RAVINDER SINGH GILL
EDMONTON,AB
Summary
Technical Analyst with 12 years of professional experience in the areas of Desktop Support, System Administration, Technical Operations, and Customer Service.
Overview
16
16
years of professional experience
1
1
Certification
Work History
IT Deployment Specialist
Finning Canada
11.2022 - 01.2024
- IMAC (Installed, deployed, and configured PCs)
- Providing end user support through email, phone or in person
- Troubleshoot networking issues and coordinate with networking personnel to resolve issues
- Assist in inventory management, procurement, and shipment activities
- Strong problem-solving and troubleshooting skills (Computer hardware and software issues)
- Staging, re-imaging, wiping, and disposing of the out of warranty computer
- Backing up the data and restoring on the new Laptop
- Troubleshoot the remote user by remoting in through SCCM, Quick Assist, Assist Me software
- Coordinate with management and 3rd party vendors to schedule lease returns
- Creating/Modifying/Disabling users in AD, Microsoft Azure and O365
- Troubleshooting the Citrix, VPN, Office 365 issues.
Desktop Support Analyst
Worley CORD
05.2019 - 09.2022
- IMAC (Installed, deployed, and configured PCs)
- Providing end user support through email, phone or in person
- Troubleshoot networking issues and coordinate with networking personnel to resolve issues
- Assist in inventory management, procurement, and shipment activities
- Strong problem-solving and troubleshooting skills (Computer hardware and software issues)
- Staging, re-imaging, wiping, and disposing of the out of warranty computer
- Backing up the data and restoring on the new Laptop
- Troubleshoot the remote user by remoting in through SCCM, Quick Assist, Assist Me software
- Coordinate with management and 3rd party vendors to schedule lease returns
- Creating/Modifying/Disabling users in AD, Microsoft Azure and O365
- Troubleshooting the Citrix, VPN, Office 365 issues.
Workstation Support Analyst
WIPRO Canada Ltd. (SLC Building)
09.2017 - 04.2019
- IMAC (Installed, deployed, and configured PCs)
- Imaging Windows Surface pro tablet with win 10 pro image
- Strong problem-solving and troubleshooting skills (Computer hardware and software issues)
- Staging, re-imaging, wiping, and disposing of the out of warranty computer
- Backing up the data and restoring on the new Laptop.
Deskside Technology Consultant – Information Services
SHELL DXC (Fort Saskatchewan, AB)
01.2017 - 09.2017
- IMAC (Installed, deployed, and configured PCs)
- Strong problem-solving and troubleshooting skills (Computer hardware and software issues)
- Staging, re-imaging, wiping, and disposing of the out of warranty computer
- Backing up the data and restoring on the new Laptop.
Intermediate Deskside Resource – Information Services
TES (The Employment Solution)
07.2015 - 12.2016
- IMAC (Installed, deployed, and configured PCs)
- Strong problem-solving and troubleshooting skills (Computer hardware and software issues)
- Re-imaged PCs (SCCM 2012)
- Mobile device support (iPhone and BlackBerry)
- Experienced in identifying user requirements
- Refreshing and migrating user computer from Win XP to Win 7
- Installing and Testing MSR, Signature pad, POS and receipt printer of the RBC, Scotia & TD banks.
Sr. System Analyst – Information Services
Fusion Software Inc.
05.2016 - 09.2016
- IMAC (Installed, deployed, and configured PCs)
- Strong problem-solving and troubleshooting skills (Computer hardware and software issues)
- Patch Management
- Monitoring and troubleshooting the server and devices through N-Central 10.2
- Mobile device support (iPhone and BlackBerry)
- Experienced in identifying user requirements
- Troubleshoot user computer OS with Win 7, 8, 8.1, 10
- Update the antivirus and securities on the Trend Micro Server
- Troubleshoot issue with Exchange 2012
- Troubleshoot the windows server 2008, 2008 R2, 2012, 2012 R2.
End User Support Analyst
Alberta Energy Regulator
10.2014 - 06.2015
- IMAC (Installed, deployed, and configured PCs)
- Strong problem-solving and troubleshooting skills (Computer hardware and software issues)
- Re-imaged PCs (SCCM 2012)
- Mobile device support (iPhone and BlackBerry)
- Experienced in identifying user requirements
- Worked directly with clients and providing excellent customer service
- Coordinated with business areas to ensure communications are relayed to all parties
- Coaching users by telephonic conversation, face to face, or by RDP
- Provide comprehensive technical support services to the Client's internal customers and service providers
- Assess reported issues and as necessary work directly with employees for escalation and timely issue resolution
- Effectively communicate with Service Desk Supervisor and employees regarding break/fix processes
- Effectively communicate with the Service desk Supervisor regarding any Service desk related issues or processes
- Report any potential problem cases to the Level II technician and/or Service desk Supervisor
- (Build a “proactive” environment)
- Replicate and resolve employee incidents in the software & hardware environment
- Self-monitoring of Help Desk tickets to insure proper escalation and resolution of incidents consistent with the agreed SLA's Communication with several IT
- Added, deleted, and modified the clients in Active Directory (Exchange 2013)
- Experienced in data collection, data editing, data validation and data conversion
- Resolved issues related to emails, search, calendar, and other MS Office issues
- Resolved and identified issues related to LAN/WAN
- Multifunctional printer support (replaced toner, resolve paper jam, and sent out for warranty repairs)
- Troubleshoot Mac OS X
- Created and tested user manuals (SX80, Lync and CISCO phone)
- Cisco VOIP Phones, SMART Boards, Video Conferencing, Cable management
- Ability to work independently and within a team environment
- Provided responses to inquiries, training relating to the usage of an application and maintain user ID’s and passwords.
