SAHIL SAINI
Saint John,NB
Summary
Highly skilled IT professional with strong communication, problem-solving, and multitasking abilities. Adept at providing technical support, managing IT infrastructure, and ensuring smooth operations in fast-paced environments.. Proven track record in enhancing user satisfaction through active listening and effective complaint resolution. Adept at managing service tickets and ensuring seamless IT operations, contributing to improved system performance and user productivity.
Overview
6
6
years of professional experience
Work History
Service Desk Specialist
City Of Saint John
03.2025 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
IT/Facilities Coordinator
Cloud5 Communications
12.2021 - 01.2025
- First point of contact for IT system and support-related issues for onsite and remote users
- Provide Tier 1 & 2 IT support through desk-side services, ensuring timely resolutions
- Log and manage communication in ServiceNow ticketing system, and escalate issues as needed
- Collaborate with the networking team to manage and maintain onsite network infrastructure according to scheduled maintenance plans
- Collaborate with colleagues to ensure the smooth operation of IoT devices at multiple sites
- Study, understand, and implement technical manuals, procedures, and SOPs for efficient operations
- Assist in selecting IT products based on requirements, usage, and budget
- Coordinate with facilities vendors to fulfill job requirements and ensure seamless operations
- Maintain effective communication with Site Manager to meet IT and Facilities needs
- Ensure building security systems and emergency procedures are in place and operational
- Continuously improved technical skills through self-directed learning, staying up to date with industry developments and best practices in desktop support.
Hotel Reservation Agent / Senior Agent
Cloud5 Communications
02.2021 - 12.2021
- Answered ~50 incoming phone calls and developed a friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Delivered excellent customer service through active listening and problem-solving
- Assisted property staff and provide support for guest inquiries
- Managed reservations while adhering to quality assurance standards
- Contributed to planning travel itineraries and suggesting local attractions
Desktop Support Technician – Tier 1
Bill Gosling Outsourcing
02.2020 - 04.2020
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Effectively managed tickets, prioritizing and escalating as needed
- Assisted over 800 employees with IT-related service requests and issues
- Built and deployed 12-15 systems daily, contributing to weekly team goals
- Followed up with users to ensure proper system setup and resolved any post-deployment issues
- Reduced downtime with proactive maintenance and timely troubleshooting of desktop issues.
Education
Computer System Technician-Networking
Georgian College
Barrie08-2020
Skills
- Software installation
- Network troubleshooting
- Hardware support
- System administration
- Active listening
- Coaching and mentoring
- Complaint resolution
- Data collection
- Decision-making
- Remote support
- Service level agreements
Languages
English
Full Professional
Timeline
Service Desk Specialist
City Of Saint John
03.2025 - Current
IT/Facilities Coordinator
Cloud5 Communications
12.2021 - 01.2025
Hotel Reservation Agent / Senior Agent
Cloud5 Communications
02.2021 - 12.2021
Desktop Support Technician – Tier 1
Bill Gosling Outsourcing
02.2020 - 04.2020
Computer System Technician-Networking
Georgian College