GURSARAN SINGH
Victoria,Canada
Summary
Versatile, Hard working, Result Oriented IT Professional ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Computer Specialist 2
National Research Council
09.2022 - Current
- Maintaining IT equipments, networks, mobile devices, printers and servers.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Managed system-wide operating system and software deployments using windows SCCM.
- Installed system-wide hardware components, confirming interoperation and compatibility with Linux-based software distros.
- Identified and resolved network congestion issues and bottlenecks.
- Planned and implemented upgrades to system hardware and software.
- Provided support to Linux, Mac and Windows based computers and servers.
- Collaborated with fellow IT professionals to share knowledge, troubleshoot issues, and develop best practices for the team's success.
- Managing user accounts and GPOs on the Active Directory.
Service Desk Specialist
Ministry Of Education
08.2022 - 08.2022
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Performed daily CMDB updates for IT equipments.
Desktop Support Technician
NTT Data
05.2022 - 08.2022
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation for VIHA.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and applied system policies.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
- Played a crucial role in completing large-scale projects on time by providing reliable technical support during all phases of implementation.
Client Support Technician
ISM
01.2021 - 05.2022
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Streamlined support processes for increased efficiency and reduced response times.
- Engaged in user support interactions via telephone, chat and email platforms.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Enhanced client satisfaction by promptly addressing and resolving technical issues.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
Service Dispatcher
Microserve
03.2020 - 12.2020
- Manage service calls for technicians.
- Creating Incident Tickets for Health care.
- Assist with out of province client requests over the phone.
- Process and transmit request information to technicians.
- Accurate and timely data entry into online system on all calls.
- Produce monthly billing reports.
- Other related clerical duties as required
Sr Analyst/Senior Technical Trainer
Dell
08.2011 - 02.2020
- Plan, evaluate, and revise curriculum, course content, and course materials and methods of instruction for technical training.
- Provided technical training on fixing and resolving hardware and software issues on Dell Products.
- Providing training for Workstation management, server management and IT helpdesk support.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Updating knowledge management tools to keep up with rapid advancements in Life-Cycle Issues of the CI.
- Test and verify hardware and support peripherals to ensure that meet specifications and requirements, by recording and analyzing test data.
- Managing Level1 and level 2 Service Desk technicians for Pro Support Enterprise Business.
- Training and Managing Incident Management Queue for Honeywell under Pro Manage.
- Compiled IT training and assessment resources based on understanding of technical processes and skills-development needs.
- Acted as second-tier technical resource for helpdesk and assisted with answering technical questions.
Education
Bachelor In Arts - English
Delhi University
Delhi05-2008
Skills
- Ul>TCP/IP
- Ul>Ticketing System Oversight
- Ul>Support Documentation Generation
- Ul>New System Deployment
- Ul>End-User Account Management
- Ul>Software diagnosis
- Ul>Desktop support
- Ul>Application support
- Ul>Technical issues analysis
- Ul>Staff education and training
- Ul>Customer service expert
- Ul>Analytical and Critical Thinking
Languages
English
Full Professional
Certification
- CompTIA A+ Technician
- CCNA
- AWS
- VMWARE
- ISM
- Security +
Timeline
Computer Specialist 2
National Research Council
09.2022 - Current
Service Desk Specialist
Ministry Of Education
08.2022 - 08.2022
Desktop Support Technician
NTT Data
05.2022 - 08.2022
Client Support Technician
ISM
01.2021 - 05.2022
Service Dispatcher
Microserve
03.2020 - 12.2020
Sr Analyst/Senior Technical Trainer
Dell
08.2011 - 02.2020
Bachelor In Arts - English
Delhi University
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