Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
References
Timeline
Generic

Jaspreet Singh Dhindsa

Surrey,Canada

Summary

Resourceful IT Support with 5 years of experience expertly delivering crucial troubleshooting and technical issue resolution for improved organizational efficiency. Positive, end-user focus on documenting and fielding troublesome hardware and software service requests. Active support for tailored IT deployment and management needs. Seasoned professional at scanning for necessary organizational and regulatory compliance, security flaws and upgrade challenges.

Overview

8
8
years of professional experience
1
1
Certification

Work History

IT Systems Analyst

STEMCELL Technologies
06.2022 - Current
  • Maintained, operated, and provided support for STEMCELL's enterprise-wide applications and technology tools.
  • Received, troubleshooted, and resolved support and service escalations from other STEMCELL technical support teams.
  • Identified, resolved, and documented root or recurring problems, demonstrating ownership of issue resolution.
  • Escalated critical issues to senior management and staff for prompt attention and resolution.
  • Led initiatives to identify and automate processes and systems, enhancing scalability and security.
  • Collaborated with technology teams to operate and support cloud-based apps, contributing to goal achievement.
  • Developed templates and tools for automatic system provisioning, configuration, and change management, expediting team workflows.
  • Embedded into corporate project teams to support the delivery of new tools or applications.
  • Took responsibility for the operations and sustainment of completed projects.
  • Collaborated with the IS Security team to promote and maintain information security practices and systems, ensuring company and employee protection.
  • Contributed to the development, documentation, and maintenance of global IT standards and practices.
  • Responded to emergencies and system failures, including after-hours problem resolution.
  • Assisted in life cycle management and goal planning activities.
  • Thrived in fast-paced environments, demonstrating effective adaptability and quick learning.
  • Provided valuable support and guidance within a team setting, fostering a collaborative work environment.
  • Proven ability to work both independently and collaboratively, ensuring successful project outcomes.
  • Demonstrated organizational skills and attention to detail, complemented by a strong work ethic.
  • Actively participated in the user community, promoting and building best practices.
  • Self-motivated with a strong sense of personal responsibility.

IT Support Specialist

Westland Insurance Ltd
12.2019 - 06.2022
  • Documented learnings for future projects, ensuring knowledge transfer and continuous improvement.
  • Supported company expansion through comprehensive market research and competitive landscape assessments.
  • Researched and implemented technology standards and solutions aligned with business objectives.
  • Stayed abreast of technology trends and application development patterns, applying them judiciously to meet business needs.
  • Proactively addressed system inefficiencies, driving changes based on evolving business requirements.
  • Validated designs with business stakeholders to ensure alignment with requirements.
  • Adhered to and contributed to support methodology standards, ensuring consistency and efficiency.
  • Provided knowledge transfer to teams responsible for ongoing maintenance and support.
  • Resolved end-user technical issues through effective troubleshooting and problem resolution.
  • Documented and fielded tickets to enhance the efficiency of problem resolution processes.
  • Conducted routine upgrades and system repairs, including removal and replacement of old hardware.
  • Tracked and prioritized IT tickets and requests based on severity and potential business impact.
  • Enforced internal IT policies on user credentialing to support access management of digital assets.
  • Conducted technological onboarding for new hires through informative walk-through sessions.
  • Identified and resolved problems in printers, scanners, and networking hardware, escalating issues when necessary.
  • Devised effective workarounds and resolutions for IT-related problems.
    Assisted customers with various technical issues via email, live chat, and telephone.
  • Reviewed support cases for technical accuracy and identified opportunities for process improvements.
  • Informed senior leadership of product development issues discovered during technical support calls.
  • Managed helpdesk and maintenance activities between customer calls and vendor interactions.
  • Presented accurate, data-driven recommendations to stakeholders, aiding in decision-making processes.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.

