Kulmit Dhanjal

• Led a team of 5 support professionals, providing guidance, coaching, and mentorship to ensure high-performance levels and achieve departmental goals
• Developed and implemented support strategies, processes, and best practices to enhance efficiency and customer satisfaction
• Monitored customer feedback, identified trends, and implemented improvements to enhance the overall customer experience
• Experienced with administrating MDM platforms like InTune
• Infrastructure support for telephony, network, computers, printers, and mobile devices
• Provided mentorship and coaching to support analysts and co-op students
• Supported and participated in infrastructure projects and day to day incidents
• Triaged and resolved day to day Service Desk tickets while meeting SLAs with users and vendors
• Supported users access, permissions using Identity and Access Management (PingOne) and AD
• Provided IT orientation and coaching to new and existing corporate staff to improve technical knowledge for business platforms, system tools and applications
• Collaborated closely with cross-functional teams, including product development and sales, to provide insights on customer needs and drive product/service enhancements
• Conducted regular performance reviews, set performance goals, and implemented training and development programs to foster professional growth within the team
• Analyzed support metrics and KPIs, prepared reports, and made data-driven decisions to optimize team performance and meet business objectives
• Successfully managed crisis situations, coordinating the support team's response and ensuring timely resolution and effective communication.

• Led a team of support agents, providing technical guidance and support to customers
• Resolved escalated customer issues and implemented solutions to ensure customer satisfaction
• Streamlined support processes, reducing response times and improving overall efficiency
• Conducted training sessions for new hires and organized ongoing training programs to enhance the team's skills and knowledge
• Managed IT onboarding and offboarding of corporate employees
• Managed first and second level technical support for all infrastructure for corporate users including infrastructure support for telephony, network, computers, printers, and mobile devices
• Provided mentorship and coaching to support analysts and co-op students
• Supported and participated in infrastructure projects and day to day incidents
• Triaged and resolved day to day Service Desk tickets while meeting SLAs with users and vendors
• Collaborated with the product development team to provide feedback on product issues and suggest improvements
• Experienced with administrating MDM platforms like InTune
• Assisted in the development of support documentation, knowledge base articles, and FAQs.

• Responsible for overseeing the day-to-day activities and operations of the End-user Support team (Help Desk and Desktop Support) to ensure end-users and business teams receive the support they require
• Develop and lead architecture definition of complete end user centric solutions addressing the full lifecycle from early CONOPS, requirements development, technical planning, system integration, analysis of alternatives, verification and validation, design, build, cost, deploy, through sustainment
• Establish Leidos best practices, lessons learned, and technological approaches related to digital modernization and transformation technologies including Software Defined Networking, AIOps, Micro segmentation, Zero Trust Networking, Cybersecurity Automation, Cloud Migration, and Dev Sec Ops
• Strengthen existing programs and with application of technology and/or innovation by working with peer Operations teams, Group CTOs, and other Leidos Groups and by leveraging known technology and solutions on current programs and new business pursuits
• Assess and mentor the technical talent and solution architects in the organization to meet the current and future (new market) business challenges
• Experienced with administrating MDM platforms like InTune
• Partner with the Business Development team in supporting the shaping and development of technical solutions, basis of estimates, and industry relationships via responses to RFPs, new business reviews, white papers, customer shaping calls, and Leidos' corporate Win Plan process for larger franchise opportunities and to understand and participate in the development of new business strategy assessing current and future skills and technology needs.

• Schedule and execute all stages of enterprise software, hardware and system implementations
• Assess business implications for each project phase and monitor progress to meet deadlines, standards and cost targets, proved direction to one intern and 5 helpdesk techs with the role out of Win 10
• Manage projects and programs through all stages of the project life cycle adhering to defined scope, budget, and allotted timeframe, created a workflow chart for backup tapes, we’ll be moving to Cloud Storage
• Successfully manage and execute 3 to 5 projects simultaneously, ranging in value and complexity
• Manage the pipeline of work and priorities with key stakeholders, development tools such as Atlassian Jira, Confluence, key focus on ITSM to create standers for IT, Request for Information/ Proposal/Quotation (RFI/P/Q), Statement of Work (SOW), experienced at managing suppliers and delivering workplace technology / End User Computing projects; including windows 10 upgrades and migrating to exchange
• Provide regular and timely updates on projects and priorities to CIO weekly, Experienced with administrating MDM platforms like InTune
• Develop strong technical foundation as a network administrator within a 200-user, mixed-platform environment, Implemented Win 10 & Microsoft 365, With Cisco AV support and install
• Build and maintain cohesive project team and foster working relationships within project team and project partners, Implemented IMB Cloud for the new AS400 & Oracle Cloud for Customer service department
• Performs contract and project closeout activities, and archives project information
• Participate in the development of the strategic information technology plan, processes and solutions
• Ensuring the project is managed according to the plan, and assign tasks to team members
• Ensure effective handoff to operations for ongoing maintenance and troubleshooting to System Techs.

