Nikhil Ghelani

Experience

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  Unitech Office Solutions

  Feb 2015 - May 2017

  IT Service Technician

  Diagnosis of desktop, application, networking and infrastructure issues.Experience of supporting a wide and varied client base.Troubleshooting PC’s and Laptops.Providing 1st/2nd line support to users.Administering the IT department’s policies and procedures.Installation and support of telecommunication equipment.(Panasonic PBX)Maintaining a log of all problems detected and system backups.Responsible for maintaining backups and for project work such as new builds.Working closely with software suppliers to resolve operational issues.Delivered numerous websites developed using PHP, SQL Server, AJAX and JavaScript, CSS, Html5Managing and Programming Panasonic Phone PBX (TDE100, NCP500 and NS700) Show less

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  BMO Financial Group

  May 2017 - May 2019

  Help Desk Support Analyst

  ▪ Provide Service desk support to Users via Phone and emails on an average of 20 - 25 calls daily and keeping up the 90% of SLA.▪ Generate and update incident ticket on every call, verify the severity of the problem and resolve it at the first level.▪ Identify the seriousness of the problem and assign them to the appropriate level or group. ▪ Managing at least 35 applications' 1st first levels of support such as password reset and common issues. ▪ Installing software upon verifying the user's AD profile and adding roles to their profile if needed. ▪ Giving 2nd level functions such as ID creation, remote control and management of permissions and security groups within Active Directory. ▪ Following pre-defined processes for gathering or confirming customer information and maintaining ▪ quality performance in call handling. ▪ Enroll users and give support on Mobile devices. Show less

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  Helix IT Inc.

  May 2019 - May 2021

  IT Technician

  Provide Level 1/2 support for IT, Handle daily support activities on desktops/laptops, printers, data network and server management.▪ User Management and basic Email exchange duties.▪ Basic windows 10 troubleshooting.▪ Microsoft O365 applications like Outlook, Word, and Excel support and troubleshooting.▪ Provide training on existing applications to the new users.▪ Physically install and deploy new equipment as required.▪ Prepare KB for the users. ▪ Running cables like CAT5 to server to a computer and checking for the issues with tools.▪ Installed Modem and Access Points. Show less