Dilraj Singh Email & Phone Number

Calgary, Ab, Ca

• Conduct incident management, change management, and escalation processes for the desktop environment; serve as Tier 1 support for network systems, including Wi-Fi, access points, printing, and scanners, following documented procedures.• Maintain computer equipment such as desktops, audiovisual systems, UPS and wiring, Wi-Fi, and printing across all retail stores, distribution centers, and head office.• Provide support to onsite IT vendors in coordination with Tier 2.• Participate in onsite technical resource projects.• Respond to inquiries and incidents from customers and the support team through incident classification, triage support, investigation, and diagnosis.• Identify appropriate second-level teams for in-depth technical support and work towards first-call resolution of incidents while adhering to service levels and operational metric level agreements.• Improve technical content and departmental procedures for the Service Desk knowledge base.• Assist in process improvement opportunities to enhance quality and efficiency.• Maintain timely awareness of ongoing initiatives, rollouts, and changes to the technical environment.

• Diagnosing and resolving computer hardware issues, ensuring efficient problem-solving and timely replacement of faulty components.• Facilitating communication between users and equipment manufacturers, coordinating the repair process, and ensuring seamless equipment return.• Installing software applications, providing comprehensive demonstrations to users, and offering troubleshooting assistance for resolving software-related challenges.• Consistently achieving a remarkable Customer Satisfaction Score of 98% for all Apple Repairs at the Store.• Delivering user support and training sessions to enhance equipment and software proficiency.

• Complied with the establishment's regulations and good practices to ensure customer satisfaction.• Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.• Answered phone, email inquiry and tickets from more than 400 Tenants in a timely and courteous manner.• Anticipated guests need and solve their problems.• Strong ability to respond effectively to unusual and emergency situations.