Inderpreet Singh

• Providing technical desktop and application support to staff locally in Montreal and remotely in the North American offices.
• Support user access life cycle, including Onboarding/Off-boarding activities, and managing access changes.
• Manage users, computer accounts and network resources access in Active Directory.
• Unbox and install PC hardware components as part of the PC deployment and upgrade process.
• Administer work phones using mobile device management(Jamf and Wandera).
• Administer, support, and troubleshoot all hardware (computers, printers, monitors, laptops etc.),software, and operating systems.
• Maintained all problems and solution logs in Service-Now tool to maintain case history for future references.
• Setup and support conference rooms with Conference Systems, Polycom Phone, Projector, Projector Screen, TV, Audio/Video system.
• Maintain accurate records of Assets within the ITSM tool (hardware, software, etc.)
• Validate the priorities of the tickets and follow up on requests and incidents.
• Performing system administration tasks for in-house and generic applications, local Windows domain
  and telephony (phones, videoconference and voicemail).
• Designing system functionality and re-engineering business processes by leveraging his/her
  understanding of the local and global business requirements and finding innovative solutions to system constraints.
• Assisting in the preparation of departmental budget and business plans involving purchasing new services, hardware, software and other IT suppliers; and tracking IT assets (PCs, mobiles, etc.).
• Provide training and recommendations to staff on existing technology.

(Internship)

• Providing technical desktop and application support to staff locally in Montreal and remotely in the North American offices.
• Support user access life cycle, including Onboarding/Off-boarding activities, and managing access changes.
• Manage users, computer accounts and network resources access in Active Directory.
• Unbox and install PC hardware components as part of the PC deployment and upgrade process.
• Administer work phones using mobile device management(Jamf and Wandera).
• Administer, support, and troubleshoot all hardware (computers, printers, monitors, laptops etc.),software, and operating systems.
• Maintained all problems and solution logs in Service-Now tool to maintain case history for future references.
• Setup and support conference rooms with Conference Systems, Polycom Phone, Projector, Projector Screen, TV, Audio/Video system.
• Maintain accurate records of Assets within the ITSM tool (hardware, software, etc.)
• Validate the priorities of the tickets and follow up on requests and incidents.
• Performing system administration tasks for in-house and generic applications, local Windows domain
  and telephony (phones, videoconference and voicemail).
• Designing system functionality and re-engineering business processes by leveraging his/her
  understanding of the local and global business requirements and finding innovative solutions to system constraints.
• Assisting in the preparation of departmental budget and business plans involving purchasing new services, hardware, software and other IT suppliers; and tracking IT assets (PCs, mobiles, etc.).
• Provide training and recommendations to staff on existing technology.

• Maintained and supported user accounts on Active Directory.
• Performed advanced Remote Support troubleshooting.
• Performed Security Patching on all the UK machines.
• Managed basic troubleshooting for Outlook and Office 365 accounts.
• Managed various Citrix based applications.
• Maintained all problems and solution logs in Service-Now tool to maintain case history
  for future references.
• Assisted internal users to resolve issues regarding Virtual Private Networks that helps
  them to login remotely from anywhere to organization’s network.

• Played a pivotal role to streamline various processes in a pilot project regarding Client’s Warranty Support feature.
• Provide support to the customers during installation and implementation of computer hardware.
• Helping customers to claim the warranty for their faulty products.
• Analyze customer’s requirements to help them buy the machine having latest computer hardware in it.
• Maintain all problems and solution logs in Enterprise Issue Management tool to maintain case history for future references.
• Communicate electronically with the customers who experience difficulties and document the problems experienced by them.
• Establish and maintain relationships with Platinum and Gold partners.
• Take inbound warranty and technical calls related to Desktops, NUCs and Compute sticks.
• Attend weekly trainings on Motherboards, Processors, Solid State Drives, Optane Memories, NUCs and Compute Sticks.
• Validate and audit all the warranty cases processed by other support teams using different tools.
• Attend calls with The Central Depot team to bridge the gap and to collect knowledge and plan activities.
• Conduct knowledge transfer sessions for new joiners in the team.
• Track the international shipment cycle of hardware units and validate them.
• To keep an eye on processor’s black market to check whether the customer’s processor is genuine or not.
• Manage data sets using MS excel for reporting and other project management activities.