Navjot Saini
Brampton,Canada
Summary
- Resourceful Training Specialist, known for productivity and efficient task completion.
- Specialized in new hire training program development.
- Excel in communication, leadership, and adaptability, leveraging these soft skills to facilitate engaging training sessions, and foster learning environments.
- Committed to continuous improvement and innovation in training methodologies.
- High performing professional with 3+ years of experience delivering high impact work in the IT support at healthcare industries and Petro Canada.
- Advanced analytical skills with strong technical, diagnostic, and troubleshooting expertise.
- Experience in providing technical support in 3,000+ user environments.
- Highly focused with exceptional service delivery, client support, and IT assistance.
- Excellent knowledge on customer service, incident management, change management, team mentoring, technical training, team management, and reporting.
Overview
4
4
years of professional experience
Work History
Quality and Training Specialist
Pathway Communications
Markham
06.2022 - Current
- Project - Ontario Health Digital Support
- Managing the training program for all technical support agents by maintaining and facilitating the new hire training, and measuring effectiveness through analysis and performing monthly evaluations.
- Providing daily coaching and feedback, recognizing and rewarding accomplishments, and introducing new processes and procedures.
- Ensuring all processes, procedures, and training materials are updated and documented.
- Performing monthly quality evaluations of agents, and providing feedback through Quality Adhoc sessions.
- Ensuring all agents are up to date with the latest processes and services introduced by timely training.
- Managing clients' feedback by performing root cause analysis and taking necessary corrective actions.
- Acting as team lead in a backup role from time to time, providing support to L1 agents, and managing the Service Desk to assist OH internal employees and healthcare providers with issues related to Cancer Care Ontario applications, Trillium Gift of Life applications, eHealth applications, Ministry of Health applications, Public Health Units applications, LHINs applications, Clinical Applications, EMR software, Telemedicine Networks, and Acronym Networks.
- Supporting internal employees with identity and access management, VPN connection issues, Wi-Fi connection issues, Windows Domain, Active Directory, Outlook, Teams, drive access, revoke requests, Azure Admin, Office 365 Admin, MFA, mapping drives, SharePoint sites, security, CyberArk, privacy, and breaches.
- Knowledge of VPNs such as Zscaler, GlobalProtect, Pulse Secure, Check Point, Cisco, and FortiClient.
- Providing support for Acronym Networks across Ontario Health corporate sites and hospitals.
Technical Team Lead/ SME
Pathway Communications
Markham
01.2022 - 06.2022
- Project - Suncor Energy (Petro-Canada)
- Managed the Suncor Energy Service Desk and provided support to L1 and L1.5 service desk analysts for Petro-Canada establishments regarding technical support processes (ServiceNow, AD, Linux, Windows Server, RDP, CMD, RTL Servers, RSA, PuTTY, TeamViewer, PCAnywhere, Cisco Router, Switch, UPS, Wi-Fi, Networking, Firewall, Cisco Meraki, SolarWinds, Back Office, and Wholesale).
- Identified risks and formed contingency plans as soon as possible.
- Analyzed existing operations and scheduled training sessions and meetings to discuss improvements.
- Kept up to date with industry standards and developments.
- Performed remote diagnosis and troubleshooting of Point of Sale devices and end-user issues, adhering to different service-level agreements.
- Coordinated with appropriate stakeholders and vendors, prioritized and escalated critical issues.
- Acted as a definitive source of knowledge for enhancing organizational efficiency by evaluating organizational needs and determining suitable technical solutions.
- Recommended technical solutions and defined software development requirements.
- Provided subject expertise and guidance to IT developers during the software development life cycle.
- Approved KBAs are to be published in ServiceNow and delivered monthly, quality presentations to Suncor Energy.
- Assisted with project rollouts, such as software upgrade deployments, infrastructure migrations, workflow processes, LAN installations, and downtime resolution.
Technical Support Analyst - Subject Matter Expert
Pathway Communications
Markham
07.2021 - 12.2021
- Project - Suncor Energy (Petro-Canada)
- Provided 24x7 IT support for Level 1 Service Desk Analysts for Petro-Canada Retail and Wholesale establishments.
- Diagnosed, troubleshot, resolved, and documented customer issues and interactions using ServiceNow.
