Sandeep Sandhu
Calgary,AB
Summary
First-rate IT Service Analyst with 6 years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in Azure | M365 applications. Established reputation as sharp technology expert when working with customers to identify and deploy solutions. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 1 and 2 support knowledge.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Group IT Service Delivery Analyst
Charles Taylor Insuretech
Calgary, Alberta
01.2022 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Worked with teams of talented software engineers to define, build and maintain cloud infrastructure.
- Coordinated data migration activities for ongoing projects to confirm alignment of progress with prescribed timelines and execution milestones.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Researched and adopted new technologies to add value to existing offerings.
- Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.
Deskside Analyst
TCS-Enmax
Calgary, AB
09.2021 - 12.2021
- Installing and supporting Laptops, Surface pros, Desktops, and Workstations with Windows10 Operating System.
- Hands-on Experience with Service Now ticketing system and SNOW platform working with CMDB.
- Hands-on experience with SCCM for operating system installation, Assigning devices to clients, and installing SCCM in client machines.
- Provide technical support services to end-users, including device and software application troubleshooting over the phone, email, and web support.
- Mapping Network drives, creating network sharing, resolving issues involving network printers, other network-related issues.
- Backup and restore user’s data using OneDrive, Network drive and Installing all related applications, and Microsoft Office 365 applications on user’s machines as per requirement.
- Installing Quadro graphic cards in High-end Dell Workstations and additional RAM in HP laptops.
- Collaborated with internal teams and customer representatives to determine data migration requirements prior to accepting projects.
- Coordinated data migration activities for ongoing projects to confirm alignment of progress with prescribed timelines and execution milestones.
Machine Operator
Cargill Case Ready
Calgary, AB
12.2019 - 09.2021
- Followed technical documentation, including tooling instructions and product specifications to determine and implement operational sequences.
- Calibrated, tested, and adjusted machine settings or controls in preparation for production operations.
- Tended operating machinery to identify equipment malfunctions and locate sources of product defects.
- Complied with company and OSHA safety rules and regulations.
- Saved over $25000 by recommended different outsourcing and shielding gaskets
Desktop Support Analyst
Aegis Limited
New Delhi, Delhi
05.2015 - 10.2019
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
- Assisted over 100 clients daily by gaining remote access to computers and manipulating applications.
- Installed new hardware and software, patched systems and configured settings.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
Technical Support Specialist
Allianz Partners
New Delhi, Delhi
12.2013 - 12.2015
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Activated accounts for clients interested in new services.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved 50-80 technical support inquiries per day
Education
Bachelor Of Technology - Computer Science
Punjab Technical University
Jallandhar , India2013
Skills
- IT Support / Customer Service
- Networks and Printers Troubleshooting
- Active Directory / SCCM
- ServiceNow
- Azure Active Directory
- Intune / Microsoft Endpoint Manager
- Office 365 / Microsoft 365
- VPN configurations
- Windows 7/10/11
- Microsoft Teams administration
- Microsoft Sharepoint administration
- Outlook/Exchange
- Windows Powershell
- Microsoft Applications
Certification
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- ITIL V4 -Foundation
- Microsoft Certified: Azure Fundamentals
Timeline
Group IT Service Delivery Analyst
Charles Taylor Insuretech
01.2022 - Current
Deskside Analyst
TCS-Enmax
09.2021 - 12.2021
Machine Operator
Cargill Case Ready
12.2019 - 09.2021
Desktop Support Analyst
Aegis Limited
05.2015 - 10.2019
Technical Support Specialist
Allianz Partners
12.2013 - 12.2015
Bachelor Of Technology - Computer Science
Punjab Technical University
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- ITIL V4 -Foundation
- Microsoft Certified: Azure Fundamentals
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