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Desktop Support Manager

Toronto, Ontario, Canada
February 14, 2019

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Aisha Kohli

** ******* *** ********, ** L*X *C* C: 647-***-****


Strongly skilled and dedicated ITIL Expert with a superior work ethic and client satisfaction record. Widely and deeply knowledgeable in all aspects of ITIL management and coordination. Adept multitasker able to bring a high number of simultaneous projects to completion with accuracy and professionalism.

Work Experience

Senior Business Analyst - Scotiabank Jan 2017 - Present

Job Description

Global Transaction Banking (GBT) electronic cash management

Provided operational support within the GTB Environment

Defined operational standards (from operations design, admin tools, data flows, reporting, alerting mechanism, etc)

Participates in the design, implementation and distribution of operating procedures. Develops functional specifications and system design specifications for project engagements

Used technical and product expertise in support of the sales process to help synthesize overall systems solutions, to overcome technical impediments / objections, either in person, via telephone call, or in written form via contribution to the Request for Proposal process.

Complete root cause analysis of defects.

Conducted user regression and other tests on products and components.

Wrote and executed SQL queries for reporting and research purposes.

Trainings Attended:

Intermediate EXCEL course

Created pivot tables and reports using worksheet data and modified pivot tables and refreshed and formatted pivot tables.

Imported data from text files, saved queries; used automatic outlining, created advanced filters and formulas, and used database functions.

Experienced with data sorting functions like vLookups, Index etc.

Senior IT Asset Analyst - Rogers June 2016 – Nov 2016

Job Description

IT Asset management Brampton, ON

Responsible for the daily and long-term strategic management of software and technology-related hardware within the organization. This includes planning, monitoring, and recording software license and/or hardware assets to ensure compliance with vendor contracts. The individual will assists in forming procurement strategies to optimize technology spend across the organization.

Worked with Infra 3.0 transition, transformation and migration teams to keep data sources current.

Identify and close gaps in current ITAM (Information Technology Asset Management) processes as we transition and transform our infrastructure.

Developed and implemented procedures for tracking company assets to oversee quality control throughout their lifecycles.

Responsible for ensuring that the ITAM/CMDB (Configuration Management Database) databases are maintained via day-to-day operations as well as work on continuous improvements and transition. The role will also ensure business requirements are clearly identified, prioritized and satisfied by appropriate technical and or business process solutions.

Prior experience in Data Center Asset Management.

Proficient in ITIL service management processes, with practical knowledge and experience with ITIL based Asset/CMDB Management processes and tools.

Conducted project kick-off meetings, defined project objectives and scope, tracked risks, assumptions, and managed detailed project schedules using Microsoft Project.

Developed and maintained productive working relationships with project owners, business functions, IT developers, vendors, and other project stakeholders.

Planned and facilitated project review meetings to expedite requirements and resolution of project issues.

Guided the team on resource requirements, methodologies, tasks, dependencies, deliverables, risks, and other issues through the life of the project.

Established customer expectations of project scope, deliverables, procedures for project communications and dissemination of information for team members.

Familiar with Converged Infrastructure, IBM Storage, Oracle EXADATA and various physical and virtual workload architecture being used at Rogers.

Experience with infrastructure Software licensing including capacity based licensing for Oracle, Microsoft and IBM.

ITAM Hardware Specialist/Project Coordinator - BMO Nov 2015 – June 2016

Job Description

Digital Workspace Services Scarborough, ON

Account for the IT assets throughout the enterprise and utilize Information Technology Service Management (ITSM) tools BMC Remedy 8.1 and MS ACCESS to manage all assets within the organization and distributed locations throughout the world.

Consolidate multiple databases and spreadsheets in order to import a complete inventory into the client inventory by exception tool HPAM.

Develops and maintains liaison with COE and business partners in support of ITAM functions, including training, and guidance on ITAM policies and processes

Analyzes, audits, reviews ITAM data for accuracy so that fact-based recommendations can be acted upon to preserve the integrity of BMO’s IT asset property.

Accurately perform end-to-end user application and book access provisioning for High Risk applications.

Drive overall governance of Identity Access Management with implementation scope of covering all technology, operations and lines of businesses

Primary point of contact responsible for enterprise-level account provisioning including, creating, maintaining and deactivating the user accounts for multiple platforms.

