It Support Technical

JASWINDER (JAZZ) KAUR

IT Coordinator IT Support User support

Email: ****.*****@*****.*** Phone: 825-***-**** Location: Calgary, AB LinkedIn: linkedin.com/in/jk515

Career Objective

Results-driven IT professional with expertise in Tier 1 & 2 support, system optimization, and Microsoft 365 management. Skilled in PowerShell, Power Automate, JIRA, and network security. Strong communicator with a focus on improving IT infrastructure and operational efficiency. Seeking to contribute to a dynamic IT environment. Key Skills

Technical Skills: Windows Desktop Support, Microsoft 365, Active Directory, Network Security, PowerShell & Power Automate, PlumSail, JIRA, IT Asset Management, AV Support, Agile, evoko systems, Technical writing skills.

Soft Skills: Excellent communication, Team collaboration, Problem-solving, Leadership, Customer service, Time management, Process optimization, Adaptability, Attention to detail, Quick learner, and Positive Attitude

Certifications: Scrum Master, CompTIA A+, IBM Cloud, Python 3, SQL Fundamentals Professional Experience

IT Coordinator

Momentum Economic Development Society, Calgary, AB April 2024 - Present

• Provided Tier 1 & 2 support for Windows desktops, resolving hardware/software issues both on-site and remotely.

• Administered Microsoft 365 products (Exchange Online, SharePoint, Teams) and managed the M365 Admin Centre.

• Managed Active Directory tasks, including account setup, permissions, and onboarding/offboarding.

• Maintained IT asset inventory in Service desk and Active Directory, ensuring accurate tracking.

• Staffed the Help Desk and provided timely technical assistance to end users.

• Created and updated technical documentation for systems and processes.

• Automated system imaging and software installations using PowerShell scripts.

• Developed and automated web forms with Plumsail and Power Automate to improve user experience and data collection.

• Provided first-line support, including VPN access, password resets, and troubleshooting.

• Supported AV systems and technology in classrooms and meeting rooms.

• Utilized JIRA for IT support ticket tracking and prompt issue resolution.

• Collaborated on strategic tech planning to align IT with organizational goals and growth.

• Developed a good understanding of version control and Agile development practices during a Dynamics 365 development project.

• Provided deskside support and performed on-site analysis, diagnosis, and resolution of complex desktop issues for end users.

• Assisted the Merger & Acquisition IT Implementation team in hardware deployment, procurement of new equipment, and assets for acquisitions.

• Procured and configured IT assets to support acquisition deadlines, including computers, peripherals, iPhones, and other devices.

• Administered and resolved issues with associated end-user workstation network software products.

• Coordinated with third-party support and PC equipment vendors when necessary. Outcome Highlights:

• Delivered technical support to 70-80 staff and managed 200 annual laptop loans.

• Contributed to the development of a strategic tech plan for future growth and excellence. Technology Administrator

Momentum Economic Development Society, Calgary, AB April 2021 – April 2024

• Triaged IT support requests, resolving issues related to hardware, software, and remote access.

• Provided AV support to staff, instructors, and meeting rooms.

• Configured and deployed computers, peripherals, and provided tech orientation to staff.

• Managed user accounts—creation, password resets, client software installation.

• Tracked and identified recurring tech issues, recommending upgrades or additional training.

• Maintained accurate asset tracking and managed retired equipment.

• Documented organizational processes, supported PowerApps, Forms, and workflows.

• Managed support queues in Jira, ensuring timely resolution of requests. Outcome Indicators:

• 99% staff satisfaction with IT support based on survey feedback.

• No unresolved support items in the queue for longer than 2 weeks without supervisor assistance.

• Effectively addressed departmental IT needs, improving staff satisfaction and operational efficiency.

Analyst

Braintoy, Calgary, AB

Sept 2020-Jan 2021

• Diagnosed errors, coordinated fixes, and monitored issues.

• Troubleshot mlOS integrations and resolved bugs.

• Developed models and managed chatbot commands for testing/go-live.

• Supported mlOS data management and created a knowledge base.

• Guided end users and shared knowledge across departments.

• Documented orders and maintained client relationships. Data Analyst

Global Logic Technologies – Google Onsite

April 2017 – Oct 2018

• Led a team to ensure data accuracy and conducted data extraction/analysis.

• Improved data flow, increasing accuracy by 25%, and mitigated risks with proactive solutions.

• Managed large databases and collaborated with teams for data verification. Fashion Illustration Instructor & Customer Service Lead International Fashion Academy

2014 – 2016

• Taught Fashion Illustration and managed 40-50 customer calls daily.

• Trained new colleagues and exceeded enrollment targets while reducing office costs by $6,000.

Education

Networking and Cloud Technology

Momentum, Bow Valley College, SAIT

2019 - 2020

• Hands-on IBM Cloud Application training including proficiency in HTML, CSS, JavaScript, and IBM Cloud CLI; Software deployment using IBM Cloud CI/CD and IBM Cloudant.

• Hands-on CompTIA Network+ and CompTIA A+ training. B.SC(Honors) Computer Science

University of Delhi, India

Contact this candidate