Samrath Singh Sandhu

Dedicated and customer-focused IT professional with over 1 year of technical support and troubleshooting experience. Skilled at managing inquiries, multitasking, and maintaining a calm demeanor under pressure. Seeking to bring my problem-solving abilities and customer service expertise to the User Support Technician role.

IT Support Analyst (Co-op)

• Provided tier-1 and tier-2 technical support to clients via inbound calls, emails, and ticketing systems, resolving 90% of issues on first contact.
• Diagnosed and resolved hardware, software, and networking issues, including application errors and system crashes.
• Set up and configured user devices, including desktops, laptops, peripherals, and cables ensuring proper installation and functionality.
• Delivered training and support to end-users, addressing technical difficulties and improving satisfaction.
• Maintained accurate documentation for troubleshooting procedures, creating a comprehensive knowledge base.
• Assisted with onboarding processes, including account creation, permission settings, and application access configuration.

Concierge

• Delivered exceptional customer service by addressing resident inquiries and resolving issues efficiently.
• Coordinated with third-party service providers to address maintenance and support requests.
• Managed incoming calls and emails, maintaining professionalism in high-stress situations.
• Organized and documented requests, ensuring clear communication and follow-up with residents and management.
• Often Volunteer to Provide IT support to management, troubleshooting thermal printers, PC hardware, and software.

Advanced Diploma in Computer Programming and Analysis (3 years)

May 2022 – Dec 2024

Relevant Coursework: IT Project Management, Network Administration, Microsoft Azure Basics, Data Structures, and Algorithms, Data Communications Fundamentals, MySQL, Software Development.

Projects: Developed a Museum Web App using ReactJS, Node.js, and MongoDB database, in which a user can register/login himself to view and search data from a publicly available Metropolitan Museum of Art Collection API. The user can add his favorite piece of work to the favorites section as well as view his search history.