# **** -** ********* ****

Etobicoke, ON M*V *E*

647-***-****

acci8i@r.postjobfree.com

AMANDEEP KAUR

Objective: To obtain a creative and challenging information technology position that

enables me to utilize valuable networking experience, programming and Support skills.

HIGHLIGHTS OF QUALIFICATIONS

Deskside Support Engineer with more than 5 years of experience supporting multi-

platform mission critical desktops, applications and licensing. Worked interactively with

customers, external and internal users/clients and all levels of management. Armed with

a Bachelors degree in IT and a Perusing MCSE certification, I have proven skills in core

concepts allowing my skills to be recognized as a Tier2 Technician. Excellent leadership

skills in business design technology and system development providing supports in all

facets of network, such as troubleshooting, installations, and maintenance. I believe I

maintain Strong interpersonal, communication, and project management skills while

working in a fast-paced environment, with an assertive, productive, and self-starter

attitude which has helped me excel in large and small organizations.

TECHNICAL SKILLS

Operating Systems

Wintel Hardware, Apple, Desktop and Laptops (Dell/HP/IBM/Apple) Miscellaneous PC

hardware, IBM/Dell/HP Servers, Operating Systems (XP, VISTA, WIN7/8, Mac OS,

Server 2003/ 2008R2)

Organization and Management Tools

Microsoft Exchange Server, Microsoft Office SharePoint Portal Server, Office

97/2000/2003/2010, Photoshop, SAP, Livelink, Active Directory, Citrix, MS lync,

Ethernet, Outlook 2003, 2007, 2010 and Office 2003, 2007, 2010.

Ticketing System

Remedy – Ministry of Govt Services.

Tivoli - IBM

CRM – SUNCOR

PROFESSIONAL EXPERIENCE

System IT Professional Nov 2013- Jan 2014

Jolera Inc, Toronto ON

Receive and respond to service requests for assistance via telephone and email in

accordance with each client's Service Level Agreement (SLA).

Experienced in Exchange 2003 – 2012 including multi-server configuration

Highly experienced with BES 4 and 5 administration and configuration.

Familiar with Cisco, Juniper and Watch guard/Firebox appliances and operating

systems.

Experienced with all Microsoft server and desktop operating systems from

Windows 98 to current. Server experience with Server 2000-2008 in standard and

enterprise, and server core installations; in both single and multi-site

organizations.

Maintain service ticket ownership throughout the life of the support incident.

Escalate high profile issues to the Service Desk Manager for appropriate handling

and routing.

Perform server updates and reboots during customer-designated service windows.

React to onsite outage scenarios as necessary or as assigned by the Service Desk

Manager.

Monitor, record and troubleshoot customer backup status if necessary.

Imaging and Deployment (PC Re-fresh), Contract Position

Oct 2013 – Nov 2013 Humber College, Etobicoke, ON

Worked on Altiris imaging and deploying Software.

Manage Active Directory and OU’s

Migration MAC Computers and software deployment.

Responsible for windows 7 migration

Responsibility of Backup /restore before migration the systems and provide Field

site support within college faculty and employees.

Technical Support Analyst (windows 7 migration), Contract Position

Nov 2011 – Sep 2013

CompuCom IT Solution, Mississauga, ON

Worked on CRM (Ticketing System), SUNCOR’s in-house ticketing system.

Proficient at supporting multiple domains within the environment.

Experience with Windows 7 deployments using Windows PE within in company

more than 50 users a day.

Experience migrating user profiles and data to new computers via Microsoft

USMT. Planning and then managing a Windows 7 upgrade machines.

Microsoft System Center Configuration Manager (SCCM) 2012 deployment on

various environments.

Responsible for Supporting DALM (Suncor’s Central Application repository

database), SAP, GAL (iView), Outlook (PST files, mailbox adding and

permission, Organize emails, Archives, Add On, Create contacts, Spam Alerts,

Desktop Alerts, create rules, Calendar, Schedule meeting), MS Lync (Sharing

screen, Microphones and integrated audio, Corporate Messaging) AD

2003/2008(Password reset, block/unblock accounts, disable/unable accounts,

adding/creating number of GPO), Backups and Restores, SCCM (CM 2012),

Presentation server, MS Citrix, RSA Authentication Manager and many more

applications.

