Kevin Haripersaud Email & Phone Number

Toronto, Ontario, Canada

- Manage and maintain the service portal, service catalogue, workflows, catalogue items, and UI pages to ensure efficient and effective IT service delivery.- Collaborate with cross-functional teams to ensure seamless service delivery and support, facilitating effective communication and knowledge sharing. - Handle and fulfill all service requests assigned to the Service Desk including user onboarding/offboarding, access requests, ensuring timely fulfillment and adherence to service standards.- Monitor and manage service level agreements (SLAs) to ensure service quality and meet customer expectations.- Providing technical support and assistance to end-users, troubleshooting issues, and resolving problems.- Act as the primary contact and escalation point for customer queries and issuesManage all ITSM mailboxes ensuring requests/tasks/inquiries are promptly actioned – includingo Incident Management Mailboxo Change Management Mailboxo Service Desk Mailboxo Problem Management Mailboxo IT Communications & Reporting Mailbox- Monitor and analyze service performance metrics and key performance indicators (KPIs) to identify areas for improvement and ensure adherence to service level agreements (SLAs).- Participate in service improvement initiatives, conduct service reviews and user access reviews, and recommend process enhancements and automation opportunities to optimize service delivery.- Provide training and guidance to end-users and IT staff on IT service management processes, tools, and best practices as needed- Ensure a strong and up to date understanding of AGF’s business operations. - Conduct IT service quality assurance, monitor and analyze performance issues. - Plan and implement IT Service Management processes, software, and tools to optimize IT service delivery and reduce costs. - Create and maintain documentation for service management activities. - Produce relevant business metrics.

Toronto, Ontario, Canada

Help support clients by providing information technology skills including troubleshooting and diagnosing software/hardware/networking related issuesSupport onsite and offsite events by providing technological and audio/video support for the organization Create documentation and guides for other employees to utilize to better assist other users within the business Perform hardware/software troubleshooting for laptop and mobile devicesManage devices through company portal applications like MS Azure, InTune and Microsoft Software Center Configuration ManagerRecord and track incidents, catalog tasks and requests using AGF ServiceNow

Mississauga, Ontario, Canada

Responsible for maintaining and cleaning equipment used for production, trained other employees on different equipment to improve workflow, made suggestions and ideas for minimal downtime

Mississauga, Ontario, Canada

Was responsible for mechanical and electrical repairs on various vehicles, commercial and personal. Performed repairs on Canada Post vehicles and helped manage the contract at the time. Helped and taught team members on various tools and systems to better assist in completing work quicker.

Bachelor Of Commerce - Bcom, Business Administration And Management, General

Degree, Electromechanical Engineering, 3.0

Learned to design, build, implement, diagnose, and repair various electromechanical systems including hydraulic, pneumatic, mechanical.