Dimple Arora
Winnipeg
Summary
Technology-inclined professional with 5 years of experience in Management; possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
4
4
years of professional experience
Work History
Enterprise IT - Team Lead
Skip The Dishes
06.2022 - Current
- Enhanced team productivity by implementing agile methodologies and streamlining project workflows.
- Optimized software performance with thorough code reviews and debugging techniques.
- Developed IT strategies to align with business goals, ensuring optimal performance and growth opportunities.
- Implemented automation tools for improved efficiency in testing processes and reduced manual intervention.
- Effectively leading a team of 5 - 10 people directly at the home office and 4-6 indirect reports remotely
- Responsible for managing assets using user/device management tools: Active Directory, Google Admin, SCCM, JAMF
- Overseeing regulatory/compliance audits: Rogers, Adyen, Stripe, SOC, PSP
- Specialist in End User Support role and tools including Atlassian Products (JIRA, Confluence, EazyBI reporting), Slack, Okta, IVR systems, VPN systems, general SaaS knowledge
- Owning and maintaining Enterprise IT Budget line (1-5 Million)
- Split time 30% BAU, 60% projects, 10% SME work, vendor management, team training
IT Services Manager
Staples
03.2020 - 05.2022
- Streamlined communication between IT teams and stakeholders, ensuring timely resolution of service requests and incidents.
- Established a comprehensive knowledge base to empower end-users with self-service options, reducing the load on support staff.
- Developed detailed metrics and reports to assess the performance of IT services, enabling data-driven decision-making for continuous improvement.
- Increased customer satisfaction scores by implementing feedback-driven improvements in IT service delivery processes.
- Delivered high-quality technical training sessions to enhance the skill set of support staff, improving first-call resolution rates.
- Spearheaded the adoption of best practices in IT service management through regular reviews and audits of existing processes, ensuring compliance with industry standards such as ITIL or COBIT frameworks.
- Managed budgets and resources for IT service delivery, ensuring optimal allocation of investment towards the most impactful initiatives.
Education
Bachelor of Science - Computer Science
The University of Winnipeg
Winnipeg05.2025
Diploma - Computer Engineering
Sheridan College
Brampton, ON08.2019
High School Diploma -
MGN Public School
India03.2017
Skills
- Business Analysis
- Network Administration
- ITIL Framework
- Technical Documentation
- Application support
- Incident Management
- Project Coordination
Projects
1. ChatBot
- Developed a Chatbot to deliver Level 0 and Level 1 support to end users within the company.
- Coordinated with the Project Manager, Data Protection Officer (DPO), Information Security (Infosec) team, DevOps, Platform Engineers, and End User Technicians to ensure seamless execution of the project.
2. Smart Lockers
- Conducted comprehensive research to identify optimal smart locker solutions aligning with company requirements.
- Managed procurement process including vendor evaluation, negotiation, and purchase.
- Oversaw the installation and integration of smart lockers into existing infrastructure, ensuring smooth deployment and functionality.
Timeline
Enterprise IT - Team Lead
Skip The Dishes
06.2022 - Current
IT Services Manager
Staples
03.2020 - 05.2022
Bachelor of Science - Computer Science
The University of Winnipeg
Diploma - Computer Engineering
Sheridan College
High School Diploma -
MGN Public School
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