Balraj Singh
Service Desk Technician with 8+ years of IT support experience
About
Service Desk Technician with 8+ years of IT support experience providing Tier 1 and Tier 2 technical support in fast-paced enterprise and educational environments. Experienced in troubleshooting Windows desktops and laptops, Microsoft 365, Active Directory, hardware and software, imaging, endpoint support, networking, VPN connectivity, and remote support. Skilled in user provisioning, system deployment, incident management, IT asset management, workstation configuration, and technical troubleshooting.
Strong customer service and communication skills with a proven ability to resolve technical issues efficiently while meeting service level expectations.
Experience
IT Helpdesk Technician - St. Clair College @ Ace Acumen Academy - Toronto, ON
(2022-05 - 2025-09)
- Delivered Tier 1 and Tier 2 technical support to faculty and staff through phone, remote, and onsite support.
- Administered Active Directory including account creation, password resets, user provisioning, permissions, and account maintenance.
- Installed, configured, and deployed Windows desktops, laptops, printers, scanners, and peripheral devices.
- Created and maintained Windows computer images for system deployment.
- Diagnosed and resolved hardware, software, Microsoft 365, Windows, VPN, networking, and printer issues.
- Supported Windows Server environments and COSEC access control systems.
- Managed incident tickets through the IT Service Management system while meeting service level objectives.
- Assisted with workstation moves, additions, and changes across campus locations.
- Maintained inventory records of IT assets and computer equipment.
- Escalated complex technical issues to senior technical teams while ensuring timely resolution.
- Provided exceptional customer service and technical assistance to end users.
Computer Technician - Libra Computers - India
(2015-03 - 2020-04)
- Built, upgraded, repaired, and maintained desktop computers and laptops.
- Installed Windows operating systems, device drivers, Microsoft Office, antivirus software, and business applications.
- Diagnosed and resolved hardware failures and software issues.
- Configured LAN/WAN networks, TCP/IP, DNS, DHCP, Wi-Fi routers, and printers.
- Performed data backup, system recovery, malware removal, and preventive maintenance.
- Assisted customers with technical troubleshooting and provided hardware recommendations.
- Maintained accurate repair documentation and inventory records.
Education
Post-Graduate Diploma - International Business Management & Logistics - St. Clair College
Bachelor of Mechanical Engineering - Mechanical Engineering - Punjab Technical University