Desktop Technical Analyst
Acrodex Inc.
08.2012 - 08.2014
- IMAC (Installed, deployed, and configured PCs)
- Strong problem-solving and troubleshooting skills (Computer hardware and software issues)
- Re-imaged PCs (SCCM 2012)
- Mobile device support (iPhone and BlackBerry)
- Coaching users by telephonic conversation, face to face, or by RDP
- Installed and supported Office 365/2013/2010/2007
- Added, deleted, and modified the clients in Active Directory (Exchange 2013)
- Resolved issues related to emails, search, calendar, and other MS Office issues
- Worked directly with clients and providing excellent customer service
- Coordinated with business areas to ensure communications are relayed to all parties
- Resolved issues related to LAN/WAN interconnecting
- Experienced in identifying user requirements
- Ability to work independently and within a team environment
- Experienced in data collection, data editing, data validation and data conversion
- Provided responses to inquiries, training relating to the usage of an application and maintain user ID’s and passwords
- Created and tested user manuals
- Multifunctional printer support (replaced toner, resolve paper jam, and sent out for warranty repairs)
- Re-built Windows 7 VDI profile
- On call for 24/7 support.
Customer Technical Support
Sutherland Global Services Inc.
09.2010 - 08.2012
- Resolved issues with BlackBerrys/BlackBerry Enterprise Servers from different carriers all over the world
- Configured and installed BlackBerry Enterprise Server in their existing environment
- Resolved issues in the 40-minute time limit
- Strong problem-solving and troubleshooting skills (BlackBerry and BES issues)
- Escalated the call to tier II for complex issues and checked the call solution for similar issues
- Documented each call and troubleshooting steps
- Educated the user on how and what they can do for their smart phone to get the best use/value
- Resolved issues by telephonic conversation or by RDP
- Coordinated with business areas to ensure communications are relayed to all parties (BES & Handheld Team)
- Resolved issues related to emails, search, calendar, and other issues related to the device
- Synchronised emails with the smartphone
- Ability to work independently and within a team environment
- Experienced in identifying user requirements
- Worked directly with clients and providing excellent customer service
- Provided responses to inquiries & trained the user related to the usage of an application (Email KB Articles)
- Backup, restored, and updated BlackBerry phones.
Officer 01 - Information Technology
Ludhiana Stock Exchange
11.2007 - 07.2010
- Installed and troubleshoot software related to NSE (National Stock Exchange), BSE (Bombay Stock exchange)
- Planned and evaluated the operations of information system and database process
- Managed and troubleshoot network, internet, and intranet connectivity through the organization’s firewall setting
- Experienced in identifying user requirements
- Ability to work independently and within a team environment
- Co-ordinated with the rest of the ISD (Information System Department) team
- Performed a wide range of systems administrator duties on Management of Information System database, application, and other servers including install, debug, maintain, and upgrade and general support
- Provided responses to inquiries, training relating to the usage of an application and maintain user ID’s and passwords
- Created user manuals for software usage (NSE and BSE)
- Strong problem-solving and troubleshooting skills (Computer hardware and software issues)
- Worked directly with clients and providing excellent customer service
- Coordinated with business areas to ensure communications are relayed to all parties
- Experienced in data collection, data editing, data validation and data conversion
- Performed administration, network backup, managed network security & disaster recovery procedure
- Resolved the issues related to network (LAN/WAN) interconnectivity.
Education
Master of Computer Application (MCA), Data Communication, Computer Networks, Microprocessors, ADA (Algorithm Analysis & Design), RDBMS, Computer Based Optimisation Methods, Management Information System -
Punjab Technical University (PTU)
04.2004
Skills
- Server Management
- Virtualization Technologies
- Software Deployment
- Incident Management
- Customer Support
- Application Support
- Time Management
- Team Leadership
- Requirements Gathering
- Technical Analysis
- Technical Support and Assistance
- System Testing
Languages
English
Full Professional
Certification
- Information and Communication Technology (2012)
- CompTIA A+ (2010)
- Microsoft Certified Software Engineer (MCSE) (2008)
- Cisco Certified Network Associate (CCNA) (2006)
- CCTM716 – Introduction to Networks (ITN) – NAIT (2021)
References Available
True
Timeline
IT Deployment Specialist
Finning Canada
11.2022 - 01.2024
Desktop Support Analyst
Worley CORD
05.2019 - 09.2022
Workstation Support Analyst
WIPRO Canada Ltd. (SLC Building)
09.2017 - 04.2019
Deskside Technology Consultant – Information Services
SHELL DXC (Fort Saskatchewan, AB)
01.2017 - 09.2017
Sr. System Analyst – Information Services
Fusion Software Inc.
05.2016 - 09.2016
Intermediate Deskside Resource – Information Services
TES (The Employment Solution)
07.2015 - 12.2016
End User Support Analyst
Alberta Energy Regulator
10.2014 - 06.2015
Desktop Technical Analyst
Acrodex Inc.
08.2012 - 08.2014
Customer Technical Support
Sutherland Global Services Inc.
09.2010 - 08.2012
Officer 01 - Information Technology
Ludhiana Stock Exchange
11.2007 - 07.2010
Master of Computer Application (MCA), Data Communication, Computer Networks, Microprocessors, ADA (Algorithm Analysis & Design), RDBMS, Computer Based Optimisation Methods, Management Information System -
Punjab Technical University (PTU)
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