Hi, I'm
Shital Makwana
IT Support Associate
8+
Years Of Experience
40+
Projects Completed
30+
Incidents Resolved
My Skill Set
Delivering efficient IT support, system monitoring, and incident resolution across enterprise environments and infrastructure systems
IT Support & Ticketing Systems
Managing incident tickets using ServiceNow, JIRA, and PagerDuty while ensuring timely resolution, escalation handling, and maintaining SLA compliance consistently
System Administration & OS Management
Administering Windows and Linux systems, handling access management, troubleshooting issues, and ensuring system stability across enterprise infrastructure environments effectively
Network Monitoring & Troubleshooting
Monitoring networks using TCP/IP, DNS, DHCP while diagnosing connectivity issues and ensuring seamless performance using enterprise monitoring tools
Why Choose Me
My Experience Area
Projects
My Amazing Works
Experience
Toronto School of Management
Roles & Responsibilities
• Delivered technical guidance on operating systems, networking, and software tools to 40+ users, improving troubleshooting knowledge and system understanding
• Assisted users with debugging, software setup, and issue resolution, improving task completion rates by 20% through effective support practices
• Provided user support for system navigation, documentation, and technical queries, increasing adoption rates by 20% and enhancing usability
MSCI Service Pvt. Ltd.
Roles & Responsibilities
• Monitored Linux and Windows servers using Nagios, SolarWinds, and SCOM, reducing incident response time by 25% through proactive monitoring
• Managed incidents through ServiceNow and PagerDuty, handling escalations and bridge calls, improving SLA adherence by 20% across systems
• Automated reporting and built Power BI dashboards using Python and SNOW data, reducing manual effort by 30% significantly
Narsee Monjee College
Roles & Responsibilities
• Delivered instruction in operating systems, web programming, and software engineering to 40+ students, improving academic performance by 18%
• Mentored student projects in software development, increasing project completion rates by 20% through hands-on technical guidance
• Coordinated academic activities and seminars, improving student participation and exposure by 15% through structured initiatives
Pioneer Education Center
Roles & Responsibilities
• Assisted users with software setup, debugging, and troubleshooting, reducing technical issues by 25% and improving overall system usability
• Provided hands-on support for installation and issue resolution, reducing recurring problems by 30% through effective technical assistance
• Guided users on system usage and documentation, increasing adoption rates by 20% and enhancing user experience significantly
DEGREE
EDUCATION
Master of Science in Information Technology
August 2014 - June 2016
Bachelor of Science in Information Technology
July 2011 - May 2014
Professional Recognition & Feedback
Awesome Service
Testimonial 1
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