Amit Sood Email & Phone Number

Milton, On, Ca

Toronto, Canada Area

Toronto, Canada Area

- Foster the use and adherence to IT Service Management (ITSM) principles ensuring that problems are identified, prioritized, researched, resolved and followed up on, and that Service Desk service delivery and support are coordinated, monitored, logged, tracked, resolved and reportable through the department’s ITSM support application.- Participate in the development and maintenance of the department’s Service Catalogue; Tier 1 service delivery and support processes and procedures.- Ensure the Service Desk delivery of the IM Service Catalogue, Tier 1 including reporting, quality and customer service; Regularly review performance and trends in response to service requests, problems and incidents affecting the end-user community and provide recommendations for overall service improvement.- Handle Tier 1 support issues that are unresolved within Service Desk associates and manages escalation process to IM Technical Services group or relevant subject matter experts for unresolved problems/incidents and the required reporting.- Within team, mature and improve ITSM processes including the development of process standards and key metrics within Service support processes; Develop and maintain a performance measurement framework within team and facilitate feedback mechanism to team members on issues such as customer service, communication and technical skills to enhance the quality of service delivered;- Enforce and maintain Service Desk service level agreements (SLAs). Identify critical success factors and required key metrics to report on effectiveness of established SLAs.- Encourage continuous improvement for the end-user environment within the association’s Enterprise Architecture, Areas of focus include service delivery, support, training and performance support.

Toronto, Canada Area

- Assist in the Service Desk role as the department’s Single Point of Contact (SPOC) for service requests by receiving calls, emails, and other requests from end-user community and ensuring that requests and incidents are identified, logged, categorized, prioritized, escalated, resolved, closed and followed up on.- Facilitate closure of service requests including but not limited to password resets, equipment deployment, application installation and support, file/document recovery, training and awareness that assists the user.- Provide investigation and diagnosis; resolving and escalating incidents/service requests that cannot be resolved within agreed timescales; - Participate in the asset management and inventory control procedures and assist in the maintenance of the configuration management database (CMDB) as directed;- Organize and setup on-site meetings using Ontario Telemedicine Network (OTN), Skype, WebEx, and teleconference systems.- Contribute to the on-going development, implementation, and administration of Service Desk staff training procedures and policies; maintain documentation detailing Request Fulfillment processes, and service/incident handling models.- Participate in continuous service improvement initiatives including identifying recurring incidents or service requests, opportunities for automation/self-help services; training and performance services and conducting user feedback/satisfaction call backs or surveys

- Provide tier 2 support to end user clients by managing customer service and technical support calls- Ensure service level agreements are met for the support area- Monitor and maintain printer and fax servers daily as well as create and manage user accounts for a local fax server- Assist in the deployment process of desktop computers and notebooks- Install and troubleshoot software locally and remotely through the use of various remote desktop software- Manage hardware assets in a database- Provide necessary training and advice to clients in the use of hardware and software.- Prepare technical documents and knowledge base records- Setup and troubleshoot blackberry devices

Diploma, Computer Engineering Technology

Activities and Societies: Completed 3 semester Cooperative Education program Courses: Electricity 1 Electronic Fabrication Object Oriented.

Education record

Certificate of Endorsement in Technological Studies