Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Neet Gill

Whitby

Summary

Result-driven IT Analyst with over eight years of experience in providing first-level application and desktop support, delivering effective 5-star excellence customer service, and managing technical service-related issues for diverse user bases, including junior staff and senior executives

Overview

13
13
years of professional experience
1
1
Certification

Work History

Sr.IT Analyst

Avanade
11.2021 - 08.2025
  • Served as the first point of contact for customers and resolved their complex issues related to hardware, software etc. via phone, remote, email, and service desk ticketing system-ServiceNow
  • Assisted in new setups, onboarding/offboarding process by setting up hardware, software installations, and accounts, provisioning and imaging of workstation for new and current employees
  • Managed ownership of all incoming tickets, ensured proper triage, followed up to resolution and performed follow-up functions to ensure customer satisfaction and SLA adherence
  • Provided day-to-day production support for applications and systems, ensuring targets were met
  • Performed resolution of incidents and problems related to users access and other support issues, and kept the stakeholder well communicated of the process
  • Provided support and resolve issues on Windows 10/11,Mac OS, SaaS platforms, desktops, laptops, network connectivity, printers, and peripheral devices
  • Provided day-to-day production support for applications and systems, ensuring targets were met
  • Wrote SQL codes for archiving & purging database tables & optimized ETL process to finish 1 hour earlier and PowerShell scripts to automate update/deletion of 50 SSRS reports to report server
  • Conducted weekly update meetings on open incidents and prepared data using MS Excel, Power BI to showcase trends and KPIs reports and tracked trends to prevent recurring issues

Sr. IT Analyst

Strawberry Fields High School India
01.2013 - 05.2021
  • Provided troubleshooting & maintenance for hardware, software for Windows & Mac OS
  • Identified trends and opportunities for process or system improvements to management team and product owners, based on recurring issues or customer feedback
  • Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution
  • Reduced cost by $5k annually for maintaining Printers, Phone Systems, & Building Security by overseeing contract renewals, vendor relationships, and upgrades
  • Troubleshooted & supported MS Office 365 application suite & various other applications
  • Trained end-users in best practices to minimize errors and protect key data
  • Communicated effectively with end users, including following-up via various technology methods and being prompt for scheduled sessions with end users
  • Provided 1:1 training opportunity for team members to enhance their skills and stay updated with latest technologies, improving their workflow and productivity Analyzed hardware, software & suggested improvements to reduce lag time & improved overall speed

Education

Bachelors - information technology

Punjab Technical University
01.2009

Master of Science - Information Technology

Punjab University
01.2011

Skills

  • Troubleshooting MS Windows 8,10&11
  • Ticketing systems- Service Now
  • C#, Python, SQL, PowerShell
  • Microsoft Intune, Jamf Pro
  • MS Office, MS Teams, Azure AD
  • Knowledge of ITIL processes
  • Mobile Device Management tools
  • Troubleshoot Desktop, Laptop, Printers, Peripherals, MFD and Network Devices
  • 5 Star excellent customer service
  • Asset Management
  • Cross-team collaboration and customer interaction

Certification

AZ-900, Microsoft Azure certification

Timeline

Sr.IT Analyst

Avanade
11.2021 - 08.2025

Sr. IT Analyst

Strawberry Fields High School India
01.2013 - 05.2021

Master of Science - Information Technology

Punjab University

Bachelors - information technology

Punjab Technical University

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Neet Gill