HARMANPREET KAUR
Brampton,ON
Summary
An experienced Service desk professional with a comprehensive understanding of information Technology, providing technical support and customer service to end-users in a fast-paced environment. Proven ability to troubleshoot, diagnose and resolve complex technical issues quickly and efficiently.
Overview
6
6
years of professional experience
Work History
Helpdesk Support / Foreign Currency Cash Team Analyst
Scotiabank
04.2022 - 04.2024
- Facilitated currency rate bookings for Scotiabank employees and customers as well as transit transactions
- Conducted currency buying and selling operations with branch staff to support the branch network
- Addressed system issues by sending out email notifications and coordinating resolutions
- Managed Cash requests by processing orders and ensuring accurate booking of rates
- Coordinated with third party providers to communicate booked rates and facilitate currency transfers out of the bank.
Incident Response Analyst
Canadian Imperial Bank Of Commerce
04.2021 - 04.2022
- Provided Tier 1 IT support to non-technical internal users through desk-side support services, including provisioning Active Directory Id's and enabling Exchange mailboxes
- Worked with IT service management (ITSM) tools such as Case management, ServiceNow, AS400, DNS, VPN and Citrix to implement Global Protect, Multi-Factor Authentication(MFA) and Security Group Provisioning
- Reviewed User inputs and observed system functioning to verify correct operations and detect errors while managing Windows 10 OS and remotely Installing Citrix Workspace
- Experienced in supporting market data applications and trading platforms like Bloomberg, Reuters
- Maintained records of daily data communication transactions, problems and remedial actions taken, overseeing VDI and single sign on solutions
- Created user accounts and performed Password resets through Active Directory administrative applications through Service now system and managing RSA tokens
- Documented and monitored live conversations with internal users escalating complex issues and concerns to respective escalation departments
- Supported Hardware and software including laptops, desktops and Printers in windows 10 environment proficient in Microsoft Office Suite, File Shares, print services, sharepoint.
Technical Support Specialist
Shaw communications
09.2018 - 11.2020
- Provides quotes to customers, increase sales and ensure progress of all orders
- Communicate on phone with users experiencing difficulties to determine and document problems experienced
- De-escalate and troubleshoot the customer issue while accessing their information from various system
- And references, seeking to give the best solution
- Refer user guides, technical manuals and other documents to research and implement solutions
- Provide advice and knowledge to users in response to identified difficulties
- Worked with IT Service Management (ITSM) tools Case Management, ServiceNow, Citrix and VPN connections.
Education
Bachelor's degree -
Humber College Institute of Technology & Advanced Learning
Etobicoke, ONSkills
- Helpdesk and Technical Support over Phone/email experience
- Skilled in analytical thinking and swift resolution of diverse technical issues under pressure
- Strong capability to empathize with users, enhancing user support interactions and outcomes
- Demonstrated ability to maintain composure and patience in high stress situations, ensuring customer concerns are addressed with care
- Attention to detail in troubleshooting and resolving user issues to ensure all aspects of service requests are addressed
- Expert in conveying complex technical information in easy-to-understand terms to diverse audiences, both in writing and verbally
Languages
English
Full Professional
Timeline
Helpdesk Support / Foreign Currency Cash Team Analyst
Scotiabank
04.2022 - 04.2024
Incident Response Analyst
Canadian Imperial Bank Of Commerce
04.2021 - 04.2022
Technical Support Specialist
Shaw communications
09.2018 - 11.2020
Bachelor's degree -
Humber College Institute of Technology & Advanced Learning
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