Tajinderjit Saini
Brampton,ON
Summary
Service Desk Analyst with a track record of enhancing user satisfaction and ensuring accuracy at the Ministry of Public and Business Service Delivery. Skilled in remote technical support and incident management, excel in problem-solving and teamwork. Demonstrated success in hardware and software repair, significantly improving IT service delivery.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Ministry of Public and Business Service Delivery
08.2023 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Supporting end-user support in challenges like password reset on active directory, troubleshooting, and adding a printer, peripheral devices, and telecommunication devices, navigating a server to create and grant access to shared folders, shared email, installing or re-installing programs and assigning users to distribution lists.
- Troubleshooting user application problems which include browser issue, performance issues on systems & networks, servers, and connectivity issues.
- Tracking and updating service requests.
- Escalating tickets that require immediate attention to the next level of support or the concerned team.
- Providing highest level of customer service while handling critical outages by prioritizing issues and providing regular updates to appropriate parties and customers in a timely manner to minimize downtime.
- Experience troubleshooting iPhone/Android devices
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Provided after-hours support as needed to minimize business impact during downtime events.
- Diagnosed and troubleshot hardware, software and network issues.
Service Desk Analyst
Pathway Communications Group
05.2022 - 04.2023
- Resolve issues of Petro-Canada Gas Stations all across Canada including Networking, Routing, Windows, Backups, Point of sale machines, Printers, Desktop, Pumps, GFD, Scanners, UPS, Cash drawer, Pinpad.
- Supporting Bulloch systems (Petro- Canadasites)
- Configuration of the back offices at the Petro Canada sites
- Monitoring the critical alarms (Gas Tanks Alarms in the whole of Canada)
- Working with Telesat and Compugen vendors on different issues about the Petro Canada sites
- Service now, Microsoft teams, RDP, Citrix, Virtual machine, RTL servers, ARS, Team viewer, PC anywhere
- Process and /or investigate service requests or incidents created via the ticketing tool Service Now) according to established service level agreements (SLA)
- Use prescribed SOPs, scripts and tools to troubleshoot and resolve problems with hardware, software, applications and services
- Escalate incidents and problems to level 1.5 and level 2 teams (and vendors) if/as required.
- Dispatch field technicians and follow-up on field and site related issues
Technical Support Assistant
Ramgarhia Institute of Engineering and Technology
09.2018 - 07.2020
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Contributed to the development of efficient support processes, reducing overall workload for the team.
- Maintained high levels of customer satisfaction through regular follow-ups and proactive communication.
- Utilized strong problem-solving skills to troubleshoot hardware, software, and network connectivity issues effectively.
- Managed escalated cases effectively, collaborating with senior technicians to resolve complex problems quickly.
- Developed comprehensive support documentation, simplifying issue resolution for both customers and colleagues.
- Assisted in creating user-friendly tutorials and online resources, empowering customers to solve minor issues independently.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance in person.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
Mater of Technology - Computer Science
Lovely Professional University
Punjab, IndiaSkills
- Remote technical support
- Incident management
- Network troubleshooting
- Client relationship management
- Service level agreements
- Escalation management
- Information security
- Ticketing systems
- Hardware and software repair
- Teamwork and collaboration
Certification
- CompTIA A+ ce Certification- Feb 2023
- Microsoft Certified, Azure Fundamentals (AZ-900) - Microsoft.
- ISTQB- Certified Tester Foundation Level -May 25, 2023
- CEH – Certified Ethical Hacker by EC-Council- Oct 2020 Credential Id - ECC6582901437
Timeline
Service Desk Analyst
Ministry of Public and Business Service Delivery
08.2023 - Current
Service Desk Analyst
Pathway Communications Group
05.2022 - 04.2023
Technical Support Assistant
Ramgarhia Institute of Engineering and Technology
09.2018 - 07.2020
- CompTIA A+ ce Certification- Feb 2023
- Microsoft Certified, Azure Fundamentals (AZ-900) - Microsoft.
- ISTQB- Certified Tester Foundation Level -May 25, 2023
- CEH – Certified Ethical Hacker by EC-Council- Oct 2020 Credential Id - ECC6582901437
Mater of Technology - Computer Science
Lovely Professional University
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