Chayan Kumar
IT Operations Analyst @TD
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WORK HISTORY
IT Operations Analyst @TD
London, ON, CA
Provide Exceptional Technical Support:Serve as the first point of contact for technical support, resolving a wide range of hardware, software, and network issues with a first-call resolution focus. Escalate unresolved issues to the appropriate teams in a timely manner. •Efficient Problem Resolution:Utilize advanced troubleshooting techniques for PC hardware, software, and system applications, including Microsoft O365, Active Directory, and ticketing systems like ServiceNow. Ensure seamless operations across multiple lines of business. •Customer-Centric Service:Deliver courteous, efficient, and professional customer service while maintaining strict confidentiality and adhering to company security policies. Provide guidance to colleagues to address complex inquiries and problems effectively. •Incident Management: Track, document, and prioritize incoming tickets. Identify, escalate, and communicate major outages or wide-impacting issues while maintaining consistent follow-up with customers and stakeholders. •Process Improvement: Monitor service trends and identify opportunities for process optimization. Contribute to knowledge base updates, ensuring documentation is accurate and accessible to support operational efficiency. •System Maintenance and Support: Administer, configure, and troubleshoot enterprise systems, including Citrix, RAS, Azure, and Oracle. Maintain secure environments, complying with organizational disaster recovery and business continuity plans. •Knowledge Building: Develop and maintain a robust understanding of IT systems, applications, and processes used across TD Bank’s business units, including Windows 10, Mac OS, SaaS platforms, and VoIP systems. •Cross-Functional Collaboration: Collaborate with team members, supervisors, and external vendors to resolve technical challenges, meet SLAs, and implement process improvements.
EDUCATION
Guru Gobind Singh Indraprastha University
Bachelor of Technology - BTech
Fanshawe College
Construction Project Management
ABOUT CHAYAN KUMAR
IT Operations Analyst | Technical Support Specialist | Problem-Solving Enthusiast As an IT Operations Analyst at TD Bank, I deliver efficient, client-focused IT support to ensure seamless operations across complex technical environments. With over 3 years of expertise in Tier 1 and Tier 2 support, I excel in troubleshooting, process optimization, and proactive IT solutions. Key Responsibilities at TD Bank: • Troubleshoot hardware, software, and network issues to minimize downtime and optimize system performance. • Support platforms like Windows, Unix/Linux, and SaaS applications using role-specific tools for effective incident management. • Collaborate with teams to resolve escalated issues, adhere to SLAs, and improve workflows. • Maintain technical documentation and internal knowledge bases to enhance team efficiency. Core Competencies and Skills: • Technical Expertise: Proficient in networking protocols (TCP/IP, DHCP, LAN/WAN), Citrix, O365 Suite, and remote server systems. • **Problem-Solving:** Skilled in resolving complex IT issues, ensuring operational efficiency and client satisfaction. • Customer Service: Proven record of high-quality support with professionalism in high-pressure scenarios. • Process Optimization: Experienced in streamlining workflows to boost team productivity. • Collaboration: Adept at working with cross-functional teams to meet organizational goals. Professional Journey: From Gatestone & Co as a Technical Support Representative to Tech Mahindra as a Sr. Technical Associate, I’ve consistently delivered results. I’ve managed escalations, diagnosed network issues, and optimized IT systems, always focusing on customer satisfaction and solutions-driven results. What Drives Me: I’m passionate about bridging technology and users, enhancing IT experiences through timely, client-centric solutions while embracing new challenges. Let’s Connect! If you’re seeking a dedicated professional with technical expertise and exceptional service, I’d love to connect and discuss how I can contribute value to your network.
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