Kamal Khera

Dedicated and resourceful IT professional with strong technical expertise and a proven track record in customer service, technical support, and administrative roles. Seeking a position that allows me to utilize my skills in troubleshooting, system maintenance, and client interaction to contribute to organizational success while achieving long-term professional growth.

IT Support Technician at Canadian Institute for Health Information (2022-11 – Present)

• On-site installation, troubleshooting, and maintenance of various IT equipment.
• Onboard new users of an organiation
• Configuring and testing newly installed devices to ensure optimal performance.
• Collaborating with colleagues to resolve any technical issues that may arise during installations
• Engineer and maintain high-performing SCCM infrastructure for OS and enterprise application delivery.
• Develop and execute end-to-end OS deployment strategies using SCCM and Windows Autopilot.
• Deploy and manage devices with Windows Autopilot and Microsoft Intune for modern endpoint management.
• Establish and enforce policies for software patch deployment across all endpoints to ensure endpoint security.
• Responsible for managing IT assets, including laptops, desktops, and peripherals
• Providing comprehensive computer and application support to employees, including procuring and imaging PCs, diagnosing and repairing issues, and troubleshooting general problems with printers, security systems, and meeting rooms.
• Supporting devices operating on both iOS and Android platforms, ensuring seamless functionality and user satisfaction.
• Proficiently collaborating with audit teams and providing well-documented evidence to ensure compliance and accuracy in evaluations.
• Identifying gaps in the Helpdesk area, initiating process improvements, and performing cleanup activities independently.
• Implementing and supporting the latest audiovisual technologies using MS Teams and state-of-the-art equipment.
• Coordinating and managing activities related to the phone system and contact center solution implementation.
• Creatively documenting user support and training junior staff, peers, and users to provide better technical support to end-users.
• Maintaining inventory and asset tracking systems and implementing asset tag management processes.
• Procuring, deploying, and managing shipments of desktops, laptops, and cell phones.
• Providing expert technical support on Windows 10/11 and macOS-based machines.
• Troubleshooting and supporting the Microsoft Office 365 application suite and various other applications.
• Managing supplier relationships and negotiating pricing as necessary.
• Leading mini-projects to improve technology gaps in Desktop support/facilities areas independently.
• Participating in disaster recovery, business continuity, and year-end processing activities as required.

Apple Authorized Repair Technician at T-Booth (2022-05 – 2022-11)

• Troubleshoot, diagnose, and repair mobile Apple products such as iPhone, Air Pods, and iPad
• Provide legendary service to customers, in-person and over the phone.
• Own the administration of warranty and repair processes.
• Organize stock and manage inventory of parts used for repairs
• Maintain productivity standards of quality service and customer satisfaction.
• Act as an Apple and Tbooth wireless brand ambassador
• Educate customers on how to use their products more efficiently and prevent similar issues.

Service Desk Technician (Remote) – Part time at Pathway Communications (2022-02 – 2025-03)

• Providing first level technical support to all healthcare professionals and patients
• Providing customer support by troubleshooting any problems and/or concerns pertaining to end user hardware, operating systems, Telecommunications and/or hospital specific software applications
• Active Directory System Administration
• Perform Group Policy administration for desktop services
• User provisioning and deprovisioning (i.e. account maintenance) for healthcare professional
• Acting as a Legal Registration Authority (LRA) to grant users access to eHealth Ontario applications and EMR systems
• Answer calls for IT Service and Support primarily via phone, Self Service Tickets and document conversation using REMEDY ticketing system
• Transfer and escalate incidents and requests to the appropriate level support resources, following up with tickets assignees to ensure effective resolution in a timely manner
• Familiar about medical terminology
• Act as a Subject Matter Expert for Specific Technologies, services and processes where possible.

AppleCare Technical Support at 247 INTOUCH (2021-01 – 2022-02)

• Provided technical phone support for iOS products (iPhone, iPad, iPod, mac, etc.) for AppleCare customers.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot.
• Investigated and resolved customer inquiries, solving problems, and providing new product information.
• Answered an average of twenty-eight calls per day by addressing customer inquiries, solving problems, and providing new product information.
• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Customer Service at Walmart Canada (2019-10 – 2021-12)

• Ensure proper organization of the store
• Respond to customer complaints and questions
• Handle issues of return, exchange, and refund
• Adhere to safety procedures in ensuring the security and safety of customers within the store
• Ensure total satisfaction of customers during their shopping experience
• Activate phone cards and gift cards
• Handle request for money orders
• Deal with customers through the telephone, electronic means, and face to face
• Offer information on pricing and delivery
• Responsible for verification of customers and setting up of their accounts, and processing forms, orders, applications, and requests made by customers.

Computer Systems Technician – Networking in Computer Systems Networking – Centennial College (Progress Campus) (2019-01 – 2020-05)