Gurveer Kaur
Prince George,British Columbia
Summary
Diversely Skilled Technical Support Analyst with 3+ years solving problems for employers and customers. Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication.
Overview
6
6
years of professional experience
Work History
Technical Support Analyst
Venus Consultancy Ltd
10.2021 - Current
- Diagnose and provide path to resolve devices issues such as Hotspot, Laptops, Androids & Windows mobiles, iPhones etc.
- Responsible for diagnosing and completing analysis to identify issues, root causes and provide resolutions.
- Work within the Operations support teams to contribute to the configuration, maintenance and operation of technologies within the tower; as required, work with multi-disciplined project teams to deliver new systems and functionality
- Install, configure and test the various components of the environment within the technology tower
- Provide day to day maintenance, patching, monitoring, performance, capacity and availability management of the environment
- Perform troubleshooting and resolutions for switch & provisioning issues, advanced data issues, network failures and service degradations.
- Track products, services and network trends to help identify alternative solutions for technical escalations.
- Resolve all Tier III technical support escalations from Care, Tier I, Tier II, Business care, CDS and technical support teams.
- Partner with the network teams for continuous updates and pending resolutions for products, services, network related concerns, outages and scheduled updates.
- Utilize multiple systems and tools to assist in diagnosing and resolving issues as well as prioritizing and managing multiple tasks Track products and identify any trends to help in resolving issues.
- Produce regular reviews, reports and audit logs for compliance
- Work with Group IT Operations support teams to assist with escalations and requests. Support the service desk when required.
- There’s great potential for training and development in this role as well as future career progression.
Help Desk Assistance
ConneQt Business Solutions Ltd
05.2020 - 07.2021
- Perform Hardware and Software installation and maintain record of daily data communication transaction.
- Resolves all hardware & software operation issues & installations.
- Conduct computer diagnostics to investigate and resolve issues File monitoring, email support and equipment setup for users.
- System support for end users, software applications and oversee daily performance of computer systems.
- Perform routine maintenance operation and provided general help desk assistance such as preparing equipment for daily operations, obtaining, loading and unloading devices.
- Data management for servers, workstations, platforms and maintain records of daily data communication transactions.
IT Technical Support Intern
EME Technologies Ltd
01.2018 - 06.2018
- Promote activities & the distribution of information pertaining to college programs leading to the recruitment of prospect students.
- Analyze and prepare reports, compile data of recruitment activities and monitor the effectiveness of results to generate reports.
- Implement methods & procedures to help attract & retain students.
- Traveled nationally, develop plans and implement special events to increase awareness of the College and its programs.
- Conduct research related to student demographics & educational trends to attract students from various regions.
- Design and distribute a variety of college publications to include brochures, recruiting literature, initiate program website design updates and other promotional materials.
- Make recommendations to the Manager of Recruitment regarding programs and activities promoting student enrollment.
Education
Graduate Certificate - Artificial Intelligence And Machine Learning
Lambton College of Applied Arts And Technology
North York, ON04.2023
Master of Science - Computer And Information Systems
Punjabi University Patiala
Patiala, India05.2018
Skills
- Microsoft Word, Excel, Access, PowerPoint
- Testing and quality performance for applications Outlook
- Excellent oral and written communication skills Windows 7, 2000, Vista & XP
- Knowledge of Ecommerce and Website Software and Hardware installations, configuration, and test
- development Adobe Photoshop, Visual Basic
- Ability to work in a fast-paced environment HTML & CSS
- Strong communication skills
- Networked applications
- Leadership
- CRM
- Multi-disciplined and multi-tasking skills
- Application installations
Accomplishments
- Developed and conducted comprehensive trainings for end-users on new software and IT procedures. Decreased the number of basic support by 25%.
- Reduced the average response time by 30% implementing new ticketing system to streamline support requests.
- Enhanced system performance and reliability by leading a major system migration project with minimal downtime.
Timeline
Technical Support Analyst
Venus Consultancy Ltd
10.2021 - Current
Help Desk Assistance
ConneQt Business Solutions Ltd
05.2020 - 07.2021
IT Technical Support Intern
EME Technologies Ltd
01.2018 - 06.2018
Graduate Certificate - Artificial Intelligence And Machine Learning
Lambton College of Applied Arts And Technology
Master of Science - Computer And Information Systems
Punjabi University Patiala
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