- Troubleshot peripherals such as Windows 10 Point of Sale computers, POS scanners, receipt printers, Lane3000 PinPads, Windows 7 HP workstations, Windows Server 2012 R2 servers, CISCO Meraki switches, LAN cabling, SD-WAN, Wi-Fi, and IoT devices.
- Operated analytical tools such as CISCO Meraki Dashboard, SolarWinds, custom connectivity monitoring dashboards, and vendor-specific security logs to resolve issues.
- Worked with Citrix Virtual Desktop Infrastructure and VMware, increasing productivity with high availability.
- Demonstrated a strong understanding of the business and operations, enabling swift resolution of client IT-related queries.
- Deployed Field Technicians (Break-Fix/IMAC) and coordinated with technicians for quick and prompt IT solutions.
- Configured and maintained Petro-Canada applications such as Bulloch BT9000, integrating fuel pump control for Gilbarco pump models and Veeder-Root, AFD.
- Gained experience working with accounting tools such as iPrism and Suncor’s WBTS (Custom Application) to help retail and wholesale businesses analyze accounting anomalies, banking, journal, and bookkeeping issues.
- Installed shared printers and scanners on user-end workstations.
- Added users to security groups, performed password resets, reset user accounts, and delegated control of objects using Active Directory Users and Computers within the Windows Client/Server environment.
- Worked with Microsoft Office 365 tools such as OneDrive, SharePoint, Power BI, Yammer, Outlook, and Teams.
- Worked with RTL servers, FSC, Remote Desktop, PCAnywhere, and TeamViewer to diagnose end-user issues.
- Worked with HP ML350 Gen9 and Gen10 domain, data, and terminal servers.
- Functioned as an instructor and mentor for providing training to new hires, and developed online assessment tests.
Technical Support Analyst
Concentrix
Belleville
03.2021 - 07.2021
- Project - HP Printers
- Troubleshot customers' HP accounts for networking issues, such as invalid IP addresses, DNS issues, and firmware updates for HP printers.
- Provided remote control over customers' computers when necessary while troubleshooting issues to resolve problems.
- Assisted customers with web services issues on HP printers and HP Instant Ink web services issues.
- Installed HP software and applications on computers, and managed customers' account pages through the database.
- Ensured service delivery met contractual Key Performance Indicators (KPIs).
- Clarified customer requirements, probed for understanding, and used decision-support tools and resources to appropriately resolve customer issues.
- Utilized the ticketing system, CDAX, to document interactions.
Education
Post Graduate Diploma - Embedded System Engineering Designs
Lambton College
Toronto12.2020
Masters in Technology - Electronics and Communications Engineering
DAV University
India06.2016
Bachelors in Technology - Electronics and Communications Engineering
Rayat and Bahra College of Engineering
India05.2014
Skills
- OS Administration
- Active Directory
- Microsoft Azure Admin
- Bitlocker Administration
- Identity and Access Management
- Incident Management Tools
- Service Now
- Remedy
- CDAX
- Embedded C
- C
- C programming
- RTOS
- VHDL
- Python
- MATLAB
- Embedded Linux
- Linux commands
- RTL server commands
- Cisco Meraki Dashboards
- Solar Winds
- Power BI
- Citrix receivers
- VMware
- Bomgar
- Condeco Admin
- Productivity
- MS Office
- Office 365 administration
- Circuit Design Tools – Altium, EAGLE
- Employee training
- Quality evaluation
- Technical support
- Process improvement
- Data analysis
- Service desk management
- Coaching and feedbacK
- Reference material development
- Training evaluation
- Soft skills training
- Training program development
Projects
Project on 'IoT based Automatic Railway Gate Controller' using Beaglebone Black as master Microcontroller. Project on 'Line detector robot' and 'Bi-Directional Person Counter'. Industrial Training in Network Performance Report and Monitoring at Videocon. Training on JAVA, Embedded C, Robotics and ORCAD design.
Timeline
Quality and Training Specialist
Pathway Communications
06.2022 - Current
Technical Team Lead/ SME
Pathway Communications
01.2022 - 06.2022
Technical Support Analyst - Subject Matter Expert
Pathway Communications
07.2021 - 12.2021
Technical Support Analyst
Concentrix
03.2021 - 07.2021
Post Graduate Diploma - Embedded System Engineering Designs
Lambton College
Masters in Technology - Electronics and Communications Engineering
DAV University
Bachelors in Technology - Electronics and Communications Engineering
Rayat and Bahra College of Engineering
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