Amritpal Singh
Halifax,NS, Canada
Summary
Creative, self-motivated and hard-working Professional with more than 4 years of experience in technical support and customer service. Along with strong problem-solving and customer service skills, I have a passion for learning new things. I have the ability to effectively communicate in English, both written and verbally. Looking for growth opportunities to grow my technical and analytical skills in a team-based atmosphere.
Overview
7
7
years of professional experience
1
1
Certification
Work History
System Administrator
Absorb Software
07.2023 - Current
- Interface directly with service desk team to resolve and document hardware and software troubleshooting tickets, bug reports and errors
- Manage, deploy and configure hardware upgrades, software updates, security patches and other necessary items on an as-needed basis
- Perform daily system monitoring and backup procedures to ensure data security, availability and integrity of required resources, and proper recording of application logs and reviews
- Collaborate with various managers and other IT personnel to improve existing processes, increase automation and meet product development goals
- Participate in required compliance activities as needed, including data log collection, statistical analysis and proper reporting standards
- Assisting project managers during the deployment and/or upgrade of hardware and applications, and ensuring seamless integration of any new technologies
- Collaborating with service desk team members and technology partners to enhance the delivery of IT systems
- Maintaining an adequate spare parts inventory to ensure uninterrupted operation of all computing systems and replacing faulty components in a timely manner to avoid any system downtime
- Contributing to other IT infrastructure projects as required and taking an active involvement in supporting the company’s overall technological advancement
- Implement security measures and protocols to protect systems and data from security threats.
IT Service Desk Analyst
IBM
01.2022 - 07.2023
- Providing technical support to IBM clients, including problem determination, resolution and escalation as needed
- Proactively managing high severity and priority incidents from identification to resolution
- Assisting Clients via online service desk system, telephone and remote support tools to diagnose technical issues related to PC operating systems, applications, network, servers, and peripherals
- Tracking incidents with network, servers, PC operating systems, applications, and peripherals in accordance with IT Service Desk procedures
- Performing security administration functions for user access, data access and remote access
- Issuing timely, accurate, and professional company-wide notifications regarding incidents impacting the user community
- Documenting all incidents, outages, status, and resolutions in accordance with IT Service Desk procedures
- Proactively utilizing IT resources to remain current with technology used in the company IT environment
- Work closely with Identity Access management (IAM), Application Operations team and IT Asset Management team
- Onboarding and Off-boarding of the employees
- Provide technical assistance in resolving VPN issues
- Act as the customer liaison to Engineering, Sales and Field Engineer teams
- Account administration (Password resets, account creations, group membership modifications).
Technical Support Advisor
Concentrix
03.2021 - 01.2022
- Resolved internal and external customers issues using technical product training
- Responsible for escalating high priority calls to the incident manager or service operations manager as necessary
- Ability to look at a technical issue and determine if it is software or a hardware issue
- Utilize ticketing system to document and prioritize work
- Document technical knowledge in the form of notes
- Follow up with customers to ensure that their software and hardware issues are resolved after troubleshooting
- Provide assistance to customers over the phone for any technical related issue
- Provide 1st level IT service support-perform troubleshooting and resolve, if possible, perform request fulfillment.
Customer Relations Associate
HGS Canada Inc.
02.2020 - 03.2021
- Recommend tailored solutions to the customer, reinforcing relevant benefits that enhance brand loyalty
- Working with service management help to improve level of customer satisfaction
- Investigate and resolve customer inquiries via phone, email or electronic chat methods
- Champion the customer’s solution by clarifying customer requirements and seeing them through to resolution
- Evaluate and analyze customer account information and recommend meaningful selling opportunities
- Grow & nurture customer relationships during each interaction, resulting in measurable customer value
- Remain current on all products and services available and offer enhanced solutions to customers
- Maintain and document customer accounts and perform adjustments as required.
Technical Service Representative
Infowiz Solutions Pvt. Ltd
01.2017 - 05.2017
- Provided technical Assistance via phone and e-mail
- Working knowledge of MS and IOS applications
- Implemented technical support training for internal and external products
- Scrutinized equipment malfunction and processed customer service request.
Education
Post-Graduate Diploma - Mobile Application Design And Development
Lambton College
Toronto, ON01.2019
Bachelor of Engineering And Technology in Computer Science -
Chitkara University
Himachal Pradesh, India01.2017
Skills
- Technical solution development
- Offboarding and onboarding
- Virtualization Technologies
- System monitoring
- Scripting Languages
- Network Troubleshooting
- Help Desk Software
- System updates
- Desktop troubleshooting
- File system administration
- Incident Management
- System Upgrades
- Software Installation
- Technical Support
- Device configuration
- Helpdesk operations
- Remote Access
- User Management
- IT Documentation
- Windows administration
- Technical Troubleshooting
- Cloud Management
Certification
- ServiceNow Certified System Administrator
- ITIL Foundation v4 (IT Service Management)
Projects
Instagram Application in iOS, 06/2018, 08/2018
-Users can add friends, add pictures, see friend’s profiles, comment on it. Added camera, scroll up-down, multiple screens, update, edit, delete. - -Users can only saw those users for adding friends who sign-up on Instagram.
Catch the Flag App in Android, 12/2018, 02/2019
-Created a game for admin and user to play and watch the game. Used android platform which includes a broadcasting message to all the members playing the game.
-Firebase Database is used to store the current location of players. Geofencing is used to make ground on google map.
Volunteering And Community Service
Student Society of Lambton College, 2019
-Worked with student mentors to improve college event management websites.
Timeline
System Administrator
Absorb Software
07.2023 - Current
IT Service Desk Analyst
IBM
01.2022 - 07.2023
Technical Support Advisor
Concentrix
03.2021 - 01.2022
Customer Relations Associate
HGS Canada Inc.
02.2020 - 03.2021
Technical Service Representative
Infowiz Solutions Pvt. Ltd
01.2017 - 05.2017
Post-Graduate Diploma - Mobile Application Design And Development
Lambton College
Bachelor of Engineering And Technology in Computer Science -
Chitkara University
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