Dharam Ghevariya

Jan 2025 – Sept 2025

Toronto, ON

Ontario Ministry — CYSSC Cluster I&IT

• Provided technical support for enterprise applications running on Windows and Linux servers, troubleshooting issues reported through the ticketing system and resolving incidents to restore service for end users.
• Investigated application failures by analyzing system logs, running diagnostic SQL queries against MS SQL Server and PostgreSQL databases, and coordinating with development teams to escalate root causes requiring code fixes.
• Built Python scripts to automate routine system health checks and monitor performance metrics, catching configuration drift and service degradation before users were impacted.
• Tested and validated REST API integrations using Postman after deployments, identifying connectivity and data flow issues and working with engineering to correct them.
• Maintained detailed documentation of troubleshooting procedures, system configurations, and known issues to support team knowledge sharing and reduce ticket resolution time for recurring problems.
• Responded to service health alerts from monitoring dashboards, triaged incidents based on severity and business impact, and communicated status updates to non-technical stakeholders in clear, accessible language.

Sep 2024 – Dec 2024

Toronto, ON

Seneca Polytechnic

• Resolved daily support tickets involving password resets, authentication issues, network connectivity problems, and software installation on Windows 10/11 and macOS systems for faculty and students.
• Diagnosed and fixed VPN connectivity and remote access issues by walking users through configuration steps, verifying network settings, and testing connections to restore service.
• Tracked recurring system issues by analyzing ticket trends and user reports, identified patterns pointing to underlying problems, and escalated to senior IT staff when root causes required deeper investigation.
• Kept detailed records in the ticketing system for every request, documenting steps taken, resolutions applied, and follow-up actions to ensure continuity and customer satisfaction.
• Delivered phone and email support with patience and professionalism, asking clarifying questions to understand issues quickly and resolving them efficiently on first contact whenever possible.