Abin Rappai

IT Network Analyst - T1 Lead @IMP Solutions

Halifax, NS, CA

Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources and ensuring timely resolution of issues.Led and supervised the Tier 1 Service Desk team, providing guidance, mentorship, and training to ensure consistent and effective customer support.Coordinated daily operations of the Tier 1 support team, managing ticket queues, prioritizing tasks, and ensuring service level agreements (SLAs) were met.Acted as an escalation point for complex technical issues, collaborating with Tier 2 and Tier 3 teams to ensure prompt issue resolution.Proactively identified areas for improvement and potential risks within the SharePoint environment, proposing resolutions and implementing necessary changes.Configured, tested, and maintained Windows Server operating systems, including setup of server roles and features.Implemented, developed, and tested the installation and update of file servers, print servers, and application servers to maintain system reliability and performance.Assisted with Office 365 administration, including user management, license assignment, and troubleshooting email and Teams issues.Created and maintained documentation for support processes, standard operating procedures (SOPs), and knowledge base articles to ensure consistent team performance.Supported remote access troubleshooting including VPN, network connectivity, and end-user hardware/software issues.Conducted regular team meetings and performance reviews, ensuring alignment with IT goals and continuous service improvement initiatives.

Phenix Institution

Diploma, Computer Hardware Engineering

Fanshawe College

diploma, Computer Science