Amrit Singh

As a tier 2 support technician, I handle complex technical issues, manage escalations, manage system maintenance, provide user training and support, management of software and hardware, ensure security and compliance. 𝙈𝙮 𝙎𝙞𝙜𝙣𝙖𝙩𝙪𝙧𝙚 𝘾𝙤𝙣𝙩𝙧𝙞𝙗𝙪𝙩𝙞𝙤𝙣𝙨 𝙄𝙣𝙘𝙡𝙪𝙙𝙚: • Handled tier 2 support tickets using the Ivanti ticketing system and ControlUp (RMM) tool, and Citrix DaaS for both onsite and remote users ensuring timely resolution and accurate documentation. • Supported end-users with desktops, laptops, mobile devices and software, and hardware issues. • Delivered enterprise Windows 11 lifecycle services by deploying and upgrading systems, supporting end users, and maintaining accurate hardware inventory records. • Utilized Microsoft Intune to pre-provision and set up new computers and reimage existing computers ensuring all devices receive mandatory corporate apps and security updates before deployment to employees. • Utilized Microsoft Azure to perform and set up multi-factor authentication. • Managed inventory and procurement of all hardware assets using FlexNet Manager Suite. • Administered and utilized Microsoft Active Directory to perform user password resets, account unlock, and other relevant tasks. • Coordinated communication with other coworkers, employees, vendors, and escalate unresolved issues to higher-tier support when necessary. • Coordinated and executed device backups to ensure all user data is securely stored on cloud servers. • Provided support and setup for video conferencing in conference rooms, meeting rooms, and events – both Zoom Rooms and Teams Rooms.

I completely lead testing and refurbishing of IT equipment such as desktop computers, laptops, Chromebooks, mobile devices, servers, and network equipment for resale. I also plan, coordinate, and execute IT projects focusing on infrastructure upgrades and technology integrations. 𝙈𝙮 𝙎𝙞𝙜𝙣𝙖𝙩𝙪𝙧𝙚 𝘾𝙤𝙣𝙩𝙧𝙞𝙗𝙪𝙩𝙞𝙤𝙣𝙨 𝙄𝙣𝙘𝙡𝙪𝙙𝙚: • Maintained accurate records of all IT assets and ensured compliance standards for data wiping, security, and environmental responsibility. • Recruited, onboarded, and supervised new IT technicians. • Managed IT department and infrastructure, enhancing procedures and documentation to meet compliance standards. • Directed a team of technicians to ensure all IT assets met quality and performance benchmarks before entering the remarketing channel. • Served as an escalation point for IT technical issues and worked closely with a managed service provider (MSP) to resolve issues. • Evaluated hardware performance and resale metrics, maintaining detailed reports for auditing purposes. • Established and managed relationships with vendors, suppliers, and partners to enhance IT solutions. • Collaborated cross-functionally to meet clients' specific project requirements and coordinated with the Inventory and Logistics team for efficient flow of IT assets through the refurbishment process.

As tech support, I managed and oversaw IT Services for local individuals and small businesses in the Bay Area and Sacramento area. I also provided detailed consultation and training on IT software and hardware. 𝙈𝙮 𝙎𝙞𝙜𝙣𝙖𝙩𝙪𝙧𝙚 𝘾𝙤𝙣𝙩𝙧𝙞𝙗𝙪𝙩𝙞𝙤𝙣𝙨 𝙄𝙣𝙘𝙡𝙪𝙙𝙚: • Conducted thorough diagnostic and troubleshooting of computers, network equipment, mobile devices, and printers. • Installed, configured, ensured proper functioning, and performed regular maintenance on all types of printers. • Set up and configured new devices including computers, mobile devices, and networkable devices for initial use. • Created and configured custom business email accounts using Google G Suite and Microsoft Office 365. • Installed software, operating systems, applications, and drivers on Windows, Mac, and Chromebook devices. • Conducted PC tune-ups and optimizations by uninstalling unnecessary software and removing virus/malware. • Implemented and set up Smart Home devices such as lighting, doorbells, and thermostats • Provided repair services for desktops and laptops running Windows and macOS operating systems • Implemented and configured complete network setups for homes and businesses, both wired and wireless. • Deployed data backup systems for critical data backup. • Conducted basic data transfers and backups between systems. • Deployed and provided ongoing support for conference rooms and conference equipment, including Google Meet and Zoom Rooms. • Implemented and supported home theater systems by mounting TVs/projectors/speakers, connecting audio and video equipment, and connecting devices to networks. • Installed and supported security/surveillance systems and cameras for homes and small businesses.

