Sageepan Sivanesan

 With 5 years of experience, we tackle everything from simple fixes to complex recoveries. Our technicians are skilled in maximizing productivity by patching and upgrading various applications, planning, installing, and configuring Windows  Workstation

• To pinpoint the problem and plan the fix.
• From screen replacements to component upgrades.
• Virus removal, data recovery, and software installations.
• Regular check-ups to keep your systems in top shape.

5 years of experience, we tackle everything from simple fixes to complex recoveries

EXPERIENCE
IT Support Specialist / Sun IT Solution - Markham, Ontario., Canada 08/2023 - Current
Achieved a 20% reduction in average resolution time through streamlined processes and efficient troubleshooting
techniques.
Successfully implemented a user training program resulting in a 15% decrease in recurring support tickets within
the first three months.
Led a project to enhance cybersecurity measures, resulting in a 30% decrease in security incidents over the past
year.
Implemented user satisfaction surveys, achieving a consistent satisfaction rating of 95% or higher.
Demonstrated strong collaboration with cross-functional teams, contributing to a 10% improvement in overall IT
system reliability.
Repair Technician / BFG Enterprise Services - Markham 10/2022 - Current
Successfully identify and resolve technical problems within established timeframes, achieving a minimum of 95%
accuracy in issue diagnosis.
Execute timely and effective repairs on electronic devices, achieving a 98% customer satisfaction rate based on
SS
post-repair surveys.
Implement rigorous testing protocols to ensure repaired equipment meets or exceeds industry standards, resulting
in a 99% reduction in post-repair issues.
Repaired various models of printers and POS devices
Recommended and developed test systems for the Test Technicians
Performed quality checks on a random percentage of devices from the test area
Data entry into the inventory system as well as tracking quality results
Assist with preparing and shipping products out to an authorized repair center.
Configuration Technician / CompuCom - Markham 06/2022 - 10/2022
Communicate and assess customer requests and specifications, promptly unpacking and installing all relevant
computer hardware and peripheral equipment to enhance customer satisfaction by 50%.
Conduct essential software installations on computers for over 60+ clients, utilizing exceptional problem-solving
skills to troubleshoot and accurately resolve any errors.
Complete all required documentation, including Quality Assurance and Quality Control (QA/QC) reports, using
attention to detail and organization skills, reducing information discrepancies 30%
Conducted 30+ onsite and offsite computer network installations and upgrades using extensive knowledge of
LAN/WAN Networking and proper networking software setup
Configure firewalls, routers, switches, and load balancers to enable optimal connectivity in complex networks,
reducing downtime by 50% on average.
Offer clear and concise technical guidance to customers and internal staff, resulting in a 25% decrease in repeat
service calls and increased customer confidence.
Computer Technician / CDI Computer Dealers Inc. - Markham 10/2019 - 04/2020
Managed company data privacy and security by properly disassembling 50 servers and 30 PCs, wiping data from
desktops/laptops, and/or destroying hard disk drives as necessary
Achieve a 20% reduction in hardware-related incidents through proactive maintenance.
Received commendation for exceptional customer service, achieving a 98% satisfaction rate in user surveys.
Initiated a comprehensive training program for end-users, leading to a 25% decrease in user-generated support
tickets.
Oversaw workplace safety, maintaining workplace cleanliness and ensuring proper return of all tools
Guided 5 new employees, assigning tasks and providing education on any unfamiliar aspects of duties during
installation, maintenance, or troubleshooting, improving employee productivity by 50%.
Computer Technician / Bits Tech Computer Solutions - Scarborough 04/2015 - 08/2019
Performed installation of Windows 7, 8, and 10 on 20+ laptops/desktops and completed necessary backup and
preventative disaster recovery operations
Answered customer phone calls, troubleshooting, assisting, and educating as needed professionally,
improving client retention by 50%
Assessed 20+ PC problems onsite, repairing hardware/software issues and utilizing excellent judgment in properly
handling malware/virus removal.
Achieve a 20% reduction in hardware-related incidents through proactive maintenance.
Implement security measures, resulting in a 15% decrease in network vulnerabilities.
Develop and implement preventive maintenance schedules for computers and peripherals.

EDUCATION 
Network Systems Administrator Diploma, CDI College.