Sukhdev Jassi
Milton Keynes
Summary
IT professional with 6 years of diverse experience in IT operations, service desk support, and desktop engineering. Skilled in hardware and software troubleshooting, resolving complex issues for up to 5,000 users both face-to-face at Tech bar and remotely. Proven track record in managing ticketing systems like Service Now, Ivanti and Fresh Service and supporting enterprise-level applications. Eager to leverage strong technical expertise and customer-focused approach to take on new challenges and continue contributing to efficient IT operations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer
Computacenter (UK) Ltd
12.2022 - Current
- Provides hardware and software support onsite deskside to Windows 10 and Office 2016 environment
- Manages Service Now ticketing system (SNOW), BMC Remedy IT Service Management (ITSM – ticket system), IT Shop to deploy applications, image machines, and manage requests and devices
- Manages Enterprise Appointment Scheduling System (JRNI)
- Supports Pulse VPN and Daimler Emergency VPN, Keepass, Password Vault, Microsoft Authenticator App (MFA), Ping Identity (PingID), Cisco Jabber, PowerBI and Microsoft Teams
- Completes handovers for laptops and iPhone and new starters (troubleshooting on iPhones, Company Portal, Mobile Iron, management profile installation errors, certificates, device enrolment, apple ID, SIM activation, device registration limit reached, application policies on Microsoft Teams not assigned and issues with mapping device records with a user.)
- Troubleshooting network printers, changing toners and fusers.
- Provides comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Troubleshoots and repairs hardware issues ranging from battery, RAM, CPU, motherboard, fan, power supply, AC power cable, keyboard, touchpad, screen, webcam, ports, hard-drive and replaces parts, if necessary, on HP EliteBooks Dell and Lenovo laptops and docking stations, and flat screens audio visual (AV)
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Walked individuals through basic troubleshooting tasks.
- Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
- Documented support interactions for future reference.
- Coordinated with vendors on warranty claims for faulty equipment, reducing costs associated with repairs or replacements.
- Developed detailed documentation for internal procedures and processes to promote consistency among team members.
- Contributed to IT projects, ensuring successful completion within timelines.
- Conducted thorough diagnostics to pinpoint underlying issues, enhancing system reliability.
- Facilitated knowledge transfer sessions, boosting team proficiency in new technologies.
- Installed and configured computer systems and applications, leading to smoother operations.
- Documented technical procedures, allowing for quicker resolution of common issues.
- Assisted in migration to cloud-based services, resulting in improved data accessibility and collaboration.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Managed inventory of IT assets including hardware components to maintain accurate records and ensure compliance with company policies.
- Troubleshooting laptops and iPhones face to face with customers at IT Zone / Tech-bar and deskside support
Service Desk Analyst
City, University of London
03.2021 - 12.2022
- Provided hardware and software support remotely to Windows 10 and MAC machines in an O365 environment, resolved technical issues for students and staff across university sites and those working from home
- Managed Service Now ticketing system, received, and managed incidents, requests promptly within SLA’s
- Managed and supported Microsoft Identity Manager (MIM) to create staff and external accounts, Pulse Secure (VPN), Systems Applications and Products (SAP), Students Information Systems (SITS) and e:Vision, Zoom, AirWatch MDM, Moodle, Solidus phone system Agent, Active Directory (AD)/Group Policy and hundreds of specialist applications, e.g., STATA, Winshuttle Studio, Business Intelligence (BI Query), and Microsoft Visio
- Has understanding and awareness of standards associated with ITIL and data protection
- Firewalls, Wireless, VOIP, Windows Servers 2008/2012/2016, Remote Desktop Protocol (RDP), Quick Assist, Heimdal Thor Endpoint Antivirus Agent, and Bitlocker encryption
- Staffed service points for staff and students face to face first point of contact
- Regularly resolved between 500 - 600 tickets PCM
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
First Line Service Desk Analyst
Teach First
01.2021 - 03.2021
- Managed a wide range of incoming requests and incidents from across the organisation
- Management of ticketing system Fresh Service
