Gursharan Singh Email & Phone Number

• Developed comprehensive project plans and requirements documentation for IT infrastructure upgrades, ensuring timely delivery and alignment with stakeholder expectations. • Played a key role in the Proof of Concept (POC) project at Calgary Airport, the ramp hardware upgrade project, and the thin client upgrade initiative across various airport locations.• Efficiently handled multiple IT support requests while maintaining high levels of customer satisfaction, demonstrating strong time management skills and the ability to prioritize urgent tasks in a high-pressure environment.• Reduced average incident resolution time by 20% through improved documentation.• Deployed multiple applications to user groups and collections using Microsoft Endpoint System Configuration Manager (SCCM), while providing support for UAT/Test, and Staging systems to ensure smooth integration and performance during testing phases ensuring systems were aligned with production environments and verifying the successful deployment of updates before they were moved to live systems. • Provided exceptional Deskside support for both software and hardware issues for end-users (MS Office 365 – Outlook/Word/Excel/Teams/Visio, Active Directory, Adobe, Citrix Daas, Laptop deployments) ensuring seamless IT operations and promptly resolving technical issues, including printers, PCs, and other devices.• Collaborated with internal teams such as IT Network, IT Airport Support, and IT Asset teams on multiple projects, ensuring successful implementation and supporting various airport departments.• Served as the primary point of contact for providing day-to-day IT support to onsite airport staff, including Customer Service Agents, Priority Service Agents, Guest Service Leads, and Guest Service Managers.

Canada

• Managed and troubleshot 25000+ inflight and corporate devices, including cabin crew devices, electronic flight bags, corporate phones and corporate laptops in a large-scale fast-paced and dynamic airline environment via Microsoft Intune and SCCM.• Provided in-person IT support to crew members, including flight attendants, cabin crew managers, pilots, and development and performance managers, for a wide range of inflight applications such as Comply365, e-Reports, Oasis, Buy on Board, Voyage, FD Pro X, CrewConneX etc..• Managed multiple projects, including the refresh of Cabin Crew Devices from iPad Mini 4 to Mini 5/Mini 6 and the upgrade of payment processing devices from Wisepad 2 to Wisepad 3, ensuring seamless transitions and operational efficiency.• Coordinated and managed the replacement and configuration of Cabin Crew Devices (CCD), Electronic Flight Bags (EFB), and card readers, ensuring seamless airline operations.• Logged and reported incidents and service requests using the ServiceNow ticketing system. • Resolved over 300 support tickets annually with an approximately 95% SLA adherence rate.• Conducted root cause analysis on recurring system incidents for various airline operational applications, implementing solutions that reduced incident frequency by up to 40%.• Managed and configured user accounts, groups, and permissions within Azure Active Directory (Azure AD), ensuring secure and efficient access to cloud resources and applications.• Configured and supported Multi-Factor Authentication (MFA) to enhance security.• Collaborated with external vendors to provide IT support and ensure the seamless operation of airport areas such as the WestJet Elevation Lounge. • Troubleshot various Airport technologies (Sabre software, Avaya, Boarding Pass/Bag Tag Printers, Check-in counters).• Administered TELUS wireless carrier accounts, bill analysis, and mobility roaming plans. • Configured and troubleshot VPN connectivity on various corporate devices.

Canada

• Delivered exceptional customer service using the point of sale system, communicated solutions and estimated service costs for 30+ customers every day.• Completed and prioritized repair and diagnostics of electronics (laptops, computing devices, mobile phones, and gaming consoles) in a timely and efficient manner, increasing revenue by 15%.• Identified needs and provided tailored recommendations for repairs, accessories, and additional services at the point of first and last contact.• Maintained inventories of computer systems and system components.• Performed Level 2 and Level 3 repairs on Samsung, Google, Apple, Sony, HP, Dell, Lenovo, Acer, and other major brand devices.

Canada

• Provided 24*7 remote assistance to customers and technicians, relayed incoming phone calls, triaged new support tickets in Service Now within the contractual time to save the business from SLA penalties.• Delivered telephony, dual chat, and e-mail support to an average of 60+ users per day for issues related to the internet, VOIP, IPTV, DTV, and computer hardware & network.• Documented knowledge base articles for critical incidents with proper troubleshooting and resolution codes.• Patched software and installed new versions to eliminate security problems and protect end-user data.• Monitored and maintained various network topologies using network management system BBNMS.• Imparted solutions to network problems and recommended fundamental changes to prevent recurrences.

• Resolved hardware and software issues on end-user devices through diagnosis and troubleshooting.• Installed and troubleshot various versions of Windows Operating systems including Windows XP, Vista, 7, 8, and 10.• Created a dedicated handle for social media customer support and engagement on popular platforms such as Facebook, Instagram, and Youtube.• Supervised technical support leads, made calls, and followed up on electronic and telephone-based technical product support.• Configured and installed printers and scanners while resetting device passwords and configurations to default.• Received outstanding performance ratings in teamwork, customer service, communication skills, and technical problem-solving on yearly performance reviews.