Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Sagar Thapliyal

Calgary

Summary

Adept IT Support Engineer with a proven track record at Sidetrade, excelling in technical support and AI-driven invoice processing. Demonstrated expertise in troubleshooting, cloud support, and enhancing customer satisfaction through effective problem-solving. Skilled in both Linux and Window environments, consistently achieving 100% SLA compliance.

Overview

10
10
years of professional experience
1
1
Certification

Work History

IT Support Engineer

Sidetrade
01.2024 - 10.2024
  • Supported invoices from order-to-cash process.
  • Offered AI driven email responses as salesforce cases in order to providing 24x5 support.
  • Better understanding in Augmented invoices, Augmented cash, Cash application and digital cases.
  • Manage the escalation process working with Customer success, Product and R&D.
  • Provided technical and functional support to our customers.
  • Resolved complex cases applying analytical problem-solving skills.
  • Became a product expert and share the best practices with my colleagues.


IT Support Analyst

CGI
08.2021 - 04.2022
  • Handled Service Request and Incident tickets with 100% Service Level Agreement (SLA) related to technical hardware and software issues (printer, cell phone, web browser, MS Office Suite, etc.).
  • Leverage appropriate tools for diagnostics, troubleshooting and resolution activities (remote takeover, knowledge base, ticketing tool, communication tools).
  • Log, document all troubleshooting steps and resolution activities within the ticketing tool (Service Now). Asset record update at each request for any hardware.
  • Follow standard service desk procedures and assign non‑resolved tickets to the appropriate support team, identify and escalate incidents to L2 requiring urgent attention and action.
  • Update the inventory of asset on based to the faulty, allocated, idle and untouchable categories.
  • Technical support for: Active Directory, Microsoft Office, Microsoft Exchange, VPN, Symantec, McAfee EMM / BES 12 / BlackBerry UEM, SAP, BETC (BELL ENTERPRISE TOTAL CONNECT), Internet browsers (Internet Explorer, Chrome, Firefox), Dameware, SCCM, AVAYA, Citrix, SingleView, OneBill, Equipments: Desktop, Printers, Mobiles devices. Use of ticketing systems like ITSM, ServiceNow.

Cloud Support Engineer

Wipro Technologies
11.2014 - 07.2017
  • Improved cloud production environment stability by working with others to set up, maintain and monitor applications and server systems.
  • Patched and updated software, monitored cloud based system performance, and responding to security incidents.
  • Created and managed virtual machines, configured storage and networking, and managed user access and permissions.
  • Provided support for cloud‑based migrations where we planned and executed cloud migrations.
  • Approved request for asset assigning and tagged systems, application license number and user details before dedicating the asset.
  • Supported applications and systems, provide application on cloud image, virtual systems while minimizing cloud crash risk.
  • Offered errorless support for application, software and operations, recommend changes, oversee execution, keep accurate documentation.
  • Provided effective daily support, identified and resolve issues and timely incident resolution all while making client satisfaction a top priority.

Education

Associate of Science - Internet And Technologies

ISI Montreal
Quebec Montreal
02-2022

Bachelor of Science - Computer Applications Development

HNB Unviersity
Delhi, India
07-2013

Skills

  • Salesforce
  • Desktop Support
  • Service Now
  • Technical Support
  • AI-Driven Invoice processing Support
  • Application Support
  • Troubleshooting
  • Linux Environment
  • Cloud Support
  • Windows server
  • Information security
  • Active directory

Certification

Problem solving intermediate

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)

Timeline

IT Support Engineer

Sidetrade
01.2024 - 10.2024

IT Support Analyst

CGI
08.2021 - 04.2022

Cloud Support Engineer

Wipro Technologies
11.2014 - 07.2017

Associate of Science - Internet And Technologies

ISI Montreal

Bachelor of Science - Computer Applications Development

HNB Unviersity

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Sagar Thapliyal