- Overviewed the incoming tickets, triaging and prioritising as appropriate providing the customer with a first-class experience
- Supported users in O365, Azure, Active Directory, Teams, Cisco Meraki, SharePoint, Salesforce, Sophos Antivirus Agent, and WatchGuard VPN
- Exposure to O365 Admin
- Accumulated Fresh Service ticket system digital badges for responding with first response and closing tickets same day
- Provided support remotely and in person across regional offices within the UK
- Helped to maintain and ensuring the quality of all documentation and processes relating to the service desk support role including capturing new learning and sharing this knowledge with the team
- Engaged in user support interactions via telephone, and email.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
IT Technical Support Analyst (Systems Operations)
Scania (Great Britain) Ltd
08.2018 - 12.2020
- Monitored and picked up support calls logged for the operations department
- Managed LANDesk / Ivanti ticketing and asset management system
- Software Support - Microsoft Windows 7, Microsoft Windows 10, Microsoft Server 2008, 2012, 2016 as well as Microsoft Office 2010, 2013, 2016, 2019, Citrix XenApp, Citrix VPN, IGEL (Thin Client Environment) UMS console in IGEL server, Cisco Meraki, and exposure to Citrix Director, VMware vSphere and Infoblox environment
- Provided solid troubleshooting and support for DNS, DHCP, TCP\IP model, and Windows 10
- Supported Blue Jeans, Condeco, Microsoft Visio, Microsoft Timeline, and Microsoft Project Manager
- Provided solid troubleshooting and support for on-premises Microsoft Exchange Server, and migration to full Microsoft Office 365 suite of products, Microsoft Teams environment, and MFA / OTP
- Used Microsoft PDQ Inventory and Microsoft PDQ Deploy to manage inventory and deploy software applications
- Hardware installation and network infrastructure support for - PCs, mobile phones, tablets, printers, and laptops
- Imaged business laptops and PCs using MDT server
- Supported conferencing meeting room screens and equipment, Audio and Visual (AV)
- Twice a week supported internal users at onsite Tech-bar and provided deskside support and remote support
- Configured Apple iPhones, iPads, Apple pencils and completed handover to customers
- Apple Air watch administration / Apple Intune administration
- Supported digital tachograph virtual hotel system on VMware environment and tachograph driver card readers
- Supported McAfee ePolicy Orchestrator (ePO) security encryption, antivirus software, and BitLocker
- Mapped network drives
- Reset passwords
- Managed Active Directory permissions, AD objects, users, and machines
- Collaborated with vendors for replacement components
- Removed and replaced malfunctioning components to correct hardware and advanced problems
- Patched software and installed new versions to eliminate security problems and protect data
- Resolved issues with systems, hardware, telephones quickly and accurately
- Engaged end users and answered questions via email, phone, remote desktop, and remote assistance
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or when responded to questions
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Documented all transactions and support interactions in system for future reference and addition to knowledge base
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
Courier Associate
UPS Ltd
10.2017 - 08.2018
- Ensured parcels reached destination and prioritised workload to ensure time commitments were met
- Projected the highest quality UPS image both internally and externally and always provided the highest quality service to customers
Customer Safety Steward
OCS Management Services
05.2015 - 12.2017
- Attended pre-event briefing and undertook pre-match and post-match stand checks
- Communicated with spectators at all levels, particularly under challenging circumstances
Education
Bachelor of Science - Computer Systems And Networking
University of Greenwich
Old Royal Naval College, Greenwich, London, SE1006.2016
High School Diploma -
St. Patricks International College
40 Tower Hill, London EC3N 4DX09.2015
Skills
- Software Installation
- Hardware Installation
- Customer Service
- MAC OS and Windows OS Troubleshooting Configuration
- Troubleshooting, Diagnostics, and Fix
- Technical Issues Analysis and Fix
- System Administration
- Printer and Peripheral Support
- Desktop support and Tech bar
- Hardware and Software Configuration
- Teamwork and Collaboration
- Remote Technical Support
Accomplishments
- Resolved High Volume of Tickets: Successfully handled up to 600 tickets per month, consistently meeting or exceeding SLA targets while providing top-tier IT support for Windows and Mac users.
