Simran Dhatt Email & Phone Number

Surrey, Bc, Ca

• Handle service requests and incidents; identify and prioritize issues; update progress and resolutions.• Manage user accounts and group/system access.• Install, configure, operate, and remove software, hardware, and specialty components.• Configure and support mobile devices (smartphones, tablets, laptops) in person and remotely.• Troubleshoot issues individually and with technical teams to determine root causes and resolve incidents.• Manage site and departmental hardware/software installations, test new installations.• Create user and analyst documentation for technology use, configurations, installations, and resolutions.• Assist users with hardware/software requirements; escalate non-standard requests.• Serve as a technical resource for projects.• Perform assigned tasks and provide updates to the project manager.• Provide end-user orientation and training.• Maintain equipment and software, adhering to security standards and procedures.• Ensure software license compliance.• Work unsupervised on service requests and incidents; supervised on projects and problem investigations.• Understand and report violations of city security policies

Vancouver, British Columbia, Canada

• Answering incoming phone calls and e-mails from City of Vancouver staff requesting technical assistance.• First level troubleshooting of software, laptops, desktops, network devices and mobile devices. Elevates complex and/or high priority problems to the appropriate groups for resolution. • Determining the most effective manner to resolve technical issues for City of Vancouver staff. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with ServiceDesk Specialists and other IT departments when necessary. • Recording required end-user and problem information in ServiceNow which includes creation of new and updating existing tickets with appropriate notations of activities, and closing tickets with resolution upon completion. • Creation of problem tickets involving major system outages affecting a production system and liaising with the responsible IT team and their manager. • Processing and liaising various end-user requests for City of Vancouver staff in ServiceNow for software, hardware, network and system access requests. • Perform Active Directory and SAP account unlocks and password resets.• Software deployment using Active Directory Users and Computers and System Center Configuration Manager (SCCM) and Software Center.• Troubleshooting, configuring and assisting with various software such as Windows 10, Windows 7, Apple iOS, ActiveSync, Microsoft Office (Outlook, Word and Excel), Enterprise-Vault, Adobe Acrobat Pro, Content Manager, Cisco Jabber, Cisco Webex, Google Chrome and various other proprietary applications.• Troubleshooting network issues involving network drives, remote desktop, VPN, WiFi, Ethernet and cellular connectivity.• Creating IT Knowledge Base articles on ServiceNow for City of Vancouver staff. This includes software and hardware instructions, IT processes and troubleshooting steps for common issues.• Works on ServiceDesk and other IT projects as assigned by the ServiceDesk manager.

Delta, Bc

- Ensuring infrastructure networking and computing systems available during production hours- Interacting with operations and IT team to provide analytical and technical assistance for continuous improvement - Managing local technical and non-technical projects to support operations - Implementing or creating policies, procedures, and processes- Installing and configuring computer hardware, software, systems, networks, printers and scanners- Responding in a timely manner to service issues and requests- Maximize availability of all IT equipment and infrastructure through continuous improvement and proactive, preventative maintenance, continuously look to improve equipment efficiencies and cost reductions.- Repairing and replacing equipment as necessary- Providing support locally and remotely (updating trouble tickets submitted by users)

As a warehouse supervisor, my responsibilities are supervising team members, quality, productivity, and safety. And a lot more: • Receive shipments and ensure both quality and quantity• Ensure accuracy of all inventories• Maintain communication with warehouse staff to ensure proper working order• Ensure damaged items disposed properly • Ensure all the associates have sufficient supplies to complete the process

Delta Bc

Information Technology

Master'S Degree, Mathematics