Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gurleen Singh

Coventry

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet company goals. Strategic Manager, skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering, and supporting strategic plans. Demonstrated skill in translating technical requirements to business solutions. A successful 6-year record of building positive relationships with internal and external stakeholders.

Overview

11
11
years of professional experience

Work History

Application Support Manager

ParentPay Limited
10.2016 - Current
  • SME member of the major incident team, providing feedback following troubleshooting, and impact analysis.
  • Knowledge sharing via documentation + 1 on 1 training
  • Regular check-ins with the team (1:1), setting goals and objectives
  • Providing consultations to wider teams on new features, existing functionality, and how they could be used to provide the best solution to our stakeholders.
  • Working with different teams across the business and creating a cohesive working environment.
  • Design and develop an extensive toolkit in SQL to troubleshoot and fix application issues,
  • Enforcing best practices for querying databases, problem-solving, handling escalations, and communication within the team.
  • Regular dealings with our commercial and technical partners, ensuring the changes on either side are worked on collaboratively and tested thoroughly to ensure business continuity.
  • Working on new features with various teams in the business.
  • Ensuring all releases and changes are documented and follow a strict change management process.
  • Provide OOH support and support other engineers in event of any OOH major incident.
  • Take personal responsibility to deliver excellent results.
  • Take away learnings from incidents and ensure it is all shared with the team.
  • Work with the NOC team, suggesting improvements and designing new tools to enhance our current monitoring platform.
  • Regular interaction with internal and external customers concerning data exchange and technology integration.
  • Key involvement in ongoing application design, reevaluation, and optimization to keep pace with company growth.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Identified application shortcomings, performing troubleshooting techniques for remediation.
  • Worked closely with management teams to plan, develop and execute technical strategies aligned with the company's vision.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Self-motivated, with a strong sense of personal responsibility.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Applied effective time management techniques to meet tight deadlines.

Application Support Engineer

ParentPay Limited
12.2014 - 10.2016
  • Managed to deliver target OLA for 5 years straight.
  • Increased revenue by charging for certain service requests.
  • Collaborated with multidisciplinary teams to design and implement new technology features.
  • Maximized proficiency in TSQL and TopDesk to prepare and present technical reports and effectively support cross-functional teams.
  • Wrote code fixes for database applications.
  • Addressed technical issues and guided end users through resolution.
  • Supported software integration and implemented maintenance enhancements.
  • Delivered support training to internal and external customers to learn key features of applications.
  • Designed and developed application scripts for troubleshooting application issues.
  • Assisted with the creation of user manuals.

Service Desk Analyst

ParentPay Limited
08.2014 - 01.2015
  • Responded to user operational issues ParentPay applications to enable problem resolution.
  • Researched and identified solutions to technical problems.
  • Highest ticket closure (closed over 100 tickets a day during September)
  • Entered service tickets into the incident tracking system to facilitate faster problem identification and resolution.
  • Entered service tickets into the incident tracking system to facilitate faster problem identification and resolution.
  • Offered assistance in implementing and developing training programs.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Responded to customer inquiries and provided technical assistance over the phone.
  • Engaged in user support interactions via telephone, and email platforms.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Audio Visual Installer

JD Installs (self employed)
01.2012 - 08.2014
  • Started my own business, small but rewarding.
  • Contracted to work with Toys r Us, Coventry AT7 center, Tom White, and MAC constructions.
  • Bespoke installation of high-end home cinema systems.
  • Performed service and system maintenance.
  • Tested and calibrated audio and visual equipment to verify proper operation.
  • Set up projectors, laptops, and microphones for live presentations.

Education

Bachelor of Science - Computer Science And Programming

Middlesex Universtity
City Of London, LND
07.2005

Skills

  • Problem Resolution
  • Application Support
  • Component Replacements
  • Organizational Skills
  • Efficient Service
  • Technical Presentations
  • Collaborative Team Player
  • Security Standards
  • Microsoft Windows and Office
  • Training Material Development
  • Responding to Technical Questions
  • Resolve Technical Problems
  • Data Manipulation
  • Friendly and Patient
  • Knowledge Base
  • Service Desk Team Management
  • Defect Analysis and Resolution
  • Analytical and Methodical
  • Training and Development
  • Decision-Making
  • Flexible and Adaptable

Timeline

Application Support Manager

ParentPay Limited
10.2016 - Current

Application Support Engineer

ParentPay Limited
12.2014 - 10.2016

Service Desk Analyst

ParentPay Limited
08.2014 - 01.2015

Audio Visual Installer

JD Installs (self employed)
01.2012 - 08.2014

Bachelor of Science - Computer Science And Programming

Middlesex Universtity

Similar Profiles

CREATE PROFILE
Gurleen Singh