Arshdeep Kaur Sarwara
Calgary,Canada
Summary
Results-driven IT professional with over 4+ years of experience specializing in ServiceNow, incident management, and ITIL processes. Demonstrated expertise in managing ServiceNow modules, automating workflows, and ensuring adherence to SLAs. Proven track record of resolving complex issues, streamlining operations, and fostering collaboration with cross-functional teams. Adept at handling challenging situations and delivering high-quality solutions that drive business success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Incident Management Coordinator
CompuCom Systems
12.2024 - Current
- Manage the complete lifecycle of incidents using ServiceNow and Citrix-Clarify, ensuring SLA compliance and prompt resolution
- Serve as the escalation point for P1/P2 issues, coordinating with cross-functional teams for resolution
- Oversee multiple ServiceNow queues (e.g., ESR Reject, ESR Cancel), ensuring accurate triage and case handling
- Analyze weekly incident trends through ServiceNow reporting to drive process improvements
- Coordinate hardware logistics and break-fix processes, ensuring accurate and timely updates
- Support the BMO project by delivering incident oversight and enterprise-level service coordination
- Remote
- Improved service quality, consistently meeting Service Level Agreements through diligent monitoring of incident queues.
IT Operations Analyst
CompuCom Systems
01.2023 - 12.2024
- Lead end-to-end ServiceNow incident lifecycle management, handling critical issues, User Management, and Requests with minimal downtime and efficient problem resolution
- Manage ServiceNow queues to prioritize and organize multiple work streams, providing clear, timely updates in Operations queues
- Identify trends and initiate Parent/Problem tickets for recurring issues, enhancing queue efficiency
- Coordinate with critical teams on complex incident escalations, supporting and minimizing impact
- Effectively escalate critical issues to the appropriate teams for swift resolution, minimizing impact and downtime
- Ensure tickets are handled efficiently and within set service-level agreements (SLAs)
- Contribute to incident and problem management using ITIL principles, ensuring zero downtime and high-quality service delivery
- Remote
IT Analyst
Conceptz Wireless, Bell Mobility
01.2021 - 01.2023
- Played a key role in first-level support for technical issues, working with ServiceNow to track, manage, and resolve incidents
- Assisted in requirements gathering and developed technical solutions to automate internal IT processes, resulting in improved operational efficiency
- Conducted root cause analysis for recurring issues, working with senior teams to implement long-term solutions and process improvements
- Collaborated with offshore teams to ensure seamless operations and quick resolution of incidents
Technical Support Specialist
Satluj Media Inc.
06.2020 - 09.2020
- Provided technical support and troubleshoot issues for a range of hardware, software problems, maintaining a high first-call resolution rate
- Created website design questionnaires for customers and documented requirements for the design team
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Assisted in streamline internal operations and enhance service delivery
Customer Support Team Lead
Alibaba.com
02.2016 - 11.2017
- Managed customer support operations, liaising with key stakeholders to deliver solutions for B2B clients, ensuring customer satisfaction and business growth
- Played a pivotal role in leading a geographically dispersed team, fostering collaboration between onshore and offshore teams
- Analyzed customer feedback and proposed process improvements, leveraging technical skills to implement solutions that reduced incidents and increased service quality
- Coordinated with sales, operations, and field service teams to provide solutions
- Resolved problems with high-profile customers to maintain relationships and increase the return customer base
- Consulted with upper management to implement continuous improvements and exceed team goals
- Organized promotional events and interacted with customers to increase sales volume
Education
Post-Graduation Diploma - Business Management
Capilano University
Vancouver, BC02.2020
Master of Business Administration - Business Analytics
Chandigarh University
01.2017
Bachelor of Technology - Information Technology
Punjab Technical University
05.2014
Skills
- Modules: Incident, Problem, Change, CMDB, Service Catalog
- Platform Management: Patching, Version Control, Updates
- Customization: Workflows, Business Rules, UI Policies, UI Actions, Forms, Views, Tables
- Automation & Reporting: Flow Designer, Notifications, Email Alerts, Dashboards, Reports
- ITSM: SLA Management, Knowledge Base, Root Cause Analysis
- Tools: ServiceNow, Citrix, Microsoft Office Suite
Certification
- Certified ServiceNow Administrator,
Timeline
Incident Management Coordinator
CompuCom Systems
12.2024 - Current
IT Operations Analyst
CompuCom Systems
01.2023 - 12.2024
IT Analyst
Conceptz Wireless, Bell Mobility
01.2021 - 01.2023
Technical Support Specialist
Satluj Media Inc.
06.2020 - 09.2020
Customer Support Team Lead
Alibaba.com
02.2016 - 11.2017
Master of Business Administration - Business Analytics
Chandigarh University
Bachelor of Technology - Information Technology
Punjab Technical University
Post-Graduation Diploma - Business Management
Capilano University
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