GIFTY SINGLA

*** ********* ****** ****

Toronto, M4X1G6

adtckq@r.postjobfree.com

647-***-****

CAREER OBJECTIVE

Driven, skilled and highly motivated IT Technical Support Analyst and Customer Service professional with progressively combined and proven experience in areas of Business Analysis, Strategic Planning, Computer Systems Analysis and Networking, Software and Hardware Troubleshooting, Client Management, Technical Operations, Training, Coordination and related scenarios. I am actively seeking a full-time position with your company in the realm of my expertise and broad experience. I aspire to help your organization attain its goals by using my robust organizational skills, genuine passion for professional excellence, highly refined time management abilities and dynamic results-driven work ethic in fast paced multidisciplinary independent or team client-centric environments CAREER HIGHLIGHTS

● ● Highly developed and proven creative, operational and results-driven abilities in professional IT technical support and analysis, troubleshooting, computer systems operations environments

● ● Diligent and professionally cemented attention to detail in building client relationship skills, intricate ability to think outside the box

● ● Proficient with Cisco routers and switches and network infrastructures

● ● Vast knowledge of data recovery and backup software, consumer and business level HDD, SSHD, NAS and RAID hard drive troubleshooting

● ● Strong eye for identifying and resolving problems with viable solutions, inspiring leadership and building trust amongst fellow team members

● ● Meticulous and results-driven work ethic, whilst implementing strong developmental strategies at the workplace for cementing productivity and results

● ● Strong functional knowledge and proficiency in MS Word, Excel, Office 365, Azure AD, Exchange Online, Access, PowerPoint, Windows Server 2008 R2, 2012,2012 R2, 2016 and Windows 7/10, Data Entry

WORK EXPERIENCE

Humber River Hospital

PC Support Analyst (Onsite)

September 2019 – September 2022

● ● Provided Technical support to end users by repairing equipment, creating tickets in Track IT/service Now and Installing Software.

● ● Installation, configuration, relocation, Monitoring, Analyzing, Troubleshooting, Testing and technical Documentations of computer Hardware, software, Network Devices, Technical issues (Level 1 and Level 2) .

● ● Expert in upgrade and Migration of Microsoft Windows 7 to Windows 10. Installation of OS 10.

● ● Expert to make important decisions, recommendation and responsible for maintaining proper operation of client’s computer networks, virus/malware logs, keep records of tickets raised by users.

● ● Experience in maintaining and keeping records of inventory, network outage/downtime report, network planned downtime, activity report and excel reports.

● ● Expert in installation and configuration of computer network resources, hardware, workstations, Laptops, Kiosks, routers, Biomed devices, Printers, Scanners, Omnicell, Symantec and SCCM Servers.

● ● Repair and replacement of new or existing network devices and components on equipment, installation and configuration of PC/LAN setup.

● ● AD account creations, Office 365 mailbox creation with appropriate license assignments, disabling accounts, Backup of PST, Backup of O365mailbox, Update sentinel one and Symantec, SCCM, Creation of Meditech accounts, Tracking of PO orders, contacting vendors for Downtime process.

St. Michael’s Hospital

Service Desk Analyst (Onsite)

November 2018 - September 2019

● ● Successfully utilized ticketing software Service Now to track and process troubleshooting requests

● ● Proactively supported over 50 clinical applications for account creation, administration and level 1 troubleshooting on a routine basis

● ● Supported another two hospitals remotely: St. Joseph's Health Care and Providence Health Care, while facilitating help desk functions for over 15,000 staff handling on average 60-80 calls a day alongside emails

● ● Utilizes Active Directory or password reset, account unlocks, account creation/modification, and shared folder creation/modification, while configuring RSA Secure id Software and Hardware tokens for use with the Hospitals remote software

● ● Routinely provided troubleshooting for Citrix and RSA configurations, while facilitating unlocking and troubleshoots for PCs/Laptops with Bit Locker security encryption

● ● Spearheaded timely and effective troubleshooting and support/usage training for Microsoft Office Suite and Outlook 2010/2016 and Outlook Web Mail

● ● Established extensive use of Remote software to quickly and effectively troubleshoot end user problems in a dynamic and timely fashion while decreasing downtime

● ● Routinely performed PC Lifecycle Management activities: receiving hardware, inventorying, migrating end users from their existing PCs to newly leased PCs, wiping data, and returning hardware’

● ● Recommended policies/procedures to improve ticket resolution times, while participating on IT Services project teams as requested S&P DATA, TORONTO, ON

Technical Support Specialist

May 2018 – November 2018

● ● Attained high productivity while working within tight timelines whilst being highly flexible, organized and prioritizing workload effectively and efficiently in a timely manner

● ● Coordinated and managed multiple projects that support Operational Excellence

● ● Provided L1 and L2 support via phone and email on a routine basis with utmost quality

● ● Handled high volume of calls and emails through a ticketing system while maintaining QA standards to solve customers’ technical issues

● ● Utilized strong interpersonal and communication skills to serve customers; received employee of the month award during first month and maintained highest customer satisfaction score

● ● Trained colleagues and new hires on new procedures and products

● ● Provided troubleshooting consumer and business level hard drives, NAS drives, RAID systems, networks, and working with data backup and recovery software.

● ● Achieved highest KPI and quality assurance scores every month

● ● Provided quick Support for Bit-locker service encryption, Outlook 2016, Microsoft office 365, ERP, CRM, VPN, Citrix, and MDM (mobile device management), RSA Token.

CENTENNIAL, TORONTO, ON

Lab Technician

April 2018 – May 2018

● ● Attained the organizational goals and expectations by continual learning, application of procedures and tasks, as well as meeting or exceeding company needs with genuine passion

● ● Established a strong premise for maintaining satisfactory throughput whilst ensuring that the unique needs of the department are met in a timely, diligent and empathetic fashion

● ● Handled installation and deployment of brand new computer systems with Windows 10 and required software for employees across 5 locations

● ● Provided training and support for 80+ employees on Microsoft Office suite and Windows 10

● ● Increased quality and efficiency dramatically through the continual application of robust and strong work ethic

● ● Maintained quality service by following company policy and procedures

● ● Contributed to team effort by accomplishing productivity goals and team objectives

● ● Assisted in effective development of policies and operating procedures to facilitate functional elements and ascertained goals

● ● Configuration of Cisco Switches, Routers and troubleshoot different LAN/WAN protocols.

EDUCATION AND TRAINING

Centennial College, Computer Systems Technician - Networking January 2016 – June 2018

Cisco certified - CCNA

June 2018 – June 2021

KEY PERSONAL STRENGTHS

● ● Highly developed and strong interpersonal skills, effective individualistic communication and coordination abilities within a dynamic and fast paced team environment

● ● Proven abilities in building and maintaining relationships with people in a proactive manner

● ● Robust and highly efficient problem solving, analytical and troubleshooting skills

● ● Meticulously organized and detail oriented, able to produce quality work under high pressure and time-sensitive scenarios or conditions

● ● Able to meet deadlines consistently through a proven track record of superb time management skills, cost effective approaches to operational functions and overall robust style of work

● ● Ability to clearly explain technical issues in a simple and easy to understand manner to non-technical users

● ● Proven knowledge of fundamental and advanced theories / practices involved in IT Technical Support Analysis, Troubleshooting Operations, Customer Service and Training capacities

REFERENCES AVAILABLE UPON REQUEST

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