Upmandeep Singh

** ********* ********, ********, **, L6Y 3X9

Cell: 647-***-**** Email: acpkks@r.postjobfree.com

Professional Profile

• Over 1 year experience in Technical Support with Sheridan College supporting almost 8,000 full time

students and faculty members

• Assigned the proper priority and urgency to the each ticket, performing escalations wherever

necessary and following up with the users

• Responsible for resolved incidents and service requests, those related to laptops, desktops,

peripherals, accessories, cell phones and multi-function devices

Work Experience

Technical Support Analyst (Learning Commons) Jan – April 2015

Sheridan College, Brampton, ON

• Provided friendly and comprehensive front line technical support to students that utilize the Davis

Learning Commons

• Upgraded and added users to their respective privileges

• Resolved issues on phone and email

• Logged CRM cases, summarize case history and resolve cases with appropriate solutions

• Installation of new hardware and software

• Assisted student with connecting laptop to the Sheridan’s print server

• Installed Microsoft Office 2013 and 2010 on new laptops of students

• Configured Office 365 on machines of students

• Worked with UNIX Server (atlas) to access and reset students profile for active directory

• Analyzed software errors and resolve installation issues

• Ran POS report every night

• Resolved incident in timely manner for compliance of SLA

IT Field Technician & Preventive Maintenance (Co-op & Part-time) Feb - Dec 2014

Sheridan College, Brampton, ON

• Troubleshoot hardware and software problems for PCs, AV equipment, printers, data projectors

• Installed and configured hardware and software in networked labs and classrooms

• Handled phone calls and documented tickets in PeopleSoft ATS call tracking system

• Resolved technical problems in classroom and office for faculty and students

• Provided effective support to students in Learning Commons, labs and classrooms to resolve

hardware, software and network issues

• Configuration of application for course specific application (Kroll for pharmacy student)

• Handled the physical needs of lifting and carrying pc/ network equipment

• Fixed problems related to printers throughout the campus

• Swapped out lamps in ceiling mounted data projectors

• Setup conference carts and phones for meetings

• Deployed new computers and laptops for faculty in their offices

• Mentored new co-op students on classroom support technologies and troubleshooting

One Card Department (Part-time) September 2014

Sheridan College, Brampton, ON

• Assisted with set-up and maintenance of ID computers, printers and all relative peripheral equipment

used to make one card

• Helped to the configure software on the computers

• Troubleshoots the problems that interface between computers and cameras

• Created numerous one cards during peak hours

• Accepted payments for new and replaced one cards using POS machine

• Settled report for POS machine at end of the day

Upmandeep Singh

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Education

Information Technologies Support Services Co-op Diploma Jan 2013 –

Apr 2015

Sheridan College, Brampton, ON

• Achieved 4.0/4.0 GPA in final semester

Bachelors of Engineering in Information Technology Aug 2008-2012

Global Institute of Management and Emerging Technologies, Amritsar, Punjab (INDIA)

(Evaluated by ICAS as equivalent to 4 years Bachelor’s Degree from Canada)

Certifications

CompTIA A+ CE December 23,

2014

CompTIA Network+ CE December 24,

2014

ITIL Foundations January 28,

2015

Technical Skills

Technical Support and Networking Skills

• Configure and manage Windows and Linux/Unix OS and Windows applications

• Manage a hard drive by using programs such as Scan Disk and Disk Defragmenter

• Understanding of Local Area Networks, TCP/IP and the OSI model

• Knowledge of networking, protocols, firewalls and switches

• Can securely set up, configure and troubleshoot routers and switches

• Knowledge of Windows 7 and Windows 8 Operating System

Software Applications

• Word: use and support advanced Word features included creating templates, forms, macros,

merging documents, tables, etc.

• Excel: acquired knowledge of advanced features including maintaining and enhancing a worksheet,

moving data between workbooks, insert formulas, creating chart, etc.

• PowerPoint: create and modify PowerPoint Slides by using special effects

• Access: ability to use and create databases, report, queries, etc.

• PeopleSoft: help desk software to manage customer calls

Customer Service Skills

• Demonstrate effective call control in routine and challenging situations

• Developed an effective telephone voice and professional manner

• Ability to build and maintain a good relationship with customers

Help Desk Skills and Software

• Used PeopleSoft call tracking software to manage and handle help desk calls

• Ability to solve problems and research information from web and search engines

References Available Upon Request

Contact this candidate