Harpreet Talwar
Mississauga,ON
Summary
Experienced IT professional with over 13 years of diverse industry experience. Demonstrated expertise in system enhancement and aligning technical solutions with business objectives. Proven track record of leading projects from inception to completion, driving organizational growth and achieving success. Results-oriented individual committed to delivering high-quality solutions that exceed client expectations.
Overview
17
17
years of professional experience
Work History
CSR (Sales & Billing Representative)
NTT BPO
04.2023 - 07.2023
- Implemented sales strategies to achieve personal and business goals
- Proven problem solving, analytical and decision-making skills
- Aided team members in techniques necessary to complete job tasks
- Offered feedback to management for methods of improving performance and results
- Work collaboratively within teams utilizing company accelerators and methodologies to present and implement strategic and technology solutions
Senior Security Analyst
NTT DATA Services India
07.2014 - 06.2022
- Completing Analysis of Incidents and Request task with the principles of Incident management and Service Management
- Creating and Maintaining dashboards for various portfolios and presenting the same in board meeting
- Achieved recognition from Senior Director for the work
- Worked with various ticketing tools including Service Now, BMC, ITSM, ITSM3
- Create, execute, and/or engage in documentation intended for utilization by User account administration team; Responsible for creating and uploading SOPs to the share point
- Coach and train support professionals in technical skills, customer service, and applicable processes, assist with support professional technical development by evaluating the performance and providing appropriate feedback, act as an escalation point in the absence of a team leader
- SPOC for communication training within the project team - responsible for identifying training opportunities within the team and taking training sessions for better understanding of concepts and techniques
- Leaded a club for the employee engagement activities across APAC Region and achieved recognition.
- Streamlined incident response procedures for faster resolution time, minimizing potential damages.
Security Systems Analyst with User Account Administration
Dell Secure Works
01.2012 - 01.2013
- Responsible for auditing the request tasks and incidents completed in the information security division for 32 Accounts
- Responsible for doing Quality Audit and ensuring that the Quality of the process is maintained
- Active participation in identifying the process gaps and thus helping in process improvement
- Worked in the Recreation Team and organizing the events being held inside our Information Security division
- Help develop and train new joiners coming in the Quality team
- Participate and facilitate meetings when required.
Analyst
Accenture Services Pvt. Ltd
01.2011 - 01.2012
- Attending Calls and email and resolving the Level 1 & 2 Support for them
- We're handling around 30-30 tickets a day
- Maintaining the performance dashboard up to date
- Continuously follow-up with support team for relevant notification updates as per SLA, and drive Follow up on user’s escalation and identifying the root cause
- Real Time & continuous follow-up with global support teams for incident resolution
- Responsible for sending all Incident notifications as per agreed process SLA
- Requirement analysis, business justification and priorities on enhancement and change requests.
Sr. Associate
Dell International Services Pvt. Ltd
01.2008 - 01.2010
- Fresh/Over the top/Parallel OS installation and OS up gradation issues
- Rectifying Issues related to Internet Explorer 6.0 & 7.0 involving complicacies such as TCP/IP stack rebuild
- Windows Registry Corruption, Blue Screen errors & Raid Configuration
- Running antivirus updates, Microsoft OS Patch deployment
- Problem related to desktop/laptop/printer hardware
- System performance issues including detection and removal of viruses and malware content
- Troubleshooting, Home Networking, Internet Issues) over phone for portables, desktops, printers and peripheral devices
- Mentoring new hires and helping them understand the scope of support and its boundaries, PnP, new updates.
Instructor
Axis Computer
01.2007 - 01.2008
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
Education
Two Year Diploma - Computer Programming
Algonquin University
Master of Computer Applications - Information Technology
Punjab Technical University
Bachelor of Science - Information Technology
Punjab Technical University
Skills
- Core Java
- Python
- Data Visualization
- Relational databases
- Tableau
- JDBC,JUnit
- Gradle
- Maven
- Agile
- GitHub collaboration
- Databases: Oracle, SQL Server, MongoDB
- Working knowledge of SQL, PLSql , PostgreSql
Timeline
CSR (Sales & Billing Representative)
NTT BPO
04.2023 - 07.2023
Senior Security Analyst
NTT DATA Services India
07.2014 - 06.2022
Security Systems Analyst with User Account Administration
Dell Secure Works
01.2012 - 01.2013
Analyst
Accenture Services Pvt. Ltd
01.2011 - 01.2012
Sr. Associate
Dell International Services Pvt. Ltd
01.2008 - 01.2010
Instructor
Axis Computer
01.2007 - 01.2008
Two Year Diploma - Computer Programming
Algonquin University
Master of Computer Applications - Information Technology
Punjab Technical University
Bachelor of Science - Information Technology
Punjab Technical University
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