Pankaj Singh
Vancouver,BC
Summary
- IT professional with over 2 years of experience in programming, operating systems, networking, and managing business projects through a Bachelor’s degree in Computer Information Systems.
- Proven expertise in deploying and configuring SaaS solutions for a taxi fleet management system, handling end-to-end processes from demos to onboarding and training.
- Skilled in coding practices, including algorithms and debugging, with a solid foundation in C++, Java, Python, and other languages. Strong knowledge of web development, RDMS (SQL), and object-oriented programming.
- Hands-on experience with network setup and troubleshooting, including VLAN configuration, switch port management, and group policy settings for public computer systems.
- Adept at managing complex vendor relationships with payment processors, carriers, and local government, ensuring successful software approval and compliance.
- Excellent customer service, help desk support, and remote technical assistance through tools like TeamViewer and AnyDesk, ensuring minimal downtime and high user satisfaction.
- Strong leadership in managing a taxi fleet system for 100 clients, optimizing software performance, and maintaining seamless operations.
- Possess in-depth knowledge of AWS server configuration, Power BI dashboards, and software deployment.
- Fluent in English, Hindi, and Punjabi, with strong interpersonal and communication skills, making complex technical concepts easy to understand for clients and team members.
Overview
3
3
years of professional experience
Work History
Service Desk Analyst
Vancouver Island Regional Library -Full Time
01.2024 - Current
- Delivered exceptional customer service across various platforms (phone, email, web portal, face-to-face) to resolve technical issues promptly.
- Used active listening and technical expertise to diagnose problems related to hardware, software, internet connectivity, and VIRL application systems.
- Provided clear explanations of issues and resolutions to help users understand their technical situations and required actions.
- Prioritized and managed incidents based on impact, effectively setting and managing customer expectations.
- Escalated unresolved issues to appropriate teams, including Systems Analysts and the IT Operations Manager, ensuring timely resolution.
- Documented all incidents, requests, and resolutions in the service desk application with detailed follow-ups for remote or on-site support.
- Acted as the primary contact for IT-related queries, collaborating with teams to minimize downtime for end-users.
- Assisted in configuring group policies for 200 public computers and played a key role in deploying them across public libraries.
- Supported VLAN setup and network configuration, working alongside System Analysts to configure switch ports and the overall network infrastructure.
Technical Support Analyst
DDS Wireless International Inc. - Full Time
07.2022 - 12.2023
- Led the full configuration and deployment of hardware, devices, and software, establishing robust workstations for both employees and high-profile clients.
- Partnered closely with software development teams to proactively identify and resolve issues in newly released software, ensuring smooth deployment of updates and fixes with minimal disruption.
- Directed the installation, debugging, and optimization of SaaS applications, while managing AWS server configurations to enhance system performance and scalability.
- Delivered expert remote support via TeamViewer and AnyDesk, resolving technical challenges swiftly and ensuring uninterrupted operations for clients.
- Owned the entire SaaS onboarding process, from initial demos to complete system setup, successfully training client employees to maximize software adoption and productivity.
- Served as the primary liaison with key vendors, including payment processors, carriers, and government regulators, securing approvals and maintaining compliance for the software ecosystem.
- Managed and optimized a fleet-based system for 100 taxi clients, ensuring operational efficiency and reliability across the board, while providing ongoing technical leadership and strategic guidance.
Business Technical Specialist
Shaw Communications - Full Time
05.2022 - 08.2022
- Worked one-on-one with clients to improve Shaw Products specifications.
- Responded to support requests from Shaw Business Clients and patiently walked individuals through complex Web Hosting and Networking Issue and resolved in Timely Manner
- Explained technical information in clear terms to non-technical individuals to promote better understanding and responsible for talking care of all the Canada based Shaw Clients.
- As a Business Technical Specialist, you will provide technical support to Shaw's clients across our COAX/Fiber technologies including our Voice, WiFi, TV and etc.
Technical Support Representative(TSR)
Shaw Communications - Full Time
10.2021 - 05.2022
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Provide knowledgeable technical support and troubleshooting guidance pertaining to network, Internet, cable, digital phone, and computer issues and Handle 80 % of calls through out my working hour.
- Maintained energy and enthusiasm in fast-paced environment
Education
Bachelor’s of Computer Information Systems - Aug 2017- June 2021
University of The Fraser Valley
Post Graduate Data Analytics Certificate - Computing Science And Engineering
McMaster University
Hamilton, ON04.2025
Skills
- Languages & Programming: C, C#, Java, Python, ASPNET, HTML, CSS, JavaScript, jQuery
- Development & Methodologies: Code Analysis, Web Development, Scrum, RDMS (SQL), OOP, Automated Testing
- Systems & Platforms: Salesforce, Slack, Windows Server, Power BI Dashboards
- Network & System Support: Troubleshooting, Remote Technical Assistance, Help Desk Support, Incident Management, System Performance Monitoring
- Deployment & Quality Assurance: Software Deployment, Performance Monitoring, Quality Assurance Standards, ITIL Knowledge
- Client Engagement: Client Relationship Management, Training Material Development, Client Onboarding & Support
Timeline
Service Desk Analyst
Vancouver Island Regional Library -Full Time
01.2024 - Current
Technical Support Analyst
DDS Wireless International Inc. - Full Time
07.2022 - 12.2023
Business Technical Specialist
Shaw Communications - Full Time
05.2022 - 08.2022
Technical Support Representative(TSR)
Shaw Communications - Full Time
10.2021 - 05.2022
Bachelor’s of Computer Information Systems - Aug 2017- June 2021
University of The Fraser Valley
Post Graduate Data Analytics Certificate - Computing Science And Engineering
McMaster University
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