Armaan Dhami
Surrey,BC
Summary
Enthusiastic IT Support Technician with hands-on experience in providing Windows 11 and macOS technical support, troubleshooting hardware/software issues, and managing IT infrastructure. Strong background in Google Workspace, Zoom, ticketing systems, and IT asset management. Adept in delivering exceptional customer service in high-volume environments. Passionate about driving efficiency and enhancing user experiences.
Overview
1
1
year of professional experience
1
1
Certification
Work History
IT Support Analyst Co-op
Canada Revenue Agency
01.2023 - 03.2024
- Provided Level 1 IT support for internal CRA & CBSA employees, handling 100+ tickets weekly, on-site, via phone, email, chat and web-forms in a high-volume service desk environment.
- Achieved 92% – 100% Quality Improvement scores in quarterly assessments for troubleshooting and customer service.
- Diagnosed and resolved hardware/software issues in Windows 11 and macOS PCs, mobile devices, printers, and network systems, ensuring secure remote access via Cisco AnyConnect VPN and Citrix Workspace.
- Managed User Access and Security via Active Directory, BitLocker Recovery, Entrust Security Store, and SAP GUI while ensuring compliance with IT security policies.
- Developed and maintained knowledge base articles to improve IT support efficiency.
- Provided technical support for Microsoft 365, SharePoint, and ticketing systems (BMC Remedy).
- Chosen for extended terms after 8-months full-time co-op.
Education
Diploma - Computer Information Systems
Kwantlen Polytechnic University
12-2024
Skills
- IT Support & Troubleshooting: Remote & onsite troubleshooting, issue escalation, macOS & Windows 11 support, ticket management (BMC Remedy).
- Software & Applications: Microsoft 365, BigFix Remote Control, Google Workspace, Zoom, Citrix Workspace, Cisco AnyConnect VPN, SAP GUI, Mainframe Terminal.
- Networking & Security: TCP/IP, DNS, Active Directory Users & Computers, VPN configuration, Entrust Security Store.
- Hardware & Peripherals: PC workstations, Mac devices, mobile devices, printers.
- User Access & Credential Management: Active Directory, SharePoint, password resets, multi-factor authentication.
- IT Asset & Inventory Management: Tracking IT hardware/software assets.
- Documentation & Training: User guides, knowledge base creation, user training.
Additional Experience
- Part-time roles in retail and merchandising, developing customer service, teamwork, and communication skills.
Certification
- LinkedIn Learning – IT Support for a Hybrid Workforce, Learning ITIL, Identity & Access Management
- CompTIA A+ (In Progress)
- ITIL 4 Foundation (In Progress)
Timeline
IT Support Analyst Co-op
Canada Revenue Agency
01.2023 - 03.2024
Diploma - Computer Information Systems
Kwantlen Polytechnic University
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