GURJIVAN SINGH
Calgary,AB
Summary
Accomplished Senior Support Engineer with a proven track record at SOTI, adept in resolving complex device management issues across multiple OS platforms. Leveraged Python and leadership skills to enhance team efficiency and platform stability, achieving a 95% Net Promoter Score at Rogers. Specializes in PowerShell, Bash, and SQL, with a focus on optimizing mobile device performance and security.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior Support Engineer (L3) – Device Management
SOTI
Mississauga, Ontario
08.2022 - Current
- Provide Level 3 technical support for iOS, Android, Windows, and Linux device management on SOTI's MobiControl platform.
- Troubleshoot and resolve complex MDM, EMM, and UEM issues, ensuring seamless device deployment and security compliance.
- Work closely with enterprise clients to optimize mobile device performance, application management, and security policies.
- Utilize PowerShell, Bash, and SQL for advanced troubleshooting, automation, and data analysis.
- Collaborate with development and product teams to identify and resolve software defects, improving platform stability.
- Lead root cause analysis (RCA) and incident resolution for escalated technical issues, ensuring long-term solutions.
- Assist in policy configuration, scripting, and integration of third-party applications within managed environments.
- Maintain expertise in MobiControl, AutoPilot, Android Enterprise, Apple Business Manager, and Linux device management.
- Provide mentorship and guidance to Level 1 and Level 2 support agents, improving overall team efficiency.
- Create and maintain technical documentation, knowledge base articles, and best practices for internal and client use.
Technical Support Representative
Rogers
Mississauga, Ontario
11.2021 - 09.2022
- Delivered technical support for wireless services, troubleshooting connectivity, device, and network issues.
- Achieved 95% Net Promoter Score (NPS) and maintained a 4.9/5 agent performance rating.
- Resolved 90%+ of customer issues on first contact, minimizing escalations.
- Assisted with billing, account management, and plan optimizations to enhance the customer experience.
- Used CRM tools to document interactions and track resolutions efficiently.
- Trained and mentored new agents, improving team performance and service quality.
Education
Diploma - Computer Science
Cegep De La Gaspesie Et De Iles
Montreal, QC05-2021
Bachelor of Science - Computer Science
IU of Applied Science
Some College (No Degree) - Data Science
Npower
Mississauga, ONSkills
- Experienced with Multiple Operating Systems: Windows, Linux, macOS, Android, iOS
- Skilled in Python, Java, and JavaScript
- Proficient in Microsoft Office Suite, data manipulation, and project management tools
Certification
- Microsoft Azure Fundamentals Professional Certificate
- IBM Data Analyst Professional
- Analyze Data with SQL Skill
- CISCO IT Essentials
- Android Enterprise Expert
- Samsung Knox Associate
Timeline
Senior Support Engineer (L3) – Device Management
SOTI
08.2022 - Current
Technical Support Representative
Rogers
11.2021 - 09.2022
- Microsoft Azure Fundamentals Professional Certificate
- IBM Data Analyst Professional
- Analyze Data with SQL Skill
- CISCO IT Essentials
- Android Enterprise Expert
- Samsung Knox Associate
Diploma - Computer Science
Cegep De La Gaspesie Et De Iles
Bachelor of Science - Computer Science
IU of Applied Science
Some College (No Degree) - Data Science
Npower
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