ITIL Foundation V3 Certified.

Proven knowledge on RF Scanners, POS systems and Mainframe (AS 400).

Configuring and Resolving AD related issues for XP/2000/2003/Win7/Win8

systems, users and applications.

Supporting Blackberry Phones and Tablets.

Responsible for regular monitored patching of the Machines.

Worked in the Service Ordered Management (SOM) Team, Providing Quality

Assurance and meeting Ticket handling Standards.

Technical Support Analyst, Contract Position Apr

2010 – July 2011

IBM Canada, Markham, ON’

Worked on Tivoli (Ticketing System), IBM’s in-house ticketing system.

Provided Technical/Hardware/Software support to End User Tier 1 and

Tier 2.

Assisted user for the Remote Connections, VMWare and Virtual Machines

Reset the user Accounts and passwords

Installed software as per user request remotely

Fielding technical support calls for a variety of global commercial clients

Microsoft Outlook, Microsoft Office, Windows NT Workstation, Adobe

Acrobat, Lotus Notes, and Windows XP are among some of the required shrink-

wrap applications that the call centre supports

Perform Problem-Cause Analysis for Remote Infrastructure Support

Delivery

Server Admin Officer (Contract)

Jan 2010 – Apr 2010

Ministry of Government Services, Toronto, Ontario

Worked on Remedy User Ticketing System.

Successfully created the monthly Server reports, Everyday Documentation

with using excel macros,

Created Ticket RFC for every Group on weekly basis, Monthly basis.

System

Windows Patching for each month, Created Minutes meeting during board

meeting, Created Network Map for I&ITS

Proficient in Active Directory (Users and Computer management).

Supported Multiple Servers, 2003/2008 R2 Servers.

Server Decommissioning as Server Admin Officer

Help Desk Technician (Contract) May

2009- Sep 2009

Georgian College Barrie, Ontario

Managed the IT help desk calls from end users providing technical support via

both telephone and e-mail diagnosing and assisting in software queries, repairing

non-functional hardware and providing preventative maintenance on all new and

existing computer equipment.

Responsible for network and equipment upgrades including installing anti-virus

software, image upgrades, configuration changes and backup and recovery.

Reimaging of computers, Patching of Servers and computer upgrades.

Responsible for the print Server and Printer maintenance.

Help with library staff with book keeping, issuing Problems.

Proven experience accurately documentation calls.

Technical Support Analyst (Contract) Sep

2007 – Sep 2008

Khalsa Packaging, Mississauga, Ontario, Canada

Responsible for managing software tools used by the company.

Provide technical support to clients regarding service issues related to VPN

Connections, Operating System issues and Peripheral Devices.

Successfully completed a project before time related to load transfer studies

Using various

Provided Field Support to offsite users and computers.

Was responsible to analyzed and troubleshoot software and hardware issues

Responsible for licensing and Procurement.

Technical Support Sep 2006 – Dec

2006

Georgian College, Co-op, Barrie, Ontario 2006

Assisted students in library commons to trouble shoot problems with

Banners, Blackboard, and Printers

Deployed Window XP on 130 new desktops, and reimaged used desktops

and shipped back to Del

Set-up, configured, tested and installed hardware and software on new and

reallocated workstations.

Help Desk support including Win XP issues, office 2003, office 2007, user

rights and all other software issues.

Provided technical support by using Ticket system software.

Certification

IT Infrastructure Library (ITIL)

Currently pursuing MCSE Certification ( 2 Exams Cleared )

CCNA

INFORMATION TECHNOLOGY AND BUSINESS EDUCATION

Georgian College, Barrie, ON

Computer Programmer Analyst Co-op Program Sep 2003 –

Dec 2006

Knowledge in following academic areas: Web Programming

Languages, .NET Technology, Database Management Systems

Successfully completed three year co-operative work terms and achieved

one year of professional work experience

Georgian College, Barrie, ON

Computer System Networking Technician

Jan 2009 – Apr 2010

Knowledge in following academic areas: Support technician in computers

and networking environment, familiar with computer hardware and operating

systems, protocols, servers, network security.

Thomas River University, Kamloops, Vancouver - Part Time (long distance learning).

Bachelor of Technology (Technology Management) Sep

2011 - Present

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate