Garry Makkar Email & Phone Number

Surrey, Bc, Ca

Burnaby, British Columbia, Canada

Work as a dedicated IT consultant & advisor for the IT Service Desk team at Svante to optimize service delivery and enhance cross-functional collaboration.Duties & Responsibilities:• Initiated bi-weekly huddles to foster a culture of open communication and teamwork within the Service Desk team.• Established and enforced standards and expectations to ensure the smooth and efficient operation of the IT service desk.• Lead bi-weekly team huddles to monitor team progress, address challenges, and implement continuous improvement initiatives.• Designed and implemented new ticketing portal using the Atlassian platform, incorporating new ticket categories and IT Service Management (ITSM) best practices.• Conducted regular ticket reviews and provided constructive feedback to all team members, resulting in improved performance and customer satisfaction.• Created and implemented a triage schedule, optimizing the handling of incoming tickets and maximizing efficiency.• Implemented Service Level Agreements (SLAs) based on ticket priority, enhancing response times and resolution efficiency.• Collaborated with various departments including Facilities, Health & Safety, and Human Resources, to develop customized ticketing portals tailored to their specific needs.• Acted as a project coordinator for several internal projects, successfully leading them to completion through effective planning, coordination, and team management.• Developed and implemented a comprehensive reporting dashboard for ticket analytics across all departments, providing valuable insights for decision-making and performance assessment.

Vancouver, British Columbia, Canada

Was responsible for managing the IT Service Desk & Support Operations for all locations and ensured that all defined services are delivered at the operational level to meet agreed service level agreements• Provided leadership & mentor ship to the Service Desk team and ensured all incidents and service requests were resolved effectively and efficiently.• Empowered employees to take responsibility for their jobs and goals. Delegated responsibility and expected accountability and regular feedback.• Monitored & tracked Service Desk performance metrics and KPIs to ensure they followed SLAs and CSAT targets.• Planned & managed by/ On-Call schedule for the Service Desk team to ensure 24x7x365 IT coverage for all QuadReal employees and locations.• Acted as the first point of contact for all escalations of critical and high-priority incidents.• Was responsible for doing major incident management and documenting post-incident reviews as necessary.• Created dashboards in the ticketing system showing statistics of the # of incident tickets and requests handled by the Service Desk team over a period.• Created & formalized processes for overtime approvals, queue management, covering IT Support line, ticket triage and handling.• Promoted a culture of continuous improvement, operational efficiency, and effectiveness to deliver an exceptional and consistent employee experience.• Collaborated with a multitude of stakeholders to support quarterly board meetings.• Created, maintained, and promoted relevant Service Desk documentation using QuadReal’s repository of knowledge articles, standard operating procedures & training materials.• Ensured that asset and inventory management records are maintained and up to date as defined by QuadReal asset management standards.• Proactively escalated issues to the appropriate support group or management as applicable.

Burnaby

Provided oversight and direction to the employees in the operating unit in accordance with the organization's policies and procedures.• Coached, mentored, and developed staff, including overseeing new employee onboarding and assist with career development planning.• Empowered employees to take responsibility for their jobs and goals. Delegated responsibility and expected accountability and regular feedback.• Effectively evaluated and weigh decisions; resolved concerns or issues around conflict and business situations impacting the Solution Delivery team in a timely constructive manner.• Fostered a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, support, and working effectively together to enable each employee and the department to succeed.• Consciously created a workplace culture that is consistent with the overall organization's and that emphasizes the identified mission, vision, guiding principles, and values of the organization.• Led employees to meet the organization's expectations for productivity, quality, continuous improvement, and goal accomplishment.• Provided effective performance feedback through employee recognition, rewards, and disciplinary action.• Maintained employee work schedules including assignments, job rotation, training, vacations, and paid time off, telecommuting, cover for absenteeism, and overtime scheduling.• Maintained transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and regular interpersonal communication.• Managed the preparation and maintenance of reports necessary to carry out the functions of the department. • Communicated regularly with other managers, the director, executive and other designated contacts within the organization.

Burnaby, British Columbia, Canada

Worked as a Technical Lead and provided a customer facing leadership role for new projects. Produce detailed network design documents based on customer requirements, and the solution being implemented.Duties & ResponsibilitiesResponsible for the configuration and testing of new customer solutions and have extensive experience in Unified Communications Applications (UCM, UCXN, Informacast, Expressways etc.), Routing & Switching, Security and Wireless. Travelled to customer sites to implement these solutions.• Worked as Level 2 Escalation Engineer and solve incident driven customer facing issues with a broad range of technologies.Contributed to the design and support of core networking services, based on Cisco Catalyst and Nexus infrastructure.• Professional execution of the planning, analysis, design, test, implementation, and support phases of projects that centralized and consolidated existing Voice network solutions to provide higher availability and performance to the end user and individual business units.• Possess extensive experience with a substantial collection of Cisco product including ASA / Firewalls, ISR 4K, 4500,6500 and 9K series switches, Internet, network, routing protocols including MPLS, BGP, OSPF, RIP, HSRP, EIGRP and NAT.• Specialized in network design, management, vendor specific hardware including Cisco, HP & Dell.

Burnaby

Worked as a Network Engineer and provides a customer facing leadership role for new projects. Work on creating detailed network design documents based on customer requirements, and the solution being implemented.Duties & Responsibilities:• Responsible for the design, configuration and testing of customer solutions (Unified Communications Applications, Routing & Switching, Security and Wireless). • Lead several Voice Deployment (Analog to VOIP) projects as Technical Lead with proper planning, design and implementation.• Work as Level 2 Escalation Engineer and solve incident driven customer facing issues with a broad range of technologies.• Contribute to the design and support of core networking services, based on Cisco Catalyst and Nexus infrastructure.• Conducted professional attainment of the planning, design, testing, implementation, testing and troubleshooting on many projects to provide great performance and effective solution to the end user.• Possess extensive experience with a substantial collection of Cisco product including ASA / Firewalls, 2900 series routers, 3800 series switches, Internet, network, routing protocols including MPLS, BGP, OSPF, RIP, HSRP, EIGRP and NAT.• Specialized in network design, management, vendor specific hardware including Cisco, HP & Dell.

301 - 1110 Hamilton Street, Vancouver, Bc

Worked as a Network administrator and provide technical/remote support to over 50 clients on Windows based systems, provide assistance in installing/troubleshooting various software/applications.Duties & Responsibilities:• Innovative and articulate technical support professional with over a year of work history working in help desk, IT support and networking environment.• Lead several LAN upgrade projects, rollouts of multiple workstations and servers. • Experienced with network hardware such as routers, servers, WAPs, switches and cabling.• Strong knowledge of support desk software and ticket tracking systems.• Excellent communicator, capable of explaining complex technical issues quickly and easily, ensuring timely resolution of problems.• Highly proficient in troubleshooting Active Directory and Exchange issues.• Install, configure and maintain software applications, operating systems, administration and network monitoring.• Diagnose and repair internet service. LAN networks, wireless and email failures.• Manage migrations of major business applications.• Oversee/Troubleshoot backup and recovery of critical data.• Effectively resolved technical support problems for end users in variety of windows 7, 8, 8.1 issues.• Troubleshot Windows Server 2008 R2, 2012 and Exchange 2010/2013 issues for various clients.• Providing 7x24 on call support for network related infrastructures.• Working in a team environment to manage the installation of products and resources to meet the needs and requirements of our WAN and LAN network based services

1345 Cliveden Avenue, Delta Bc

Cisco, Microsoft, Linux

Bachelor'S Degree, Chemical Engineering