Amandeep Walia
Toronto,ON
Summary
Dependable IT Specialist with 5+ years of experience, track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Service Analyst (Contract)
Flynn Group of Companies
Mississauga, ON
10.2023 - Current
- Provide End user support and Application support using Zendesk, Atlassian Jira service request, issue management, ITSM and updating Confluence knowledgebase, user training articles for in-house applications and mobile apps.
- Azure Active directory management, Exchange server, SQL server and automation tools and Microsoft Power Automate
- Ordering, Configuring, deploying end user device and administration of application management tools such as Microsoft Intune, MS Exchange, ABM, Samsung Knox, and Lookout for mobile.
- Client-side application and software support such as M365 Applications, manufacturing/ engineering software (i.e., Autodesk, BlueBeam), various collaboration solutions such as MS Teams app and Audio Video Systems.
- User Azure AD security groups management, password resets, and authentication method setups
- Documentation building through Confluence , building application process flows, updating and adding the application support articles.
- Vulnerability management such as computer/software patch management tools, investigating and remediation of security incidents on end points.
- Using PowerShell and Python scripts for configuration management, queries, and task automation.
- Working with external vendors including Mobile device plans service providers and Telecom expense management.
End User Support Tech (Hardware Refresh Project)
Ontario Lottery & Gaming Corporation (OLG)
Toronto, ON
09.2023 - 10.2023
- Contributed to a short-term project focused on replacing laptops for OLG North York branch.
- Assisted users in migrating and recovering their data from old systems to the new hardware.
- Schedule, image, install software, test and deploy new PCs to users scheduled for refresh.
- Reclaim prior equipment, update documentation and assist with disposal process
- Track asset information accurately within ServiceNow ticketing system and asset management
Technical Service Desk Analyst
Accerta
Toronto, ON
07.2022 - 08.2023
- Provide support to internal team & Infrastructure through Service Now (Previously used ServiceNow), Endpointcentral Mitel, email, or other media, and respond to issues within defined SLAs.
- Sharepoint administration, SQL server administration, VMware ESXi, Proxmox Virtual environment management, Power Automate and power BI troubleshooting and application support
- Active Directory management, Azure AD management, maintenance for various applications and systems (e.g., create or modify user accounts, security groups and permissions and perform onboarding / offboarding).
- Manage firewall, switches, spam and phish control, Thycotic, CrowdStrike, endpoint security and access control.
- Manage wide variety of tools including VOIP phones: Mitel and Five9, Microsoft Exchange, Office 365 admin, Windows Servers VMs, Faxcore, Etherfax, printers and Cisco Meraki.
- Independently investigate and implement solutions to technical issues, make incident reports and be able to communicate with vendors.
- IT inventory management: IT equipment ordering , invoicing, RMA, stock management and regular followup with with finance team for IT budgeting.
- Leading Junior tech team and training the interns.
IT Desktop Support Analyst (1 Yr)
SP Data Digital
Toronto, ON
08.2021 - 07.2022
- Provide Level II & Level III support to Global internal team through various channels such as OsTicket System, phone, email or desk side as required.
- Application support: Worked on various application issues, troubleshooting and testing with the help of Infrastructure team
- Troubleshoot and provide support for a wide range of technologies including: Windows Server administration, Genesys Cloud,Thin Scale, Anti-virus software, Office 365, Windows 10 and Azure AD.
- Maintaining IT infrastructure, inventory and ensuring its smooth functioning.
- Continuously monitor and evaluate the IT systems including network and security to identify potential issues and provide solutions to prevent them.
Technical Support Analyst (2 Yrs 6 Months)
Sam Signs Inc
Etobicoke, ON
01.2019 - 06.2021
- Serve as the initial contact for IT related support requests and provide both remote and onsite technical support.
- Provide technical assistance and support to internal team and employees experiencing problems with hardware, software, and network systems.
- Diagnose and troubleshoot technical problems and provide appropriate solutions.
- Manage customer database system, email management and reports.
- Install, configure, and maintain hardware, software, licenses, inventory and network systems.
Assistant Professor (8 Months)
Sant Baba Bhag Singh University
Jalandhar, Punjab, India
01.2017 - 08.2017
- Develop and teach coursework in information technology and computer science.
- Mentor and advise students on their academic and professional goals.
- Engage in research and scholarly activities to advance the field of information technology.
- Develop and maintain partnerships with industry and academic organizations to enhance student learning and career opportunities.
- Participate in department events to promote the mission and goals of the institution.
Assistant Professor (1 Yr 2 Months)
KC Group of Institutions
Nawanshahr, Punjab, India
12.2015 - 01.2017
- Teach a variety of computer science courses at both the undergraduate and graduate levels including Microsoft Office , Adobe Photoshop & IT fundamentals.
- Conduct research and publish articles and papers in the field of computer science.
- Collaborate with other faculty members and researchers in the field of computer science to advance knowledge and practices in the discipline.
Education
Post Graduate Certificate - Project Management
Humber College
01.2019
Post Graduate Certificate - Enterprise Software Development
Humber College
12.2018
Master of Technology - Computer Science
Punjab Technical University
07.2016
Skills
- ServiceDesk Plus
- ServiceNow
- Endpoint Central (formerly Desktop Central)
- Faxcore
- Etherfax
- Cisco Meraki
- Microsoft Exchange
- Firewall Administration
- Mitel
- System Administration
- Computer Hardware
- Trendmicro
- Crowdstrike
- Application Support
- Microsoft Windows and Office
- Vendor Relations
- Database Management
- Power BI
- SQL Server
- Azure Active Directory
- Exchange server
- Inventory & Budgeting
- Tracking and Documentation
- Jira Service Requests
- Confluence
- Microsoft Power Automate
- Power shell / python
- Virtualization: Vmware , Proxmox
Certification
CompTIA A+ 2023 Certification
CompTIA Network+ 2023
Microsoft Certified: Azure Fundamentals
Microsoft Microsoft 365 Certified: Fundamentals
Intro to ITSM ITIL 4 (Udemy)
Timeline
IT Service Analyst (Contract)
Flynn Group of Companies
10.2023 - Current
End User Support Tech (Hardware Refresh Project)
Ontario Lottery & Gaming Corporation (OLG)
09.2023 - 10.2023
Technical Service Desk Analyst
Accerta
07.2022 - 08.2023
IT Desktop Support Analyst (1 Yr)
SP Data Digital
08.2021 - 07.2022
Technical Support Analyst (2 Yrs 6 Months)
Sam Signs Inc
01.2019 - 06.2021
Assistant Professor (8 Months)
Sant Baba Bhag Singh University
01.2017 - 08.2017
Assistant Professor (1 Yr 2 Months)
KC Group of Institutions
12.2015 - 01.2017
Post Graduate Certificate - Project Management
Humber College
Post Graduate Certificate - Enterprise Software Development
Humber College
Master of Technology - Computer Science
Punjab Technical University
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