PREETVIR KAUR GREWAL

Ph. 647-***-**** E-mail: adh2sb@r.postjobfree.com

** ********* **, ******** ** L6X 5H2

HIGHLIGHTS:

Demonstrated expertise as a technical lead and handled escalations from technicians across Business Technology

5+ years of experience in Active Directory, CUCM, CUCA, Solarwinds, Powershell, ServiceNow

Strong analytical skills and proven expertise in troubleshooting networking, hardware and software glitches

5+ years of experience in supporting 5000+ enterprise users complying with ITIL guidelines.

Experience in managing high-performance dynamic teams

Strong Windows System Administration and Service Desk Management

Highly Self Motivated, Optimistic and detail-oriented individual with excellent Customer Service

Dedicated, hardworking individual, always willing to take on new challenges

Strong interpersonal, communicative, technical and organizational skills

Work well independently and can collaborate with team members to generate positive results

Strong inclination towards vendor management, customer satisfaction and adhering SLAs in resolving service disruptions

Ability to multi-task and work well under pressure in fast-paced environments.

ITIL V4 (Jan 2020), Pursuing ITIL Service Operations (expected to be completed by October 2020) EMPLOYMENT HISTORY:

Metrolinx – October 2017 - Present

Technical Lead, Service Desk, Business Technology February 2019 - Present

Supervise the Service Desk team to ensure the processes are followed as per the ITIL guidelines

Lead the growing team of Network Analysts including but not limited to mentoring, day-to-day tasks, facilitating professional development, and future hiring

Ensure the SLA for tickets are not breached

Act as a single point of contact for the Service Desk team and handle technical escalations.

Developing and communicating and managing timelines for the wide variety of ongoing initiatives, with regards to adding new functionality and retiring obsolete services

Monitor all ticket assignment groups to ensure the work is equally distributed among the team and follow up with staff to prevent ageing tickets.

Set, maintain and meet service level objectives around the Service Desk.

Ensure compliance with all customer agreements, regulatory requirements and security policies

Design and support new initiatives that align with the company growth and strategic direction

Incident and Problem Management for ITSM team.

Point of Contact for all P1/P2 incidents and escalations.

Performing root cause analysis after every P1/P2 incident and provide suggestions and remediation to avoid issue re-occurrence.

Recommendation and Implementation of Knowledge management for Service Desk, Incident management and Problem Management.

Network Support Analyst, Service Desk, Business Technology October 2017 to January 2019

Remote troubleshooting and resolving PC hardware, software, and network, e-mail, Cellphones, security and application issues.

Administered users & devices in Cisco Call Manager and Cisco unified voicemail server

Setup new hires AD account, home drives, e-mail address, & Cisco VoIP telephone numbers

Answering incoming calls from customers, processing e-mails and logging tickets.

Ability to train and assist others, coupled with an ability to mentor by more experienced team members to gain efficiencies.

Support and escalate GO Transit, UP Express, & PRESTO devices

Analyzing user support statistics/data and recommending appropriate measures.

Following procedures/checklists and updating support documentation Popular Tire Sales & Service Inc. - Mississauga, ON Technical Support Analyst January 2015 to Sep 2017

Installing and configuring computer hardware operating systems and applications.

Monitoring and maintaining computer systems and networks.

Support staff through a series of actions, either face-to-face or over the telephone and via LogMeIn.

Troubleshoot system and network problems, diagnosing and solving hardware or software issues.

Perfromed in daily backup activities.

SME for documenting and updating troubleshooting procedures and daily & monthly reports.

Troubleshooting printers, scanners & other hardware devices.

Setting up new users accounts and profiles.

Working continuously on a task until completion (or referral to third parties, if appropriate)

Prioritizing and managing many open cases at one time

Testing and evaluating a new technology

Bell Canada - Calgary, AB

Sales Representative May 2014 to December 2014

Recommending merchandise and deals based on individual requirements.

Provided advice to clients regarding particular products or services.

Explained the use and advantage of merchandise to customers.

Answered customers’ queries and concerns.

Presentation of the live working of merchandise.

Quoted prices and discounts as well as credit terms, trade-in allowances and warranties.

Prepared sales contracts and accepted payment through cash, cheque and credit card.

Maintained sales records for inventory control.

Advantage - Toronto, ON

IT Specialist September 2012 to April 2014

Ensure accuracy of reports generated within the AG2.0 Reporting Module.

Undertake hands-on programming as required

Provide training and support on internal processes & software applications

Conduct quality assurance on deliverables from data processing, and generate reports (Excel, Power-point & PDF formats)

Provide back-up support to Data Processing

EDUCATION

Sheridan Institute of Technology and Advanced Learning - Oakville, ON Diploma in Computer Programming January 2011 - December 2012 Thapar University, India

Advanced Diploma in Information Technology August 2007 – June 2010 Technical Experties:

Certifications: ITIL v4 Foundations, Knowledge of IT Service Operations (Pending Certification)

Operating System: Windows XP, 7, 8, 10, Microsoft Software & applications, MAC OS

Ticketing tools: ServiceNow, JIRA, BMC Remedy

Monitoring Tools: SolarWinds, HP Ops Bridge

Applications: Active Directory(On perm & Cloud), SCCM, Office 365, Outlook, Azure Volunteer Activities

Voluntary work with Youth Computer Training Skills courses at Sikh Temple on weekends.

Non-Profit Consultancy and Web Development Work for a fundraising website with United Nations Development Fund for Women – Canada.

REFERENCES

Available Upon Request. dent and Problem Management ● Access Management ● Service Desk Operations ● Escalation Management ● IT Service Management (ITSM) ● People Management ● Technical Support Function ● Service Level Management ● NOC Operations & Performance Management ● ITIL Methodologies ● IT Operations Management.

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