HARPREET SINGH GULATI

• Managed all user and system accounts throughout the account lifecycle, including provisioning, entitlement changes, deactivation, and deletion per established service levels.
• Processed account and application-related technical issues of the users working at various WRHA sites, including hospitals, clinics, personal care homes, educational institutes, and community care sites, to ensure reliable operations.
• Successfully resolved complex escalations in record time to minimize the business impact and ensure smooth functioning.
• Developed and updated the access provisioning guidelines to support the business and operational objectives.
• Provisioned and setup application access such as Electronic Patient Records (EPR), eKHR, Medical Reconciliation (MedRec), eCharts, Accuro, Medworxx, Med2020, iPHIS, Oculys, Workforce ESP, and SAP
• Communicated Identity and Access Management standards, processes, procedures, and associated metrics.
• Provided customer support over the phone, email, and remote software tools to troubleshoot issues efficiently.
• Created and managed Exchange user mailbox, distribution groups, shared mailbox, and Mail-enabled accounts.

• Created and maintained user accounts for existing and new hires and assisted with onboarding.
• Worked with various stakeholders to understand their business requirements and translate them into technical requirements for a suitable solution.
• Established long-lasting relationships with vendors for future projects.
• Managed various IT service contracts such as printer services, software licenses, and cell phone services; also procured hardware such as desktops, laptops, cell phones, IP Phones, IPADS and network components.
• Generated over $500,000 in savings by reviewing and improvising changes in Mobile device service contracts.
• Configured iOS and Android devices and performed user enrollment.
• Delivered IT support services to an office of over 200 users in a remote setting, ensuring customer satisfaction.
• Coordinated with various stakeholders ensuring there were no service conflicts and delays.
• Developed FAQ documents and standard/advanced troubleshooting guidelines for the clients to minimize and streamline the IT workflow.
• Managed client services and troubleshoot the issues related to software and hardware systems such as network printers, workstations, network and application access, VPN connections and Software license.
• Created and managed network component inventory and practiced network asset management.
• Installed patches and hardware system updates to improve the security of endpoint devices.
• Implemented technologies and processes for enhanced authentication mechanisms, including but not limited to Multi-Factor Authentication (MFA), Single Sign-On (SSO) and User Provisioning.
• Mentored team members in complex, stressful situations and provided technical guidance to the clients to debug and troubleshoot fundamental IT issues.