Deep Gurman

5 years of all-embracing experience working as a Service Desk Analyst in Total IT Global. Uses ServiceNow to manage the tickets flow and segregate them according to the priority. Expertise in Incident Management, Problem Management, Technical support and Operations. Working knowledge of operating system such as Windows. Risk management and process analysis.

Customer Service Representative - Air Borealis/ Pal Airlines - Canada

(2024-09)

Industry: Canadian Regional Airlines

• Provide front-line customer support for passengers, including booking assistance, ticketing, and flight information for regional and charter services.
• Coordinate daily flight logistics, ensuring accurate scheduling, cargo handling and passenger manifests.
• Manage freight and mail logistics, including documentation, weight balancing, and timely delivery to remote destinations.
• Maintain accurate records of bookings, payments and cargo transaction using company systems.
• Support flight dispatch operations by communicating weather updates and operational changes.

Technical Support Consultant - Rogers - Canada

(2024-02 - 2024-08)

Industry: Telecommunication. Projects: IPTV, HSI, IHP

• Handling Rogers products related services.
• Manage several tools for troubleshooting on the CX devices.
• CX Authentication and addition authorize contact in the account.
• Troubleshoot modem and IPTV related request.
• Use video call tool call tool to access the device physical condition.

IT Helpdesk/User Support - VAS-TUM INC. - Canada

(2022-10 - 2024-01)

• Implements, installs, configures, monitors, troubleshoots, and evaluates existing and new Microsoft Windows server operating systems.
• Manage and check network printers and desktop
• Monitor asset life cycle
• Troubleshooting of a Microsoft Exchange 2013/Office 365 enterprise hybrid environment for the AFNET, utilizing Remedy ticketing system.
• Technical support to onsite users
• Provide support to customers via telephone, chat, email, and electronic services such as remote troubleshooting support.
• Responsible for integration of user workstations, including MAC workstations, with Microsoft Windows server and operating systems and Active Directory.
• Troubleshooting Devices
• Manage calls and meetings for the users
• Carrying out L2/L3 troubleshooting in Office 365 applications like Outlook, Excel, One drive, SharePoint, Teams, etc.
• Prioritize problems, escalate High Priority requests
• Supported end-users post migration and deployment with any incidents/requests pertaining to Microsoft 365 Apps for Enterprise, Microsoft Teams, OneDrive, SharePoint and Office add-ons on their company desktops, laptops

Senior Service Desk/Help Desk Analyst - Total IT Global

(2019-04 - 2022-10)

Industry: IT Services and solutions.

Methodology: Agile.

Projects: Kier UK (Coordinate and worked with up to 200 Users for support across UK. Track approximately 250 tickets a month.

Supports

Dispatch/Schedule visit across EMEA region. solve Level 1 problems relating to hardware failure, software applications and peripherals), GSK (Coordinate and worked with up to 50 users for support across Asia Pacific & EMEA region. Track of approximately 90 tickets.

Supports

Dispatch/Schedule visit across 5+ countries in APAC and EMEA region. Provided excellent customer service using effective problem-solving skills), Johnson and Johnson (Coordinate and worked with up to 100 users for support across Asia Pacific & EMEA region. Track of approximately 150 tickets.

Supports

Dispatch/Schedule visit across 10+ countries in APAC and EMEA region. Consistently share solutions with peers)

• Migration and deployment of Windows XP users to Windows 7, using Windows backup/restore, including configuration of Windows XP Mode.
• Manage the relationship between support team and Executives and Board of Directors members to ensure top tier service is maintained while managing expectations
• Ensure all requests and incidents are resolved within established service level targets
• Follow-up with client to confirm resolution and customer satisfaction
• Complete special projects as assigned by the Manager
• Coordinate contributions to self-help knowledge base, including regular reviews for new, updated, or outdated knowledge articles
• Promote and recommend the latest products and services to customers
• Follow up with external teams for end-to-end delivery of all services and operations.
• Build and oversee a standardized incident management process and communicates roles and responsibilities of stakeholders involved in incidents.
• Define and manage service level agreements with clients.
• Communicate and collaborate across the organization in support of timely incident resolution.
• Continuously assess ITSM processes and their alignment to needs as the organization and makes proactive changes to the processes to ensure fit for purpose.
• Prepare RCA (Root Cause Analysis) of repeated incidents and minimize future risks
• Align Engineer for IT related issues for client as per requests
• Validate data after closure for many projects for billing purpose and prepared billing report for 8 Projects
• Monitored the daily requests from the user and work accordingly
• Dispatch appropriate resources for facilities related requests
• Dispatch technical service for software and hardware problems
• Planning and delivering turnkey projects within given SLA and at efficient costing
• Ensuring operational deliverables are in line with quality framework as per agreed MSA (Master Service Agreement)

IT Engineer - GRD EXIM

(2017-03 - 2019-03)

Industry: Export of vegetables outside India

• Check all onsite devices and connect with the network
• Troubleshoot devices for the user
• Ensure user privacy is protected at all times

Bachelors of Technology - Lovely Professional University (2014)