Gurwinder Kaur Khela
Summary
An IT professional with a strong foundation in computer systems, networking, server administration, system security, and cloud computing who is extremely focused and result-driven. Worked with different technologies such as Citrix, Azure Cloud, SCCM, AVD, VMware vSphere, and Defender for Cloud. Seeking a challenging position where I can apply my technical expertise, grow in the IT field, and support organizational goals through innovative solutions and continuous learning.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support & Investment Advisor
Royal Bank of Canada
06.2022 - Current
- Managed daily client transactions and systems supporting online banking, ensuring availability and security.
- Participated in troubleshooting related to banking tools and services.
- Provide frontline technical support for RBC online and mobile banking platforms, assisting clients with authentication, access issues, and digital transactions.
- Use internal tools (e.g., Salesforce, ticketing systems) to log and monitor client-reported technical issues, ensuring timely resolution and identifying recurring patterns.
- Collaborate with IT teams to escalate service disruptions and contribute to the resolution of system performance issues.
Junior System Administrator
OSlash
03.2020 - 03.2022
- Installed, configured, and maintained desktops, laptops, printers, and software updates.
- Configure, maintain, and troubleshoot TCP/IP networks, including routers, switches, wireless access points (WAPs), and other networking equipment.
- Administered and supported Active Directory infrastructure, including user and group management, Group Policy, and security settings.
- Advanced knowledge of AD concepts, replication, DNS, DHCP, and group policies.
- Understood AD forests, domains, trusts, group policies, and organizational units.
- Configured, maintained, and optimized virtual servers using VMware and Microsoft Hyper-V technologies.
- Configured AD forests, domains, trusts, group policies, and organizational units.
- Created and managed users, groups, and OUs in Active Directory.
- Synced users to Azure Active Directory using AD Connect.
- Set up MFA and basic Conditional Access rules.
Help Desk Associate
ConnectedH
03.2019 - 02.2020
- Assisted with Active Directory tasks, including user account management, password resets, and permissions setup.
- Provide timely end-user support for software and hardware issues.
- Answer Help Desk phone inquiries, document calls, and provide first-level troubleshooting.
- Perform hardware and software installation.
- Perform routine maintenance and troubleshooting as required.
- Managed high-volume ticket queue, prioritizing urgent issues and providing timely solutions.
- Mentored junior team members in best practices for help desk operations.
Education
Diploma - Infrastructure Analyst
Netsoft College of Technology
Mississauga, ON01.2026
Workshop - Microsoft Active Directory
Netsoft College of Technology
Mississauga, ON11.2024
College Diploma - Computer Networking and Support Technician
Canadore College
Mississauga, ON08.2019
Skills
- Microsoft Active Directory
- Microsoft Azure Desktop
- Citrix Virtual Apps and Desktop
- Microsoft Azure
- VMWare vSphere
- Microsoft DNS
- Microsoft DHCP
- Help Desk Support
- Microsoft Defender for Cloud
- Microsoft Intune and SCCM
- Windows administration
- Remote desktop services
- Backup and recovery
- Mobile device management
- User support
- Virtualization technologies
Certification
- Microsoft Certified: Azure Virtual Desktop Specialty
- Microsoft Certified: Azure Database Administrator Associate
- Microsoft 365 Certified: Endpoint Administrator Associate
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- Microsoft 365 Certified: Administrator Expert
- Google Associate Cloud Engineer Certification
- Configuring Windows Server Hybrid Advanced Services
- VMware Certified Professional - Data Center Virtualization
- Citrix Virtual Apps and Desktop
- Microsoft Certified: Windows Server Hybrid Administrator Associate
- Implementing and Administering Cisco Solutions (CCNA 200-301)
Tools
- Cloud & Virtualization Technologies :
- Microsoft Azure (Azure Portal, Azure Active Directory, Azure Virtual Desktop)
- Azure Resource Management & Deployment
- VMware vSphere / ESXi / vCenter
- Citrix Virtual Apps and Desktops
- Virtual Machine Management (Azure & VMware)
- Hyper-V
- Identity & Access Management
- Active Directory (User/Group Management, GPOs, OU Structuring)
- Azure Active Directory (Identity Management, Conditional Access, SSO)
- Group Policy Configuration and Management
- Microsoft Intune (Device compliance, configuration profiles, app deployment)
- Infrastructure & Systems Administration
- Windows Server Administration (2016/2019/2022)
- Remote Desktop Services (RDS) / Azure Virtual Desktop (AVD)
- User Profile Management & Roaming Profiles
- DNS, DHCP, and File Services
- Configuration Manager (SCCM) – OS deployment, app/patch management
- End-User Computing & VDI
- Citrix Studio and Director
- Managing Session Hosts
- Application Publishing (Citrix & AVD)
- End-user support in virtualized environments
- Thin Clients / Remote Desktop Clients
- Microsoft Intune & SCCM for endpoint management
- Monitoring & Security
- Basic Monitoring using Azure Monitor
- Microsoft Sentinel (Analytics rules, hunting queries, incident response)
- Microsoft Defender for Endpoint & Defender for Cloud (Threat detection & policy enforcement)
- Role-Based Access Control (RBAC) in Azure
- MFA & Conditional Access Policies
Accomplishments
- Received Employee of the Month award for outstanding performance and teamwork.
- Won District-Level Volleyball Championship in High School.
- Received an award for exceptional performance and consistently exceeding work targets.
- Completed multiple IT certifications.
Languages
Hindi
Professional Working
Punjabi
Native or Bilingual
English
Full Professional
Timeline
Technical Support & Investment Advisor
Royal Bank of Canada
06.2022 - Current
Junior System Administrator
OSlash
03.2020 - 03.2022
Help Desk Associate
ConnectedH
03.2019 - 02.2020
Diploma - Infrastructure Analyst
Netsoft College of Technology
Workshop - Microsoft Active Directory
Netsoft College of Technology
College Diploma - Computer Networking and Support Technician
Canadore College
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