Arpandeep Hanjra Email & Phone Number

•Performed requirements gathering workshops, 1-on-1 interviews to gather requirements from different stakeholders.•Prioritized requirements based on stakeholder feedback and business requirements to ensure the solution matched customer expectations and was within project scope.•Transformed requirements into key deliverables, such as specified requirements, and facilitated collaboration between project management and technical resources.•Identifying and evaluating various software’s to recommend the best solution for various business needs.•Provides excellent service and support for business groups, products, policies, and procedures to employees and customers.•Identifying, investigating, and analyzing business processes, procedures, and work practices.•Attended and conducted Change Advisory Board meetings every week to evaluate Completed, Planned and Standard Changes in the week.•Performed analysis and developed a detailed report on the Employee Engagement software’s and recommended an appropriate software that meets business needs.

Waterloo, Ontario, Canada

•Monitored SCOM 2016 and Site 24*7 to ensure 100% availability and escalate all high and critical alerts in timely manner.•Follow up with teams to find the root cause of critical incidents and document it in SharePoint.•Document solutions in Fresh Service to take quick action on the P1 &P2 issues.•Oversee the Global Server, Network and Application Monitoring Systems (consisting of all servers, routers, switches, firewalls and related infrastructure, operating systems, applications, and cloud environments such as Azure and AWS).•Worked closely with Security team to add more than 100 users in Active Directory Exception List during the implementation of new policy•Perform windows patching, Microsoft Azure and AWS patching in accordance to documentation and change processes.•Developed team communications and conference calls via Microsoft Teams during critical incident resolution.•Collaborated with different technical teams and support during the ongoing critical (P1&P2) incidents.•Send out communication via email and Microsoft Yammer to inform the higher management during P1&P2 incidents.•Resolving P1 & P2 incidents like Password change, High CPU & Memory issues on server, service Stopped on Server in timely manner to clear outstanding tickets in Fresh Service.

Mississauga, Ontario, Canada

•Counsel customers on options for various lease terms•Promptly respond to general inquiries from members, staff and clients via telephone, mail and e-mail•Manage obligations to suppliers, customers and third-party vendors•Reconcile tax documents and financial statements•Updating internal accounting databases and spreadsheets•Perform administrative duties including processing documentation for various customers and arrange meetings with bank associates and customers•Receiving and handling inquiries from clients, brokers and insurance agents•Maintaining filing system: setup new files as needed and updating records in excel summary sheets

Toronto, Canada Area

•Perform internal review and audits to ensure all the procedures and policies are implemented properly.•Communicated with the higher leadership and sought feedback on the information regarding global sites which will assist the Service desk at the time-of-Service calls. •Generating new change tickets, Service Build requests, Build to Active Requests using IT Service Management Ticketing System (Service Now). •Worked collaboratively in teams of 4 to analyze the availability metrics of different services and suggesting parameters and definitions through internet research.•Coordinate with different teams on getting Server Build Tasks complete and providing update to the higher authorities by generating reports.•Maintaining the CMDB Inventory using Service Now by adding and updating new configuration items and creating customized dashboards as requested.•Initiated and make documentation for various operational processes like Server Build, Build to Active and Server Decommission to improve the efficiency of training new hires.•Worked closely with Business Analyst and Service Now engineer in automating the repetitive tasks during Server Build, Build to Active and Server Decommission.

Post Graduate Certificate, Cloud Computing For Big Data, 3.57/4.00 (Programs Dean'S Honour List )

Bachelor'S Degree, Computer Science, 86%

Activities and Societies: Art of living