- VIP and High-Profile User Support: Delivered exceptional face-to-face and remote IT support to VIP customers, ensuring minimal downtime and seamless technology experiences.
- Technical Troubleshooting Expertise: Diagnosed and repaired complex hardware and software issues, including network printers, laptops, and mobile devices, across various enterprise environments (e.g., Windows 10, Office 365, Pulse VPN, Microsoft Teams).
- Training and Development: Proactively completed industry certifications in technologies like Windows 10 and Windows 11, M365, HP, and Lenovo, keeping up to date with the latest IT trends and solutions.
- Cross-Functional Collaboration: Worked closely with vendors, service desk teams, and IT departments to resolve technical issues efficiently, often leading to faster resolution times and increased user satisfaction.
- Tech-Bar & Onsite Support Success: Provided hands-on support at Tech Bars, resolving issues directly with customers, and built strong user relationships by delivering timely and effective desktop support.
Certification
Office 365 – 2024 Version – Digital learning by Skillsoft E-Learning Providers.
09/2024
Desktop: Window 11 - Digital learning by Skillsoft E-Learning Providers.
19/08/2024
Technical: Windows 11 - Digital learning by Skillsoft E-Learning Providers.
14/07/2024
Desktop: Windows 10 - Digital learning by Skillsoft E-Learning Providers.
08/10/2023
Lenovo - RASERVICE - Notebook Tablet, Desktop, and Workstation Authorized Technician
August 2023
HP Commercial and Consumer Desktops, Workstations, and Notebooks Service Qualification (Release 6.0 / 2022) 20/12/2022 to 05/03/2022
Interests
Passionate about self-development, particularly through reading about emerging technologies and working with computers. In my free time, I enjoy playing chess with my son, swimming, cycling, and occasionally socialising with colleagues.
Additional Information
Continuously dedicated to personal development, actively pursuing new skills and certifications through platforms like LinkedIn Learning and Percipio to stay updated with the latest industry trends and technologies.
Affiliations
- LinkedIn Learning
- Skillsoft (Percipio)
- Hewlett Packard (HP)
- Dell Technologies
- Lenovo
- Supporter of Science of The Soul (RSSB) - Occasionally participates in charity events and volunteering.
Timeline
Desktop Support Engineer
Computacenter (UK) Ltd
12.2022 - Current
Service Desk Analyst
City, University of London
03.2021 - 12.2022
First Line Service Desk Analyst
Teach First
01.2021 - 03.2021
IT Technical Support Analyst (Systems Operations)
Scania (Great Britain) Ltd
08.2018 - 12.2020
Courier Associate
UPS Ltd
10.2017 - 08.2018
Customer Safety Steward
OCS Management Services
05.2015 - 12.2017
Bachelor of Science - Computer Systems And Networking
University of Greenwich
High School Diploma -
St. Patricks International College
Office 365 – 2024 Version – Digital learning by Skillsoft E-Learning Providers.
09/2024
Desktop: Window 11 - Digital learning by Skillsoft E-Learning Providers.
19/08/2024
Technical: Windows 11 - Digital learning by Skillsoft E-Learning Providers.
14/07/2024
Desktop: Windows 10 - Digital learning by Skillsoft E-Learning Providers.
08/10/2023
Lenovo - RASERVICE - Notebook Tablet, Desktop, and Workstation Authorized Technician
August 2023
HP Commercial and Consumer Desktops, Workstations, and Notebooks Service Qualification (Release 6.0 / 2022) 20/12/2022 to 05/03/2022
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