Srishti Grover
Calgary,AB
Summary
- Performance-driven professional offering experience of more than 7 years of rich & extensive professional experience. An accomplished IT professional with chronicled success acknowledged for adding value to an organization through inspiring leadership, rich experience & innovative excellence, targeting challenging assignments.
- Created and staffed an end-user support desk for a contract information services firm.
- Call tracking system for incident management was created and installed.
- Procedures for call analysis and issue resolution were developed.
- Staff was trained on customer service approaches.
- 1500 Consumers from a diverse client base were helped with computer and network difficulties on Mac and Windows platforms.
- In a professional setting, managing teams of up to six employees to provide exceptional customer service and information security.
- Ensure that all personnel handled have a professional look and attitude.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Systems Analyst
CIBC
05.2023 - Current
- Drove online customer assistance system and presented user demos for new interface systems.
- Organized system operating procedures to strengthen controls.
- Enhanced system efficiency by optimizing software applications and introducing new technologies.
- Investigated system issues and implemented resolutions to reduce downtime.
- Resolved or escalated problem tickets to resolve user issues.
- Planned computer systems using information engineering, data modeling, and structured analysis.
- Implemented robust security measures to protect sensitive data and minimize the risk of cyber threats.
- Diagnosed and executed resolution for network and server issues.
- Provisioned new software and hardware for use, following established security policies.
Systems Analyst
Secure Energy
03.2023 - 02.2024
- Provided client support on system operation and troubleshooting.
- Developed diagrams to describe and lay out logical operational steps.
- Resolved or escalated problem tickets to resolve user issues.
- Enhanced interfaces to promote better functionality for users.
- Conducted regular system audits to ensure compliance with security protocols and best practices.
- Diagnosed, troubleshot and resolved network and system problems.
Field Support Agent (Seasonal)
H R Block
01.2023 - 05.2023
IT Support Engineer Lead (Contractor)
Alberta Security Commissions
12.2022 - 03.2023
- In charge of audiovisual services, helpdesk services, network and security services, and software services.
Desktop Support Engineer Lead
Tata Consultancy Services (Client TransAlta)
01.2022 - 12.2022
- Managing daily technical support activities on desktop support, data network, and server management
Delivery Customer Support
Reef Technology
06.2021 - 09.2022
Desktop Support Lead
Calgary Board of Education
05.2021 - 12.2021
- Regularly provided information/status reports, guidance, and recommendations to the school Principal, employees, or other suitable contacts regarding acceptable use of technology to enhance business procedures and practices, and on workstations for both Mac and PC platforms.
IT Finance Support Specialist (Contractor)
Northern Savings Credit Union
02.2021 - 06.2021
- Provided network maintenance support and responded to outages during off-hour software deployments within established Service Level Agreements (SLAs)
Network Operations Center Analyst
Longview systems
11.2019 - 04.2021
- Engaged in gathering and assessing various systems' performance reports to prevent future issues or outages.
MSP Helpdesk Mentor (Part-time)
Global Mentoring Solutions
05.2018 - 04.2021
- Supervise help desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls on network problems, computers, core software products, and related hardware peripherals.
Service desk-Technical Support Lead
Long View Systems
05.2015 - 04.2021
- Leading and mentoring the Technical Support Team, conducting employee reviews on a regular basis, conveying, and adhering to new processes, rules, and goals.
Team Lead
McDonald's, Calgary, Alberta
10.2015 - 09.2018
Data Analyst Intern
IASTED
06.2016 - 08.2016
Education
MBA -
Suresh Gyan Vihar University
03.2026
Bachelor of Science -
Suresh Gyan Vihar University
03.2023
Some College (No Degree) -
SAIT
Vocational Diploma - Computer Software Technology -
03.2015
Skills
- Expert in: IT Helpdesk & Technical Support, Customer Service Management, interpersonal and communication, Hardware/Software Troubleshooting, Disaster Recovery, Incident Management, Active Directory, SCCM, In-Tunes, Analytical, Planning, Leadership, Team oriented
- Intermediate in: Server Maintenance & Management, System Administration, Network Administration
- Windows Server Administration
- Technical Documentation
- Concept of Operations (CONOP) Design
- System Analysis
Certification
- Logic Monitor Certified Associate
- Microsoft Certified: Security, Compliance, and Identity
- Microsoft 365 Certified
- Cisco Certified Network Associate Routing and Switching
- ITILv4
- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: Azure Fundamentals
Timeline
Senior Systems Analyst
CIBC
05.2023 - Current
Systems Analyst
Secure Energy
03.2023 - 02.2024
Field Support Agent (Seasonal)
H R Block
01.2023 - 05.2023
IT Support Engineer Lead (Contractor)
Alberta Security Commissions
12.2022 - 03.2023
Desktop Support Engineer Lead
Tata Consultancy Services (Client TransAlta)
01.2022 - 12.2022
Delivery Customer Support
Reef Technology
06.2021 - 09.2022
Desktop Support Lead
Calgary Board of Education
05.2021 - 12.2021
IT Finance Support Specialist (Contractor)
Northern Savings Credit Union
02.2021 - 06.2021
Network Operations Center Analyst
Longview systems
11.2019 - 04.2021
MSP Helpdesk Mentor (Part-time)
Global Mentoring Solutions
05.2018 - 04.2021
Data Analyst Intern
IASTED
06.2016 - 08.2016
Team Lead
McDonald's, Calgary, Alberta
10.2015 - 09.2018
Service desk-Technical Support Lead
Long View Systems
05.2015 - 04.2021
MBA -
Suresh Gyan Vihar University
Bachelor of Science -
Suresh Gyan Vihar University
Some College (No Degree) -
SAIT
Vocational Diploma - Computer Software Technology -
- Logic Monitor Certified Associate
- Microsoft Certified: Security, Compliance, and Identity
- Microsoft 365 Certified
- Cisco Certified Network Associate Routing and Switching
- ITILv4
- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: Azure Fundamentals
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