Parth Vyas
Sr IT Ops & Infra Analyst - Soc Air Canada @NTT DATA
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WORK HISTORY
Sr IT Ops & Infra Analyst - Soc Air Canada @NTT DATA
Brampton, ON, CA
Delivered front-line technical support and outstanding customer service toenterprise users, swiftly resolving IT incidents and service requests whilemanaging and optimizing workflows through the ServiceNow ITSM ticketingsystem to enhance efficiency, user satisfaction, and service delivery. Consistently exceeded performance targets by achieving first-call resolution(FCR) rates above 90%, while providing Tier 2 support within the Service Deskand efficiently escalating complex issues to the appropriate teams as needed. Executed first-level enterprise-wide support for IT infrastructure, resolvinghardware, software, and network issues on desktops and laptops, whilehandling user inquiries, diagnosing technical problems, and collaborating withTier 2/3 teams for advanced troubleshooting using Microsoft System CenterConfiguration Manager (SCCM), Intune & Mobile Device Management (MDM). Administered operational support for the Service Desk ticketing system, includingaccount creation, maintenance, and administration of enterprise user accounts;performed password resets and managed network drive space allocations usingActive Directory and File & Storage Services (FSRM). Maintained expertise in corporate-standard applications and collaboration tools,including Microsoft Teams, Cisco Webex, Slack, and Zoom, to facilitateseamless team meetings and conferences. Provided in-person IT support at off-site locations, including Toronto PearsonAirport Terminal 1 and AIRCANADA GTA buildings with RAIC, ensuringseamless operations by utilizing remote desktop tools (RDP, TeamViewer) anddiagnostic utilities to efficiently resolve user issues.Facilitated expert technical support for windows 10 & 11 features, office 365,Microsoft Outlook, troubleshooting and resolving issues related to accountconfiguration, connectivity, email synchronization, and performance optimization.
EDUCATION
Delphi
SAP Business one Functional
Gujarat University
Master of Computer Applications - MCA
The Maharaja Sayajirao University of Baroda
Bachelor of Science (B.Sc.)
Centennial College School of Business
Post Graduate
Sir Sandford Fleming College of Applied Arts and Technology
Post Graduate
Fleming College
Secondary Post Graduation
ABOUT PARTH VYAS
An experienced IT Analyst and project coordinator with deep functional skills specializing in multiple Enterprise resource planning software, SQL database administration, reporting and Analytics tools. A passion for helping people to use technology, ability to communicate patiently and effectively with non-technical clients and maintaining professional appearance in a client facing role with positive communications and working relationships at all business levels. An IT analyst with different segments of Canadian Industry leaders including Air Canada (AIR), Royal Bank of Canada (RBC) and Bank of Montreal (BMO) • Maintained an excellent academic record with strong operational, communication, and computer skills. Masters Computer Applications, B.Sc. Mathematics, and a dual post-graduate diploma in Business Administration: Project Management and Marketing Research & Analytics, as well as a Microsoft Office Specialist in MS Access 2013. • Certified SFC, SCRUM FUNDAMENTALS CERTIFICATION and pursuing for SMC, Scrum Master Certification • Proficiency in Microsoft Office 365 - Outlook, Excel, Word. Proficient in Microsoft Office, particularly in Excel VLOOKUP, HLOOKUP, PIVOT TABLES and referencing sheets. • Working knowledge of ITSM TOOLS such as ServiceNow & JIRA for administration and ticket/incident resolution Microsoft Project, User Access to SharePoint. • knowledge of computer technology principles, with application and troubleshooting techniques • knowledge in Microsoft SCCM, Intune,Microsoft Active Directory, and IT Service Management Systems • Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization. A self-motivated quick learner with a detailed oriented and willingness/ability to learn approach. • Proven IT Business modeling skills with ability to simplify complex business problems through fact-based analysis and thought leadership with ability to ‘think outside the box’ in identifying problems and implementing innovative solutions and detailed incident records with ticket hygiene through ITSM TOOL ServiceNow. • An adaptable, collaborative, results focused communicator. Highly motivated decision making through analytical skills and exceling in a leadership role. • Excellent confidence & commitment, comprehensive problem-solving abilities, flexible and open to learning new skills, programming languages and technologies, willingness to learn team facilitator hard worker and self motivated team player with ability to work closely with diverse groups and working styles.
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