues on desktops and laptops. • Managed user accounts in Active Directory and Microsoft 365, including onboarding and offboarding. • Installed and supported telephone and mobile devices. • Delivered timely end-user support and training. • Assisted with software license management and Microsoft Office support. • Contributed to a PMO project using Power BI, SQL, and Excel for data extraction, dashboard creation, and workflow automation with Power Automate and Power Apps.