SHASHI SHEKHAR SINGH
Ottawa,Canada
Summary
System services representative with over 4 years of experience in enterprise IT infrastructure support across data center and field environments. Expertise in Lenovo server hardware, Cisco networking, and multi-vendor systems. Proven ability to reduce downtime, enhance first-time fix rates, and uphold high SLA performance. Recognized for effective troubleshooting, professionalism in client interactions, and consistent delivery of excellent customer service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Systems Services Representative (SSR)
IBM
Ottawa, Canada
04.2024 - Current
- Provided on-site support for enterprise and data center clients, ensuring successful installation, break/fix, relocation, and decommissioning of critical IT infrastructure.
- Maintain 98-99% SLA compliance across high-volume field operations.
- Managed 5-10 service calls daily, effectively balancing urgency, travel, and client expectations.
- Execute hardware diagnostics and root cause analysis, reducing repeat incidents by ~30%.
- Improved first-time fix rate by ~35% through structured troubleshooting and documentation.
- Conduct preventive maintenance cycles, reducing unexpected hardware failures by ~25%.
- Perform rack & stack, cabling, and configuration of Lenovo servers and Cisco networking equipment.
- Partnered with OEM vendors and IBM teams on large-scale deployments and upgrades, enhancing project efficiency and collaboration.
Technical Support Representative
IASL
08.2023 - 04.2024
- Resolved 30-50 tickets weekly, maintaining high customer satisfaction ratings through efficient troubleshooting and support.
- Provided Tier 1/2 support for network, routing, and infrastructure issues, enhancing customer experience through effective use of Freshdesk.
- Managed VOIP systems (Hosted PBX, SIP gateways) and cloud hosting environments, ensuring reliable communication solutions for users.
- Improved network uptime by ~20% through proactive monitoring and issue prevention.
- Reduced recurring issues by identifying root causes and implementing long-term fixes.
- Designed and deployed network setups including routers, switches, and structured cabling.
Business Support Technician
Rogers Communications
02.2022 - 08.2023
- Resolved 40+ technical cases weekly in Wi-Fi, Ethernet, static IP, and cellular networks (2G-5G), ensuring timely support and service delivery.
- Troubleshot enterprise network issues for clients using Cisco Meraki, Umbrella, and Cradlepoint, enhancing user connectivity and satisfaction.
- Reduced escalation rates by ~20% through effective first-level resolution.
- Achieved strong SLA adherence in high-volume support environment, contributing to overall service reliability.
- Supported VOIP systems, mail servers, and cross-platform environments (Windows, macOS, iOS, Android).
Screening Officer
Public Health Agency of Canada
02.2021 - 10.2021
- Executed compliance screening and reporting to ensure adherence to federal protocols.
- Ensured compliance with health regulations during screening processes.
- Conducted health screenings for individuals at various public health events.
- Coordinated communication with team during crisis situations to maintain operational integrity.
- Collaborated with team members to streamline screening procedures.
Office Manager
N.G. Engineers & Contractors
01.2016 - 11.2019
- Managed daily office operations and maintained organized filing systems.
- Coordinated operations, scheduling, and inventory to support daily business activities.
- Oversaw vendor relationships and ensured timely procurement of office supplies.
- Streamlined workflow processes and facilitated training for new staff.
- Coordinated schedules and meetings for engineering project teams.
Education
Diploma - Computer Systems Technician - Network Systems
Mohawk College of Applied Arts And Technology
Hamilton01-2022
Diploma - Computer Engineering
Punjab State Board of Tech. Edu. & Ind. Training
Chandigarh11-2014
Skills
- Incident management
- Data center support
- Server installation
- Field support
- Cisco Networking (Routing, Switching, Troubleshooting)
- Network Infrastructure (LAN/WAN, VOIP, Firewalls)
- Virtualization Technologies
- Hardware support
- Hardware lifecycle management
Websites
Certification
- Cisco CCT - Data Center (800-150 FLDTEC)
- CompTIA A+ ce
- Microsoft Azure Fundamentals
- Google IT Support Professional Certificate
- Google / CompTIA Dual Credential
Training
- IBM SEED TLS SSR ATM & Banking Professional
- Lenovo ISG Core Training
- IT Security Standard (ITSS)
- IBM WatsonX Challenge 2025
- Cisco CCT Routing & Switching (O'Reilly)
Timeline
Systems Services Representative (SSR)
IBM
04.2024 - Current
Technical Support Representative
IASL
08.2023 - 04.2024
Business Support Technician
Rogers Communications
02.2022 - 08.2023
Screening Officer
Public Health Agency of Canada
02.2021 - 10.2021
Office Manager
N.G. Engineers & Contractors
01.2016 - 11.2019
Diploma - Computer Systems Technician - Network Systems
Mohawk College of Applied Arts And Technology
Diploma - Computer Engineering
Punjab State Board of Tech. Edu. & Ind. Training