Implements best practices for processes and workflows in support of ITAM policies.

Track entire life-cycle management for each asset in order to maintain warranty and licensing information, refresh date and end of life date information

Develop written plans, policies and procedures and document processes to support implementation of asset & procurement management.

Provides support for the change management process as required.

Trainings Attended:

HP Service Manager Advanced

BMC Remedy 8.1

HP Asset Manager

IT Software Asset Management Analyst - ATCO – I-Tek/Wipro Jan 2014 – Sept 2015

Job Description

ITSM Service Operations Department Edmonton, AB

IT Service Management (ITSM) based on ITIL best practices and Software Development Life Cycle (SDLC). (Pending ITIL Certification).

Proficient in ServiceNow, Flexera, CMDB and BMC Remedy IT Service Management (ITSM 7.6.04 to 8.x) Out Of Box Application and Customization.

Obtained quotes from vendors, created POs and REQs (SAP) and acquired management authorization.

Assist in the performance of gap analyses and needs-based assessments of network infrastructure and other IT-related areas to develop and implement application projects and determine the feasibility and functionality of proposed solutions.

Manage and oversee hardware and software transitions and related installations of IT equipment while coordinating support and customer service functions, working effectively in the configuration of applications, hardware, software, and servers.

Ability to troubleshoot and help resolve reported incidents or achieve systems enhancement through clear communication.

Establish, maintain, audit, and report on process and procedures for purchasing and

tracking hardware and software IT assets, furniture, as well as general goods and services.

Run exception reports and research discrepancies between Software Asset Tracking system and System Center Configuration Manager (SCCM) search tool; audit software usage (installations vs. licenses).

Strong practical knowledge and application of Microsoft Excel and Access Database.

Systems Analyst - Headcount Corporation Feb 2013 – Nov 2013

Job Description

Desktop Support Analyst and Help Desk, Edmonton, AB

Provide analytical assistance to set up, configure, troubleshoot and repair the computer system for the organization

Manage the hardware and software component needs of the organization by ensuring procurement of the related supplies

Upgrade the systems regularly or make changes to its configuration to improve the efficiency of the installed systems

Cater to user requests and requirements by installing new systems or enhancing the existing ones

Establish quality standards for the desktop support components to be used in the organization

Take ownership of user problems and be pro-active when dealing with user issues.

Respond to enquiries from clients and help them resolve any hardware or software problems.

Technical Support Analyst (Coop) - CIBC Sept 2012– Dec 2012

Job Description

Desktop Specialist for Trade Floor, Toronto, ON

Direct Help Desk Requests; Completes requests for Password Resets, hosting and un-hosting of File maker files, printer, hardware diagnostics and special desktop releases.

Set up, configure, maintain, troubleshoot, and upgrade hardware (computers, peripherals, telephones, credit/debit machines, mobile devices, etc.), software (MS Office, point of sale, telephone system, etc.) and networks (mobile device to servers)

Meeting Setup, Videoconference, Buyback, Auction, Virtual Machine Configuration, Network Connection (RGS, RDP) for new users, clients.

Troubleshooting in blade server virtualized environment & setup.

Good understanding of Mobile Device management (MDM) and Mobile Application Management platforms.


I received evaluation from my team lead and team members who highlighted my interpersonal, leadership, problem solving and creativity skills.

Technical System Analyst (Coop) - RBC Jan 2012 – April 2012

Job Description

As a Webmaster for WCCoE Team, Toronto, ON

Worked on EWCMS software to design Web pages and used DB2, JavaScript, jQuery, HTML5, CSS3, JSP, Servlets, XML, Java to make server side connection with Database.

Built web interface and templates for intranet applications being developed.

Identified team members, assigned task among team members, conducted and processed follow up with clients for the changing requirements, with proper documentation.


Got excellent feedback from my managers and senior staff; recognized for positive attitude, initiative, and for producing high quality work

Education and certifications

Software Development and Network Engineering Co-op Program Sept/2010-Aug/2012

Sheridan Institute of Technology & Advanced Learning, Brampton

Certified Diploma in Computer Science Aug/2006-May/2009

Thapar Polytechnic College, Patiala, INDIA


Traveling, Parasailing and Skydiving Adventure (I did Tandem with the help of Parachute School this summer).

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