• Provided guidance and leadership to the helpdesk team on a day-to-day basis
• Supported and installed Cisco AV (Audio-Visual) systems
• Experienced with Waterfall project management methodology and IT Service Management (ITSM) to create standards for IT
• Experienced with administrating MDM platforms like InTune
• Utilized development tools such as Atlassian Jira and Confluence
• Collaborated with ServiceNow to create critical business cycles and schedules
• Worked with complex problems that required in-depth evaluation of varied factors
• Worked with Azure and Tableau to ensure the use of SQL
• Supported IBM Cloud on a delay basis
• Involved in Request for Information/Proposal/Quotation (RFI/P/Q) and Statement of Work (SOW) processes
• Exercised judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for optimal results
• Led a team of five helpdesk professionals
• Experienced at managing suppliers and delivering workplace technology/End User Computing projects, including Windows 10 upgrades and migrating to Exchange.

• Lead a Team of 6 Helpdesk, individuals on day-to-day needs
• Developed and maintained schedules for equipment replacement
• Created and maintained support documentation for team, ITSM to create standards for IT
• Liaise with end users to understand business requirements and proposed solutions to aligned with the IT departmental goals
• Managed and Supported IBM Cloud with Oracle Cloud
• Setup network shares, access controls, print shares, and physical access controls
• Maintained overall ownership of all end user’s issues ensuring resolution within a reasonable timeframe; prioritize requests and document incidents via the Helpdesk portal
• Provided support for procurement of IT hardware and software
• Leveraged IT Team to troubleshoot network connectivity on data and voice networks and interoffice connectivity, With Cisco AV support and install, development tools such as Atlassian Jira, Confluence
• Implemented and maintained software update services for applications, computers (desktop and laptops) and servers
• Experienced in Waterfall and, preferably, Agile development.

• Maintained all aspects of I.T (I Procurement) for 144 users, for the Canadian Affiliate
• Managed day to day operational aspects of projects to ensure adherence to scope, conferring with project staff to outline the work breakdown schedule, ITSM to create standards for IT
• Provided guidance and expertise to assist the team in ensuring incident resolutions get resolved in a timely manner, acted as helpdesk and played multiple roles and support on site
• Accountable for all aspects of Incident Management and Change Management
• Created, provided and managed detailed status and team metric reports
• Managed all levels of communication, Culler, Lync-Skype for business Affiliates
• Assisted end user and new staff computer training, maintaining inventory control and asset tagging
• Configured, deployed, and supported mobile devices, including smartphones, tablets, and other wireless devices running on a variety of different platforms, Experienced in Waterfall and, preferably, Agile development, development tools such as Atlassian Jira, Confluence
• Supported Mac OSX, iPads, iPhones, With Cisco AV support and install
• Experienced with administrating MDM platforms like InTune
• Test fixes to ensure adequate resolution to processes and user issues
• Evaluated documented resolutions and analyze trends for ways to prevent future incidents and problems
• Created accurate and easily understandable documentation for both end users and fellow Service Desk analysts, IBM Cloud was deployed as well as Azure and Tableau to work with Oracle for pharmaceutical
• Experience with Exchange Mailboxes/Calendars for Exchange 2003/2008/2010/2013 and Office 365 (setup, applying permissions, sharing calendars, Database / Server Administration.

Led local Helpdesk team, providing support for Service Now ticketing system

Maintained, supported, and managed corporate Windows server environment (DHCP, DNS, TCP/IP, SMTP).

Adhered to corporate standards and licensing by providing assistance with Office 2013-365 cloud support and SCCM software packages.

Led and participated in planning logistics for installations and configuration of software/hardware in a project environment

Assisted in deployment requirements for staff in corporate and specialized departments, hardware laptops, desktops, and cell phones.

· Dealt with daily connectivity issues LAN\WAN’s, testing new hardware via wireless

Researched and identified industry trends, leveraging ideas to enhance IT systems & services