Jaspreet Singh
IT Systems Analyst
Vancouver,BC
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
7
7
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Westland Insurance Ltd
12.2019 - 06.2022
- Microsoft Authenticator & Duo Mobile Security Admin
- Ensure learnings are documented and are leveraged for the benefit of future projects
- Research the appropriate technology standards and solutions to meet the business objectives
- Research trends in technology and/or application development patterns and know when to apply them to the business needs
- Continually address inefficiencies in systems and induce change based on growing/ evolving business requirements
- Validate the designs with business stakeholders to ensure that the design satisfies the requirements
- Adhere to and provide input into support methodology standards
- Provide knowledge and turnover process to teams that are accountable for on-going maintenance and support
- Tackled troubleshooting and problem resolution to support end-user technical issues
- Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution
- Removed and replaced old hardware during routine upgrades and system repairs
- Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved
- Adhered to internal IT policies on user credentialing to support access management of digital assets
- Performed walk-throughs for new hires to aid in technological onboarding processes
- Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues
- Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions
- Devised incisive workarounds and resolutions for IT-related problems
- Assisted customers with various types of technical issues via email, live chat and telephone
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Informed senior leadership of product development issues discovered via technical support calls with customers
- Maintained helpdesk and maintenance activities between customer calls and vendor interactions.
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.
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
- Promote and sell Geek Squad services to enhance the client's in-store experience
- Perform setups, repairs, upgrades and related Services.
Refurb Product Tester
Geek Squad City/Best Buy Canada Ltd
10.2015 - 06.2016
- Consults user guides, technical manuals and other documents to research and implement solutions
- References appropriate resource material to troubleshoot for faults
- Mentors other technical support trainees at the work place
- Consulting appropriate resource material to investigate and apply the desired solutions.
Education
Master of Administrative Science - Computer Security and Forensics Administration
Farleigh Dickinson University
08.2014
Skills
- LAN/WAN Support
- Technical Troubleshooting
- Hardware diagnostics
- Call Center Operations
- Customer support needs assessment
- Hardware upgrades
- Application installations
- Antivirus Software
- Office 365 Admin
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.
- 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 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