Mansarab Singh Bhalla
IT Support Specialist
Brampton,ON
Summary
Rational IT Support Specialist with 3 years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Incident Response Analyst
CIBC
Toronto
04.2022 - Current
- Be jointly responsible for support and management of CIBC internal 4500 plus internal applications and 45,000 plus end-user who are CIBC employees.
- Provide client support to all Line of business including reporting statistics & trends for upper management using the ServiceNow Tool
- Engage internal teams & vendors for escalations
- Responsible for maintaining security protocols and working on PowerShell and Mainframe systems
- Responsible for first-level troubleshooting of connection issues, VPN, disk issues, login & access issues, software issues, and Microsoft Office suite & file system issues
- Responsible for patching & deploying the applications in a timely manner using SCCM
- Administration of VDI & VM environment
- Extensive experience with Azure Active directory services such as SSO, device, access controls & user management
- Responsible for user provisioning tasks on Windows platform (Creation, Deletion, Permissions, and VPN Access).
- Increased overall system security by proactively identifying vulnerabilities and recommending appropriate remediation measures
- Ensured swift resolution of incidents by maintaining open communication channels with relevant stakeholders during investigations
Service Desk Analyst
Buchanan Technologies
Mississauga
11.2021 - 04.2022
- Assists/supports end-users with technical queries/issues in navigating enterprise application
- Managed over 40 calls per day and achieved over 90% score metrics
- Documents essential information on ticketing management system to track tickets and help in payment procedures
- Assists customers with password resets, validation, connectivity issues, printer support, and other technical problems
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary
IT Support Assistant
Richa Global
Gurgaon
07.2019 - 12.2019
- Regularly installed operating system and configured network devices and software
- Primary contact for day-to-day maintenance and technical support for the floor including suggestions and troubleshooting different problems in the system
- Promptly responded to requests for technical support related to a computer system, software, and hardware through calls or email.
Junior Software Developer
Delhi Metro Rail Corporation
New Delhi
05.2018 - 06.2018
- Interacted with senior developers daily and completed assigned tasks ahead of the prescribed deadlines
- Co-ordinated with multiple team members in designing the token system using HTML, CSS, and PHP
- Tested out different HTML scripts and software to look for any bugs and responded promptly to find an adequate solution.
Education
P.G Diploma in Cyber Infrastructure Specialist -
Lambton College
Sarnia, ON 01.2020 - 01.2021
Bachelor of Technology in Computer Science - undefined
Ansal University
Gurgaon, India 01.2015 - 01.2019
Skills
Implement, administer, and troubleshoot information systems that incorporate Microsoft Windows OS and LinuxMS Office Suite and Google DocsTechnical report writing and documentingTroubleshooting systems that incorporate Microsoft Windows and Linux
Computer Networking
Experience in Citrix, CyberArk, Esxi VMware, Apache, MFA, Token system (RSA), MySQL, WSUS, Mainframe systems, Wireshark, Ticketing Systems (Manage Engine, Remedy & Service now)Plan, implement, and maintain Windows Server Active Directory
Critical Thinking
Websites
Volunteer Experience
Volunteer Experience, Pheonix Corp, 01/2020, 04/2020, Phoenix Corp is a volunteer organization that focuses on refurbishing old PCs and donating them to various charity organizations.
Worked as one of the project leaders for a semester in my Lambton College
Timeline
Incident Response Analyst
CIBC
04.2022 - Current
Service Desk Analyst
Buchanan Technologies
11.2021 - 04.2022
P.G Diploma in Cyber Infrastructure Specialist -
Lambton College
01.2020 - 01.2021
IT Support Assistant
Richa Global
07.2019 - 12.2019
Junior Software Developer
Delhi Metro Rail Corporation
05.2018 - 06.2018
Bachelor of Technology in Computer Science - undefined
Ansal University
01.2015 - 01.2019