Umesh Kachariya

Service Desk Analyst @Nova Networks

Ottawa, ON, CA

Providing IT service desk support to the City of Ottawa as a Nova Networks consultant, acting as the first point of contact for staff across departments.Deliver phone, remote, and desk-side assistance for hardware, software, and network issues, ensuring uninterrupted city operations.Manage and track incidents using the Marvel ticketing system, ensuring timely resolution and high service standards.Administer and troubleshoot Active Directory accounts (user creation, modifications, password resets, and access unlocks).Support and configure Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) to resolve user access and collaboration issues.Perform Windows OS installation, updates, patching, and troubleshooting for desktops and laptops.Configure, maintain, and troubleshoot network printers and peripheral devices across city offices.Document recurring issues and resolutions, contributing to the knowledge base and improving future response times.