Amit Mishra is seeking a position as a desktop or network technician where he can utilize his 4.5 years of IT experience and skills. He has experience in desktop support, network administration, and technical sales. His skills include installation, maintenance, and troubleshooting of computer hardware, operating systems, and networking equipment. He is proficient in Windows, Active Directory, and network security tools.

1. Amit Mishra
358 Briar Hill Ave • London • Ontario • N5Y1N9 • (226)700-9183 • amitm9334@gmail.com
Desktop/Network Support Technician
Certified Information Technology Specialist along with 4.5 years of valued experience
into IT industry is currently seeking for an opportunity into IT field as a Desktop or
Network Technician role wherein I can utilize my earned skills and qualifications to
deliver the best out of me towards my Company and achieve professional growth.
Earned Skills
 Proficient in installation, configuration, maintenance and upgradation of computer assets
& peripherals such as RAM, video cards, LAN network adapters, printers, scanners,
copiers, servers, mobile devices (Android, IOS, Blackberry).
 Managed working without any supervision and provided positive output for assigned
duties.
 Earned strong problem solving and time management skills with various experimental
solutions.
 Hands on experience with Windows Operating System, Windows Server 2008, Active
Directory, OS Applications, and Network Penetration Testing.
 Proficient in troubleshooting hardware and software problems related to Desktops and
Laptops.
 Hands on experience with running security tools to determine system vulnerabilities.
 Fluent in communication and possess interpersonal skills.
 Proactively keeps up to date knowledge of company and upcoming technologies in IT
industry.
 Accomplished dealing with Microsoft Outlook 2010 and Communicator issues.
 Expert level knowledge in TCP/IP, DHCP, DNS, Token Ring, VPN, SSH.
 Familiar with BCM, CISSP, ITIL, PIPEDA, ISO Standards, SOX_COBIT.
 Knowledge of VMWare, Ubuntu, Kali Linux, Metasploit and the command line interface.
 Intermediate level knowledge of CISCO ASA Firewalls.

2. Education
Post Graduate Diploma, Information Security Management,
Fanshawe College, London, Ontario, Canada May 2014 – Dec 2015
(Completed)
Post Graduate Diploma, International Business Management
St. Lawrence College, Kingston, Ontario, Canada Jan 2015 – Aug 2015
(Completed)
Bachelor in Commerce, Accounting, June 2005 – October 2009
Thakur College of Science and Commerce, Mumbai, India
(Completed)
Work Experience
 Convergys, London (Canada) 2nd May 2016 – Present
Technical Support Associate
 Working as a Tier Level 2 analyst and providing support accordingly.
 Interacting with American IT Business customers and solving technical problems.
 Streamlined process to proactively resolve Business customer’s technical issues.
 Troubleshooting Operating systems Windows Vista, 7, 8, 10 and MAC operating
systems, Server 2008, 2012.
 Configuring various routers such as Motorola Arris, Net gear, and Belkin.
 Configuring Static IP’s and Port Forwarding on the router.
 Providing technical assistance to the team and ensure quality of service delivery is
maintained.
 Advanced tools used for ticketing and troubleshooting such as CRM, G2,
BBNMS, CMS, BBT.
 Facilitate IT process improvement through creation of technical knowledge
articles and trainings.
 Maintain patience and composure during in face off difficult customer situations.

3.  Dispatching field technicians at Business premises to fix the line faults and loop
length issue.
 Following up with business customers and updating them about their
Open/Pending cases.
 Maintaining and following hierarchy levels at every stage of an escalation and de-
escalation process.
 Multitasking and working as a team and maintaining positive work environment.
 Working extra hours whenever required for the team and meeting up the
necessary service level agreements.
 Placing move orders for the business while moving from one location to other.
 Researching and evaluating latest technology solutions and recommendation for
improve in system tools.
 Documenting network problems and resolution for future reference.
 Worked as a Transition coach for the new hires and trained new Associates.
 Bill Gosling Outsourcing, London (Canada) 13th Oct 2015 – 28th April 2016
Sales Representative
 Sold American Express Reserve, Platinum and Simply Cash Credit on the call to the
Canadian customers.
 Exceeded target sales by 10 – 15%.
 Better understanding of American Express credit cards as to get a foot in the door.
 Explained American Express products precisely and making customer understand its
benefits and value.
 Presented the products to the customer and answering the questions related to the
products and services.
 Following up with the customers by keeping in mind their needs from the product and
briefing them accordingly.
 Answered questions of the customers related to the American Express Credit cards.
 Exchanged selling strategies with the team during team huddles.
 Worked as a team and hit the weekly sales targets.
 Nomura Services India Private limited, (India) 21st Sep 2011 – 31st Oct 2013
DesktopSupport Technician
 Closing solved tickets with user's confirmation.
 Working on ticketing tools: NSAM Remedy.
 Taking ownership of the issues and provide resolution.
 Responsible to produce weekly reports, which track Project status and Incident reporting.
 Installation of applications through Nomura SCCM tool, their troubleshooting and
upgrade of the same.

4.  Installed, diagnosed, repaired, and maintained mobile devices, printers, copiers, servers
and networking equipment.
 Creating user id's for new joiners or temporary staff which includes allocation of profile
and home directory and access control.
 Worked on Mobile Iron, Goods Messaging and Blackberry configuration.
 Maintained weekly backup of desktop systems which included updates, security patching
and virus definitions.
 Responded to the incidents and issues in a timely fashion manner by following hierarchy
levels.
 Adding user's to various groups in Active Directory and maintaining/modifying their
roles.
 Configured and diagnosed issues related to Microsoft Outlook 2010 and communicator.
 Provided access to different applications with the help of Identity Access Control Form to
gain access for priority applications.
 Diagnosed and resolved RSA token Login issues on PC’s and mobile phones for remote
users.
 Created process documents for team.
 Restored data, files, documents and drivers.
 Monitored company-wide trouble ticket queues (Europe, Asia Pac, US).
 Communicated with Network team to resolve network outages and periods of reduced
performance.
 Provided 2nd and 3rd level technical support and troubleshooting to internal and external
clients.
 IBM Global Services, (India) 17th Sep2009 – 7th Sep 2011
Technical Support Engineer
 Troubleshot Internet related problems as well as LAN and Wireless issues on live call.
 Configured and diagnosed issues related to routers such as Net gear, Belkin, Linksys, and
Cisco etc.
 Helped customers with any application issues with the help of Remote support.
 Contacted 3rd Level technicians in case of major line fault.
 Followed process protocols and the maintained SLA's.
 Managed to maintain important process documents for the team and weekly timesheets.
 Managed call flow and responded to technical support needs of customers.
 Identified and solved technical issues with a variety of diagnostic tools.
 Answered telephone calls promptly and minimized delays that could lead to abandoned
calls.
 Reviewed technical documentation and procedures.
 Supplied suggestions regarding increase in technical support productivity.
 Mentored and trained new representatives.
 Assisted resolution team with answering questions for new agents on the role.
 Performed support Level from Tier 1-3.
 Displayed ability to work with and towards resolution with both customers and
Managers.

5. Certification
 Hardware and Networking from St. Angelo’s Institute with "A+" grade.
Personal
 Like to explore new places and travel.
 Participation and volunteering in social services.
 Health Conscious, hence Gym is my second house.
 Riding bikes.
I, hereby declare that the above information is true to the best of my knowledge.
DATE: 13th October 2016
(Amit.J. Mishra)
Note: Ready to relocate