Surinderpal Kaur

Surinderpal Kaur 

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Summary of Qualifications

• 4+ years of experience in the IT technical field and Customer Service, demonstrating expertise in various technologies, systems, and software applications
• Adept at managing complex tasks in a multi-tasked environment, ensuring the highest level of professionalism and quality service
• Excellent communication skills, including effective interpersonal communication in person, over the telephone, and in writing via email and instant messaging
• Outstanding problem-solving skills and ability to take ownership of technical issues
• Strong project management skills, ensuring timely delivery and meeting project goals
• Proven track record in systems administration, network administration, and software development
• Skilled in providing efficient help desk support and troubleshooting hardware and software issues
• Received commendation from clients for exceptional technical support, consistently achieving high customer satisfaction ratings of over 95%

Technical Skills

Operating Systems: Windows, Android, iOS, Mac OS, Linux

Applications & Tools: ServiceNow, Microsoft Office 365

Tools: VMware, G Suite by Google, Packet Tracer

Project Management Fundamentals: Agile, Waterfall, Scrum

Languages: HTML, XML

Education & Certifications

Google IT Support Professional Certificate June 2023 – Sept 2023

Coursera│ ONLINE

Junior IT Analyst Program June 2023 – Sept 2023

NPower Canada │ Toronto

• 14-week intensive online class training on the fundamentals of computer technology and project management essentials
• Configure device operating systems, including Windows and Linux, while configuring disk partitions and filesystems
• Troubleshoot and problem-solve core service and support challenges while applying best practices for documentation, change management, and scripting
• Support basic IT infrastructure and networking, including DNS and DHCP, applying standard protocols with TCP/IP communications
• Configure and support PC and IoT device hardware
• Manage an organization’s computers and users using Directory Services, Active Directory, and OpenLDAP.
• Learn how to lay the foundations for successful Agile projects using methodologies and tools such as Scrum, Kanban
• Develop a complete understanding of the Agile project management lifecycle, essential techniques, and deliverables

Administrative Professional Foundations Sept 2023

LinkedIn│ ONLINE

Apple Technician Certificate Aug 2022

ATLAS | Online

Business Analysis Foundations and Exam Prep Course for 3 Levels of Certification July 2021

Sixth Dimension Learning Inc. | Online

Civil Engineering Technician May 2019 - Jan 2021 

Canadore | Mississauga, Ontario

Work Experience

Apple Technician & Support Jul 2022 – Aug 2023

Glentel- Tbooth Wireless │ Brampton, Ontario

• Demonstrated expertise in troubleshooting technical issues by applying logical processes and active listening techniques to achieve high first-call resolution rates.
• Acted as a brand ambassador, consistently promoting the company's products and services to enhance customer satisfaction and loyalty.
• Effective in training and mentoring a team of 5 new technicians, resulting in a skilled and efficient workforce.
• Consistently exceed performance metrics, completing an average of 5 repairs per day, surpassing the company's productivity targets, and ensuring timely service delivery.
• Maintaining productivity standards of quality service and customer satisfaction by consistently meeting.

IT Helpdesk Support May 2021 – Jun 2022

Mobile Klink │ Mississauga, Ontario

• Managed a CRM ticketing solution for internal staff, resolving issues, testing fixes, documenting solutions, and escalating complex matters as needed.
• Received ongoing training and certifications to stay up-to-date with the latest products and services, ensuring a comprehensive understanding of superior customer support.
• Managed simultaneous level 1 and 2 service tickets, prioritizing issues based on severity and exceeding user satisfaction.
• Streamlined the technical support process by implementing a centralized ticketing system, resulting in improved response times and better prioritization of support requests.
• Increased customer satisfaction ratings from 88% to 94% within the first year of employment.

Security Reporting Analyst Dec 2019 – Jun 2022

Securitas │ Toronto, Ontario

• Ensured the protection of people, assets, and property through preventive surveillance, reducing security incidents by 20%.
• Developed and implemented a comprehensive security reporting framework, resulting in a 30% improvement in incident reporting accuracy and a 15% reduction in response time.
• Identifying/tracking dependencies between teams, leading to a 25% increase in project efficiency.

Fresh Food Associate Sept 2019 – Jan 2020

Walmart │ Mississauga, Ontario

• Maintained the sales floor and merchandise following company policies and procedures by properly zoning the area to ensure the best customer service.
• Collaborated with the team to implement food safety and sanitation practices ensuring compliance with health regulations.
• Actively participated in promotional activities, contributing to a 20% improvement in customer engagement.

Experienced and motivated Junior IT Analyst with a strong foundation in IT systems and excellent problem-solving skills. Committed to delivering efficient solutions and enhancing operational effectiveness through innovative technology solutions. Skilled in system troubleshooting, data analysis, and user support. Seeking opportunities to contribute to a dynamic IT team and grow professionally in the field of IT analysis.

Additionally, my abilities extend to customer service and communication with proficiency in leadership. Working with people from diverse backgrounds has provided me with a deep understanding and awareness of differences in both individuals and organizations.

I possess a solid educational background and certifications that underline my expertise in IT and related areas. I recently completed the Google IT Support Professional Certificate program, which gave me a comprehensive understanding of IT support and project management. Additionally, my participation in the Junior IT Analyst Program further enhanced my skills in device configuration, troubleshooting, and IT infrastructure support, alongside exposure to Agile project management methodologies.

I also hold an Apple Technician Certificate, solidifying my competence in Apple technologies. Furthermore, I've completed coursework in business analysis foundations, demonstrating a well-rounded skill set. These educational and certification achievements collectively reflect my proficiency in IT, technical support, and project management.