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.
• 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.
• 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.

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.
• 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.
• 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.
• 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.

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.