Gursev Bajwa

Responsible for providing administrative tasks such as onboarding and off boarding users in AWS, Azure and ETL tools such as Fivetran, dbt, Looker etc. via tickets. Assisting with Projects as assigned.

Troubleshoot; resolve basic issues, complex technical & non-technical end user questions over the phone and email in a dynamic environment for wireless mobility products. • Ensuring accurate troubleshooting and resolution into the REMEDY ticketing system. • Coordinate the escalation of unresolved issues. • Analyzing support issues and trends and collaborating on mitigation efforts. • Learn technical features functions and applications used by the mobile devices • Continuous learning of new functions and developing expert level of knowledge in the mobility technologies. Knowledge of Blackberry 10, iOS, iPhone & iPad and Mobile Device Management (MDM) suite

Responsible for basic data engineering tasks using basic SQL skills to troubleshoot and provide reports to diagnose and resolve basic issues, and to answer complex technical & non-technical questions. Ensuring accurate troubleshooting and resolution into the REMEDY ticketing system. Coordinate the escalation of unresolved issues and Analyzing support issues and trends and collaborating on mitigation efforts. Continuous learning of new functions and developing expert level of knowledge in cloud technologies.

- Handling all incoming calls and emails troubleshooting issues on BlackBerry Smartphone and Blackberry Enterprise Server Software on IBM Domino, Novell GroupWise and Microsoft Exchange Platform for all Premier Customers (including all government and Fortune 500 Companies) - Providing advanced technical solutions, advice and guidance by telephone, web-chat, email and/or in person - Maintaining systems in a lab environment to prototype and test operation of the BlackBerry software, infrastructure and its inter-dependencies, as well as to recreate customer issues for in depth data analysis - Researching and authoring technical articles for submission to the Technical Knowledge Centre - Providing world-class support and reinforcing customer confidence when resolution is yet to be discovered - Playing a key role in beta programs, providing input on feature specs, supportability and quality - Partnering with Development Support / Senior Analysts / Support Account Managers to provide the best support for Premier customers - Excellent communication, interpersonal and customer service skills - Good problem-solving, analytical and research skills

- Making sure that the Service Level Agreement (SLA) doesn’t get breached by making sure that no calls get dropped - Manage a team of 20 by making sure that the team is taking calls - Provide technical support, monitoring, analyzing, and resolving network problems. - Timely reaction to assigned Service Call problem, investigation and diagnosis - Problem resolution as quickly as possible within the target time as defined in the Service Level Agreements (SLA). - Provide timely status updates using progress lines, for each step taken to resolve a Service Call. - Work with vendors as needed to ensure vendor adherence to support contracts Id. - Working with the Equifax Account. - Assisting users with Connectivity issues via VPN, SNA, TCP/IP etc. - Assisting users with resetting passwords and understanding credit reports. - Assisting users with web application from Equifax (Eport). - Demonstrated knowledge of data entry and word processing, with ability to enter large volumes of data quickly and accurately. - Familiarity with relevant legislation, i.e., Highway Traffic Act and regulations, Motor Vehicle Transport Act as that was a part of my Law Enforcement College Diploma Curriculum. - Excellent communication, interpersonal and customer service skills. - Good problem-solving, analytical and research skills. - Good judgment; knowledge of computer-based systems, both PC and mainframe.

- Assisted users with Hardware troubleshooting of servers - Assisted users with Hardware troubleshooting of laptop’s, Tablet PC’s, handheld devices, and Desktop PC’s - Assisted user’s with software troubleshooting of windows o/s such as Win 95/98, ME, 2000/XP and server software

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