End User Experience Analyst

Best Buy Canada Ltd
11.2016 - 12.2019
  • Mobility Support to Best Buy Canada corporate users
  • Provide L2 support for tickets in Service Now regarding mobile phone issues
  • Working knowledge and support for third party Mobile Support Tools like Telus IQ
  • AirWatch L2-Support
  • Laptop and desktop Support
  • Work in corporate IT Data Centre environments
  • Experience with racking network and server hardware in data center environments
  • Juggled multiple projects and tasks to ensure high quality and timely delivery
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.

Counter Intelligence Agent 1 (Computer Technician)

Geek Squad City/Best Buy Canada Ltd
06.2016 - 11.2016
  • Accurate and timely repair/test/diagnosis of client units that meet or exceed Industry Standards and regulations
  • Ensure accurate fault determination and achieves a high rate of first-time completion
  • Perform setups, repairs, upgrades and related Services.
  • Collaborated with team members to streamline processes and enhance overall efficiency.
  • Cross trained in other departments as needed, demonstrating adaptability and commitment to the success of the store team.
  • Mentored new team members on best practices for exceptional counter service, promoting a culture of continuous improvement.

Refurb Product Tester

Geek Squad City/Best Buy Canada Ltd
10.2015 - 06.2016
  • Conducts in-depth research and implements solutions by consulting user guides, technical manuals, and relevant documents.
  • Utilizes appropriate resource materials to effectively troubleshoot and resolve faults.
  • Provides mentorship and guidance to fellow technical support trainees, fostering a collaborative and knowledge-sharing environment.
    Investigates and applies desired solutions by consulting the relevant resource materials.
  • Significantly enhanced turnover time for incoming units through meticulous planning and resource execution.
  • Streamlined operational processes to optimize efficiency and effectiveness.
  • Prioritized tasks systematically to ensure a well-organized and productive workflow.
  • Investigated customer complaints to take necessary corrective actions.
  • Assisted in developing inspection and testing protocols.

Education

Master of Administrative Science - Computer Security and Forensics Administration

Farleigh Dickinson University
Vancouver, BC
08.2014

Skills

  • Team Collaboration
  • Mobile Device Management
  • System Troubleshooting
  • End Point Configurations
  • Operating System Management
  • Documentation Management
  • IT Service Management
  • Technical Leadership
  • ITIL Framework
  • Vendor Management
  • IT Asset Management
  • Project Management
  • Strategic Planning
  • Project Coordination

Certification

  • IT Information Library Foundations Certification (ITIL) in IT services (People Cert), 11/01/20
  • LinkedIn Learning Certified: PC Maintenance and Performance Certified, 02/01/20
  • LinkedIn Learning Certified: Widows 10, Manage and Maintain, 02/01/20
  • LinkedIn Learning Certified: Windows 10, Administration, 12/01/19
  • CISCO Certified Network Associate Routing & Switching, 04/01/13 - 04/01/16

Accomplishments

  • Multiple technical awards for work performance.
  • Mentor and guided team globally.
  • Completed major global projects in tight deadline.
  • Awarded a Customer Excellence Award upon the completion of a project that created opportunities for more business.
  • Received award for customer service recognition and works well with the other team members.
  • Promoted from Refurbish Product Tester to End User Experience Analyst, in less than 12-months.
  • Consistently maintained high customer satisfaction ratings.

Languages

English
Punjabi
Hindi

References

Available on request

Timeline

IT Systems Analyst

STEMCELL Technologies
06.2022 - Current

IT Support Specialist

Westland Insurance Ltd
12.2019 - 06.2022

End User Experience Analyst

Best Buy Canada Ltd
11.2016 - 12.2019

Counter Intelligence Agent 1 (Computer Technician)

Geek Squad City/Best Buy Canada Ltd
06.2016 - 11.2016

Refurb Product Tester

Geek Squad City/Best Buy Canada Ltd
10.2015 - 06.2016

Master of Administrative Science - Computer Security and Forensics Administration

Farleigh Dickinson University

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Jaspreet Singh Dhindsa