Saurav Singh
Senior IT Security Analyst
Member Since: 2018/04/10
Industry: Computer & IT
Tech Certifications:
Highly accomplished, performance focused IT Analyst, Expert in providing support and resolving complex technical and network issues remotely
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Activity
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Total points550
Professional Background
Senior IT Security Analyst
Capco
November 2017 – Present
Toronto
High profile, fast-paced position supporting 200+ Mac and 250+ Dell and HP computers on LAN/WAN, VPN, and satellite technologies around the globe. Working with top Canadian and International banks as our clients ensuring compliance and security, successfully passing multiple security audits. Provide hardware and software training and support to users organization-wide, from front and back end developers to top executives and company partners. Work in partnership with technical project managers to expedite seamless technology transitions.
• Hold full accountability for hardware, software, phone and network support for CATO office with 400+ end users on site. Perform system administration to include installations maintenance, upgrades, troubleshooting, and support for servers, fiber optics, printers, software applications, and all workstations. Resolved a long standing slow network issue.
• Manage installation and upgrade project schedules and work closely with management to control project risks involving schedule, technical issues and personnel. Planned, managed and executed full phased migration of workstations, O365 emails, domain, print server, and wired/wireless network, with no loss in data or drop in productivity.
• Hold full accountability for hardware, software, phone and network support for CATO office with 400+ end users on site. Perform system administration to include installations maintenance, upgrades, troubleshooting, and support for servers, fiber optics, printers, software applications, and all workstations. Resolved a long standing slow network issue.
• Manage installation and upgrade project schedules and work closely with management to control project risks involving schedule, technical issues and personnel. Planned, managed and executed full phased migration of workstations, O365 emails, domain, print server, and wired/wireless network, with no loss in data or drop in productivity.
Technical System Analyst
Scotiabank
December 2016 – November 2017
Toronto
Key member of the Global Technology Services (GTS) team who provides level 1 and level 2 support to over 40,000 enterprise users around the world. Handle both day-to-day support from incoming tickets, user requests, and also off hours maintenance work. Review, investigate, and resolve incident/request tickets by performing systems analysis and troubleshooting for users using Windows 7/8.1 and Mac OS X computers. Communicate with requestors, peers, and technical teams to accomplish resolution of requests and tickets. Work with OS/hardware vendor via cases to assist with troubleshooting for level 2 support cases.
• Deliver exceptional customer service to all levels by consistently troubleshooting issues with customer first thinking.
• Conversed with diverse end users, technology teams, and vendors and adapted communication skills to effectively and successfully resolve tickets and issues.
• Exceeded the daily stats at an average of 65 issues handled daily (team average 35) and an average call time of 7 minutes (team average 12 minutes).
• Handled dispute resolution between internal stakeholders and Level 1 support, ensuring end-user satisfaction.
• Utilized technical skills to resolve tickets and documented issues within the ServiceNow ticketing system.
• Worked closely with Level 3 support in troubleshooting complex technical issues.
• Contribute to an extensive internal knowledgebase covering all facets of support.
• Often asked to perform training sessions for new Level 1 personnel on new systems.
• Performed hardware installation and maintenance for desktops, laptops, printers, and peripherals.
• Assisted in building Windows 7 and Windows 8.1 images for the SCCM server and VDI deployment effort.
• Work on AD domain controllers, MS Exchange servers, Windows servers to manage file/print, DFS, and mail services.
• Compile month-end reports of call volumes received by the help desk. Devise solutions to call volume fluctuations.
• Deliver exceptional customer service to all levels by consistently troubleshooting issues with customer first thinking.
• Conversed with diverse end users, technology teams, and vendors and adapted communication skills to effectively and successfully resolve tickets and issues.
• Exceeded the daily stats at an average of 65 issues handled daily (team average 35) and an average call time of 7 minutes (team average 12 minutes).
• Handled dispute resolution between internal stakeholders and Level 1 support, ensuring end-user satisfaction.
• Utilized technical skills to resolve tickets and documented issues within the ServiceNow ticketing system.
• Worked closely with Level 3 support in troubleshooting complex technical issues.
• Contribute to an extensive internal knowledgebase covering all facets of support.
• Often asked to perform training sessions for new Level 1 personnel on new systems.
• Performed hardware installation and maintenance for desktops, laptops, printers, and peripherals.
• Assisted in building Windows 7 and Windows 8.1 images for the SCCM server and VDI deployment effort.
• Work on AD domain controllers, MS Exchange servers, Windows servers to manage file/print, DFS, and mail services.