I served as the primary point of contact for IT Support at Sunrun's local branch in the Sacramento area, collaborating closely with the IT manager to implement IT policies, procedures, and system controls. 𝙈𝙮 𝙎𝙞𝙜𝙣𝙖𝙩𝙪𝙧𝙚 𝘾𝙤𝙣𝙩𝙧𝙞𝙗𝙪𝙩𝙞𝙤𝙣𝙨 𝙄𝙣𝙘𝙡𝙪𝙙𝙚: • Oversaw procurement, asset, and inventory management of all IT hardware and software, ensuring optimal functionality and compliance with company standards. • Diagnosed and resolved software application issues, providing expert recommendations for corrective action to improve overall system performance. • Provided advanced troubleshooting support to both onsite and remote users, ensuring prompt resolution of all IT-related tickets. • Conducted hardware repairs on computer systems, effectively troubleshooting, diagnosing, and resolving issues to restore systems to optimal functioning. • Managed proper e-waste recycling and disposal of all IT assets, verifying the secure wiping or parting-out of systems to safeguard company data. • Coordinated with internal networking team to facilitate mandatory systems upgrades to the corporate network and telephony system, seamlessly updating hardware, software, and applications with no disruption to business operations.

In this role, I monitored and managed corporate applications to ensure daily back-up, updates, and vulnerability scans were executed. I also administered G Suite, Centrify, Okta, Druva, and Sophos to enhance system functionality and user experience. I developed internal technical documentation, including manuals and IT policies, to streamline processes. 𝙈𝙮 𝙎𝙞𝙜𝙣𝙖𝙩𝙪𝙧𝙚 𝘾𝙤𝙣𝙩𝙧𝙞𝙗𝙪𝙩𝙞𝙤𝙣𝙨 𝙄𝙣𝙘𝙡𝙪𝙙𝙚: • Implemented necessary patches, updates, and upgrades to meet security compliance standards. • Directed continuous improvement projects to enhance IT operations, decrease resolution times, and provide quality customer service to internal users. • Collaborated with IT Manager to onboard new team members, provide training, and oversee daily performance. • Managed Zoom Rooms, conducted daily system checks, and performed preventative maintenance to ensure seamless conference room operations. • Utilized MDM tools like JAMF, AirWatch, and Meraki Systems Manager to manage and support corporate devices, enhancing user experience. • Installed, maintained, and upgraded networking equipment to provide maximum uptime for users and support company growth. • Led training sessions for over 50 employees on IT tools, policies, and procedures as part of New Hire onboarding..

As Desktop Support, I conducted hardware upgrades, including memory, storage, and battery upgrades on Windows and Mac devices to optimize performance and functionality. 𝙈𝙮 𝙎𝙞𝙜𝙣𝙖𝙩𝙪𝙧𝙚 𝘾𝙤𝙣𝙩𝙧𝙞𝙗𝙪𝙩𝙞𝙤𝙣𝙨 𝙄𝙣𝙘𝙡𝙪𝙙𝙚: • Executed software upgrades on Windows and Mac devices, including applications, firmware, support utilities, and drivers, to enhance system capabilities and security. • Configured, troubleshooted, and supported wired and wireless networks to minimize downtime for end users, ensuring uninterrupted connectivity and productivity. • Provided comprehensive technical support for a key client of CloudAvail Technology Consulting, ensuring seamless operations and client satisfaction. • Collaborated with desktop support manager to swiftly resolve user and client technical issues, enhancing productivity. • Delivered user support, consulting, and streamlined processes for optimal utilization of computers, printers, phones, software, and other applications to enhance efficiency. • Conducted New Hire on-boarding by setting up Windows and Mac systems, providing new hire documentation, and facilitating a smooth transition for new employees to start work promptly. • Managed Employee Exit procedures by backing up exited employee data and ensuring closure of all accounts, maintaining data security and confidentiality. • Diagnosed and resolved software and hardware issues on Windows and Mac devices, including booting, system performance, and peripheral connectivity problems, guaranteeing uninterrupted workflow for end users. • Created detailed documentation on installation procedures for various applications, hardware, support utilities, and drivers to assist users in navigating technical processes effectively. • Installed and maintained local network printers, ensuring availability of print paper and toner for seamless printing operations on all machines.