Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kirandeep Kaur

Edmonton,AB

Summary

IT Support Specialist with 2+ years of experience providing technical support in fast-paced environments, including corporate and hospitality settings. Skilled in troubleshooting, customer service, and maintaining a wide range of operating systems and devices. Certified in CompTIA Network+, with hands-on experience using ITSM tools such as Freshservice, ChangeGear, and Zendesk. Adept at managing hardware and software support, remote assistance, and network troubleshooting. Known for problem-solving, attention to detail, and efficient task prioritization.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Information Technology Specialist

McElhanney Ltd
Edmonton, Alberta
08.2022 - Current
  • Act as the primary point of contact for technical support requests via phone, email, and the ticketing system.
  • Resolve desktop, network, and software issues through remote tools and on-site troubleshooting.
  • Collaborate with the team to identify recurring issues and implement long-term solutions.
  • Maintain accurate documentation of repairs, software installations, and IT asset movement.
  • Escalate complex problems, and ensure resolution through proper channels.

KFC Team Lead

KFC
Edmonton, AB
06.2022 - 08.2022
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Monitored team workload to prevent burnout and ensure equitable task distribution.
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.

Passenger Service Agent

Sunwing Airlines, Pearson Airport YYZ
Mississauga, Canada
11.2021 - 06.2022
  • Providing information to passengers about flight times, gate changes, delays, and other pertinent information.
  • Processing boarding passes, checking identification documents, and directing passengers to security checkpoints.
  • Handling customer complaints, helping to resolve disputes, and referring problem cases to supervisors for further attention.
  • Greeting passengers at airports, and providing information about flight schedules, delays, or cancellations.

Transaction Processing Officer

Bank of Montreal, BMO
Mississauga, Canada
01.2022 - 04.2022
  • Verified customers' identity and payment details to prevent fraudulent activities.
  • Worked closely with IT personnel to troubleshoot software issues related to transaction processing.
  • Assisted customers with inquiries related to their accounts and transactions.
  • Prepared reports on daily transaction activity and submitted them to management.
  • Handled and verified data received by automatic data extraction tools.

Information Technology Specialist

OTG Management Inc, Pearson Airport YYZ
Mississauga, Canada
07.2019 - 12.2021
  • Ensured effective use and operational oversight of field-level systems, which include over 2,500 iPads, 600 Mac minis, and 1,300 Ingenico credit card readers across two terminals.
  • Manage and provide IT support for 12 restaurant locations in Airport Terminals 1 and 3 via Cisco Meraki.
  • Resolved 35+ tickets and achieved a 98% satisfaction rating for resolving critical issues raised by managers.
  • Install, audit, service, upgrade, and maintain 37 computers based on Mac and Windows operating systems.
  • Resolve day-to-day issues related to hardware, software, routers, phones, music systems, and TV systems by using remote desktop or physically.
  • Using Fresh service ITSM software to track, analyze, resolve, and deliver support services to minimize downtime, increase efficiency, and maximize profit.
  • Repaired over 100 iPads per month while replacing batteries, screens, LCDs, and home buttons.

Education

Computer And Information Systems

Humber Institute of Technology And Advanced Learning
Toronto, ON
04-2019

Skills

  • Technical Support
  • MS Office Suite includes Word, Excel, Outlook, PowerPoint, Teams, and SharePoint
  • Operating Systems: Windows, Mac, iOS, and Android
  • Remote Desktop Support
  • Network Troubleshooting (TCP/IP)
  • ITSM Tools: Cisco Meraki, Freshservice, ChangeGear, Zendesk, and EZOffice
  • Time management and multitasking
  • Detail-oriented documentation
  • Phone and email support
  • Problem solving

Certification

  • CompTIA Network +

Timeline

Information Technology Specialist

McElhanney Ltd
08.2022 - Current

KFC Team Lead

KFC
06.2022 - 08.2022

Transaction Processing Officer

Bank of Montreal, BMO
01.2022 - 04.2022

Passenger Service Agent

Sunwing Airlines, Pearson Airport YYZ
11.2021 - 06.2022

Information Technology Specialist

OTG Management Inc, Pearson Airport YYZ
07.2019 - 12.2021

Computer And Information Systems

Humber Institute of Technology And Advanced Learning

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Kirandeep Kaur