• Compile month-end reports of call volumes received by the help desk. Devise solutions to call volume fluctuations.
IT Technical Support
Toronto Real Estate Board (TREB)
January 2016 – December 2016
Toronto
Provided technical support to 200+ corporate users across 4 locations and 2 data centers at an association with 61,000+ members.
• Assisted the IT Infrastructure Manager with key IT initiatives, including rolling out 50 workstations to a newly acquired real estate office, installing Windows Server 2012 on new servers, setting up users in Active Directory, providing technical support at Canada’s largest Real Estate trade show and conference with over 8000 attendees, deploying Cisco wireless access points, and supporting guests with support on rental devices, printers, and wireless devices.
• Coordinated and negotiated quotes with vendors for hardware and software procurements.
• Resolved ongoing network printer issues by collaborating with technicians at Xerox and Canon.
• Installed and configured desktop equipment for new users and deploy desktop applications, as needed.
• Assigned Active Directory user accounts on file servers and granted permissions to shared resources.
• Analysed frequent problems and consulted with Systems/Network Administrator and IT Infrastructure Manager to offer technical advice and also provide training sessions to users to address commonly asked questions.
• Assisted the IT Infrastructure Manager with key IT initiatives, including rolling out 50 workstations to a newly acquired real estate office, installing Windows Server 2012 on new servers, setting up users in Active Directory, providing technical support at Canada’s largest Real Estate trade show and conference with over 8000 attendees, deploying Cisco wireless access points, and supporting guests with support on rental devices, printers, and wireless devices.
• Coordinated and negotiated quotes with vendors for hardware and software procurements.
• Resolved ongoing network printer issues by collaborating with technicians at Xerox and Canon.
• Installed and configured desktop equipment for new users and deploy desktop applications, as needed.
• Assigned Active Directory user accounts on file servers and granted permissions to shared resources.
• Analysed frequent problems and consulted with Systems/Network Administrator and IT Infrastructure Manager to offer technical advice and also provide training sessions to users to address commonly asked questions.
Education
Sheridan College
Bachelors in Computer Scienece
Software Development and Networking
2014 – 2018
• Learned the functioning and purpose Network devices and Techniques.
• In-depth study of the analysis and design phases and the role of the Systems Analyst.
• Studied computer architecture.
• Learned to develop Web-based application skills using markup and scripting languages
• Hands on projects in LINUX/UNIX. It covers utilities, file systems, the shell environment,shell scripts and other scripting languages, other scripts, online editors and security.
• Develop web applications using the skills necessary to design, implement, configure, and deploy enterprise applications. Built progressively complex dynamic data-driven web application systems using best practices for the Java Enterprise platform, data structure and algorithms in C#, .net.
• Learned querying and maintaining a state-of-the-art relational database, such as Oracle, through advanced SQL and embedded SQL and obtaining reports.
• Developed an understanding of both the theory and practice of project management.
• In-depth study of the analysis and design phases and the role of the Systems Analyst.
• Studied computer architecture.
• Learned to develop Web-based application skills using markup and scripting languages
• Hands on projects in LINUX/UNIX. It covers utilities, file systems, the shell environment,shell scripts and other scripting languages, other scripts, online editors and security.
• Develop web applications using the skills necessary to design, implement, configure, and deploy enterprise applications. Built progressively complex dynamic data-driven web application systems using best practices for the Java Enterprise platform, data structure and algorithms in C#, .net.
• Learned querying and maintaining a state-of-the-art relational database, such as Oracle, through advanced SQL and embedded SQL and obtaining reports.
• Developed an understanding of both the theory and practice of project management.
Full Biography
Highly accomplished, performance focused IT Analyst with over 4 years of experience in information technology and customer service, including technical support, infrastructure architecture, project management, and programming. Develop and deliver solutions as a change agent, visionary, and forward thinker, capable of critically evaluating and responding to diverse IT issues. Consistently successful in strengthening enterprise corporate value, reducing time to resolution, and improving end user experience. Extensive hands-on experience with Apple, Cisco, Lenovo, HP and Microsoft technologies.
• Highly effective in communicating with users at all levels of the corporate ladder.
• Proficient in analyzing business requirements and providing technology solutions to meet needs.
• Excellent project management skills, frequently bringing projects in ahead of schedule and under budget.
• Enthusiastic and passionate about technology; continually keep up-to-date with new technologies.
Languages
english
Full Professional Proficiency
Hindi
Native or Bilingual Proficiency
Punjabi
Native or Bilingual Proficiency
Level Progress
-
Overall0