Evneet Kaur
Mississauga
Summary
Dynamic IT professional with extensive experience at Cineplex Digital Media, excelling in technical support and incident management. Proven ability to optimize processes and enhance service delivery through analytical thinking and problem-solving. Proficient in ServiceNow and skilled in cross-team communication, driving efficiency in complex IT environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support (Level II)
Cineplex Digital Media
04.2024 - Current
- Monitor digital signage network health and resolve escalated technical incidents to ensure SLA compliance.
- Provide advanced remote support via phone, email, and diagnostic tools, performing root cause analysis for recurring issues.
- Triage, document, and manage service tickets using ITSM tools, ensuring timely follow-up and resolution.
- Collaborate with cross-functional teams to analyze logs, identify trends, and drive long-term solutions.
- Support new site deployments and configuration while maintaining system documentation and knowledge base content.
- Conduct case reviews and contribute to process improvements for better incident management efficiency.
IT Analyst
AVANADE
05.2022 - 04.2024
- Supported 1,500+ employees, resolving complex IT issues via ServiceNow, phone, and email within SLA timelines.
- Troubleshot hardware, software, and network issues across Windows, macOS, and mobile platforms.
- Managed endpoints with Intune MDM and maintained user access through Active Directory and Office 365.
- Led passwordless migration and laptop refresh projects, improving productivity and reducing downtime.
- Collaborated with cross-functional teams to streamline support processes and mentor junior staff.
Supervisor
R.A MALATEST & ASSOCIATES LTD
08.2022 - 12.2022
- Supervised client-facing support and administrative functions, ensuring high-quality service delivery.
- Trained team members on troubleshooting and customer service best practices.
- Monitored team performance and maintained accurate client records.
Office Admin
KK Staffing
05.2021 - 03.2022
- Acted as first point of contact for client inquiries, resolving requests quickly and professionally.
- Supported data entry, reporting, and client communications while maintaining confidentiality.
- Assisted with documentation, scheduling, and IT coordination.
Service Desk Intern (Co-op)
HATCH LTD
01.2021 - 04.2021
- Provided help desk support by diagnosing and resolving user requests.
- Installed, configured, and maintained desktops and software applications.
- Documented troubleshooting steps and resolutions to support knowledge base growth.
Desktop Support Analyst (Co-op)
S & C ELECTRIC COMPANY
05.2020 - 09.2020
- Responded to technical support tickets, troubleshooting hardware, software, and networking issues.
- Escalated complex issues to senior engineers, ensuring timely follow-up and resolution.
- Maintained service documentation and adhered to IT procedures.
Education
Honor’s Bachelor of Information Sciences - Cyber Security
SHERIDAN COLLEGE
Brampton, ON08-2029
Diploma: Information Technology Support Services -
SHERIDAN COLLEGE
Brampton, ON08-2021
Skills
- Platforms: Windows, Linux, macOS, iOS, Android
- Tools & Monitoring: ServiceNow, Jira, Nagios, BroadSign, MagicInfo, Microsoft Dynamics, Azure AD, Intune, Jamf, Microsoft 365 Admin Center
- Languages: SQL, PowerShell, Python (currently learning)
- Soft Skills: Analytical Thinking Cross-Team Communication Problem Solving Customer Empathy Process Optimization
Certification
- Microsoft Certified Azure Fundamentals Issued Jan 2024 -Credential ID AFD925327A6C14CB
- Microsoft Certified: Security, Compliance, and Identity Fundamentals Issued April 2024- Credential ID BCACC96767869E0E
Timeline
Technical Support (Level II)
Cineplex Digital Media
04.2024 - Current
Supervisor
R.A MALATEST & ASSOCIATES LTD
08.2022 - 12.2022
IT Analyst
AVANADE
05.2022 - 04.2024
Office Admin
KK Staffing
05.2021 - 03.2022
Service Desk Intern (Co-op)
HATCH LTD
01.2021 - 04.2021
Desktop Support Analyst (Co-op)
S & C ELECTRIC COMPANY
05.2020 - 09.2020
Honor’s Bachelor of Information Sciences - Cyber Security
SHERIDAN COLLEGE
Diploma: Information Technology Support Services -
SHERIDAN COLLEGE