Sandeep Saini
Cambridge,ON
Summary
I have a strong background as a Service Desk Analyst with expertise in IT support and customer service, complemented by over four years of experience across industries such as licensing services and healthcare. My professional journey includes facilitating efficient application processing, administering vision and knowledge tests, managing financial reconciliations with 100% accuracy, and providing compassionate patient support while adhering to confidentiality standards. I hold a postgraduate diploma in Information Technology Support Service from Sheridan College (2019-2020) with hands-on skills in tools like Windows 10/11, Active Directory, Office 365, ServiceNow, Jira, and imaging/deployment tools like SCCM and MDT. My career goal is to leverage my technical proficiency and interpersonal abilities to secure an IT or customer-focused role where I can contribute to operational excellence and enhance user experiences.
Overview
4
4
years of professional experience
Work History
Customer Service Representative 3
Drive Test centre
Kitchener, Ontario
06.2023 - 02.2025
- Processed and verified over 100 application forms weekly, ensuring completeness and adherence to regulatory compliance standards; contributed to a 30% reduction in processing errors.
- Administered knowledge and vision tests for Class G and commercial licenses, identifying discrepancies and referring candidates to appropriate specialists as needed.
- Collected and reconciled daily licensing fees exceeding $3,000 with 100% accuracy, strictly following financial policies and procedures.
- Oversaw road test scheduling and issuance of temporary licenses using in-house systems, facilitating efficient service delivery to over 1,200 customers monthly while supporting process improvements to boost operational accuracy and customer satisfaction.
Customer service representative
Lifelabs
01.2021 - 01.2023
- Provided compassionate support to patients regarding lab procedures and wait times.
- Adept at managing patient interactions, coordinating with clinical teams, and handling sensitive health data with confidentiality and accuracy.
- Assisted lab techs in organizing supplies and labeling samples correctly.
- Answered customer inquiries via phone, email, and chat.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed and maintained filing systems for confidential documents and records.
- Handled confidential documents in an organized fashion according to established protocol.
Education
Bachelor of Science - Information Technology Support Service
Sheridan College
01.2020
Bachelor of Science - Computer Science
Rayat Bahra University
Mohali06-2016
Skills
- Excellent Communication
- Problem-Solving Abilities
- Customer Service Orientation
- Team Collaboration
- Time Management
- Adaptability
- Active Listening
- Empathy
- Attention to Detail
- Technical Support & Troubleshooting
- Active Directory & User Account Management
- Help Desk Ticketing Systems (eg, ServiceNow, Jira)
- Remote Desktop Support (eg, TeamViewer, RDP)
- Windows/Mac OS Support
- Hardware Installation & Maintenance
- Network & Connectivity Issues
- Microsoft 365
References
Available upon request
Timeline
Customer Service Representative 3
Drive Test centre
06.2023 - 02.2025
Customer service representative
Lifelabs
01.2021 - 01.2023
Bachelor of Science - Information Technology Support Service
Sheridan College
Bachelor of Science - Computer Science
Rayat Bahra University