Paramjit Singh
Calgary,AB
Summary
Versatile IT professional with hands-on experience across desktop support, cloud-based applications, and service desk environments. Skilled in troubleshooting, user support, and managing enterprise systems including Cisco Webex, Control Hub, Microsoft Teams, and OS platforms (Windows, Mac, Linux). Proven ability to deliver prompt, effective technical solutions while ensuring high customer satisfaction in global support settings.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Support Professional II
Capgemini Engineering (Cisco Tac)
Gurugram, India
02.2019 - 06.2023
- Resolved P1, P2, and P3 Webex issues via email, Cisco Jabber, Webex chat, and calls, using ServiceNow, Jira, and Salesforce for ticket management.
- Supported the maintenance and troubleshooting of Telepresence devices (IP Phones, Cisco Meeting Boards, TelePresence MX Series, SX20) by capturing logs and diagnosing issues.
- Monitored cloud environments and VIP user setups to ensure uptime and performance, maintaining clear documentation of incidents and resolutions.
- Provided multi-platform support across Windows, macOS, mobile apps, and VDI setups.
- Managed user accounts and policies in Webex Control Hub, and supported onboarding, provisioning, and configuration of new Webex services.
- Collaborated with engineering teams to identify and escalate bugs, analyzing error logs, and resolving complex incidents.
- Assisted in high-profile webinars, ensuring smooth functionality for large-scale events.
- Offered guidance on Webex best practices and usage optimization.
- Handled VoIP audio/video quality issues, connectivity disruptions, and hybrid deployment support.
Senior Technical Support Associate
Dell International Services
Gurugram, India
02.2012 - 01.2019
- Worked as Level 2 support, handling premium early-life support cases for customers within the first 90 days of purchase.
- Assisted global Dell clients with advanced troubleshooting and system recovery.
- Provided technical support for Windows installation, upgrades, and performance optimization.
- Resolved hardware/software issues, including drivers, viruses, pop-ups, and application errors.
- Helped clients set up Microsoft 365 accounts, troubleshoot issues, and import/export user data and licenses.
- Assisted with system setup and configuration based on customer needs.
- Assisted clients in setting up mail clients, including Outlook, and provided support for importing and exporting data files.
- Supported external devices, such as printers, USB drives, and smartphones.
- Handled OS-related issues across desktops and laptops to ensure smooth operations.
- Documented cases, escalated complex issues, and collaborated with internal teams.
- Consistently met performance targets, and delivered high-quality customer service.
- Worked closely with supervisors to enhance technical skills and service delivery.
- Collaborated with management on a Time and Motion Study to evaluate issue resolution timelines, and streamline processes for improved efficiency.
- Contributed to team productivity by training new hires, sharing best practices, and guiding peers on effective questioning techniques to quickly identify and resolve issues.
Education
Bachelor's Degree -
Delhi university
01.2011
MCSE and CCNA Diploma -
Jetking
04-2009
Skills
- Technical troubleshooting
- Cloud monitoring
- User account management
- Remote desktop support
- Hardware support
- Webex support
- Process improvement
- Ticket management
- Multi-platform support
- Windows administration
- Office 365 administration
- VoIP support
- Telepresence troubleshooting
- Incident management
Certification
Microsoft Certified Professional
Community Service
Participated in corporate social responsibility initiatives, including training underprivileged students and painting local schools.
Accomplishments
- Awarded for streamlining processes and creating knowledge base articles to improve team efficiency.
- Awarded by Dell Site Director for outstanding performance and a key suggestion that led to the implementation of Dell SupportAssist for seamless remote sessions.
Languages
English
Professional
Hindi
Professional
Punjabi
Professional
Timeline
Technical Support Professional II
Capgemini Engineering (Cisco Tac)
02.2019 - 06.2023
Senior Technical Support Associate
Dell International Services
02.2012 - 01.2019
Bachelor's Degree -
Delhi university
MCSE and CCNA Diploma -
Jetking
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