Ruhi Thakur

IT Support Analyst @ Xplore

About

• Detail-oriented IT Support Analyst nearly 2 years of hands-on experience supporting Windows, macOS, and Microsoft 365 environments. • Proficient in hardware/software troubleshooting, user administration, system deployment, and remote diagnostics • Skilled in Active Directory, Azure AD, Microsoft Intune, VPN configuration, and LAN/WAN network support (TCP/IP). • Experienced in managing tickets through JIRA and ServiceNow, ensuring SLA compliance and high first-contact resolution • Strong in onboarding/offboarding, device imaging, patch management, and Microsoft 365 application support (Outlook, Teams, SharePoint, OneDrive). • Recognized for clear technical documentation, SOP creation, and end-user training that improve support efficiency. • Certified in CCNA, Microsoft 365 Fundamentals (MS-900), and Technical Support Fundamentals. • Known for excellent communication, collaboration, and customer service, ensuring quick issue resolution and user satisfaction.

Country

Canada

City

Greater Toronto Area

Industry

Information Technology & Services

Skill

Problem-Solving, Basic Networking Tools (Ping/Traceroute), Mobile Device Support (iOS/Android), SLA Management, Knowledge Base Creation, System Monitoring Tools, Cloud Security Basics, Troubleshooting via Remote Tools (AnyDesk/TeamViewer), Patch Management, Command Prompt Troubleshooting, Virtual Machines (VMware/Hyper-V), Backup & Restore Operations, Antivirus & Malware Removal, ITIL Framework Understanding, Ticketing Systems (ServiceNow, JIRA, Zendesk), Email Configuration (Outlook/Thunderbird), Printer & Scanner Support, Hardware Troubleshooting (Laptop/Desktop), Firewall & Security Basics, TCP/IP Fundamentals

Experience

IT Support Analyst

Xplore

2024-6 - Present · 2 yrs 4 mos

Toronto, Ontario, Canada

• Troubleshot and resolved incidents involving Windows, macOS, and mobile environments, maintaining high first-contact resolution rates. • Managed service requests and incidents through ticketing systems (JIRA, ServiceNow), prioritizing tasks to meet established SLAs. • Installed, configured, and deployed hardware, operating systems, and applications; performed system imaging and workstation setups for new employees. • Assisted in onboarding and offboarding processes, including account creation, permissions management (Active Directory/Azure AD), and device provisioning. • Provided remote and on-site support for connectivity, VPN, and wireless access issues, collaborating with network and infrastructure teams when required. • Supported Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) by resolving login, synchronization, and configuration issues. • Performed routine maintenance, software updates, and patch installations to ensure system reliability and security compliance. • Maintained detailed technical documentation and created user guides, FAQs, and troubleshooting resources to enhance knowledge sharing. • Participated in IT projects such as system upgrades, new application rollouts, and infrastructure enhancements, following change-management protocols. • Monitored and maintained asset inventory for hardware and licensed software, ensuring adherence to IT governance and security standards. • Communicated clearly with users and management regarding issue status, system updates, and downtime, ensuring transparency and user satisfaction.