Gaurav Singh

Detail-oriented IT Support Specialist with hands-on experience in system troubleshooting, user support, and network infrastructure. Certified in Microsoft 365 and Azure Fundamentals, with a solid foundation in Active Directory, Windows Server, cloud platforms, and help desk tools. Proven track record of improving IT processes, resolving technical issues efficiently, and delivering excellent customer service in fast-paced environments

Work Experience

Account/Technical Support

Sutherland Global / June 2024 - Present ( Edmonton, Alberta )

Provided Tier 1 support for diverse platforms (mobile, TV, web), resolving IP, device compatibility, and account-related issues with speed and precision. Leveraged strong problem-solving and communication skills to handle inbound queries via phone, email, and chat, ensuring a smooth customer experience. Collaborated with cross-functional teams to tackle complex cases and maintained meticulous service documentation, driving data-backed improvements in support processes.

Technical Support/Customer Service Support

Swiss Chalet / Mar 2022- Feb 2024 (Charlottetown, PEI)

Bridged customer service excellence with hands-on technical expertise to ensure smooth restaurant operations. Troubleshot and maintained POS systems, computers, and printers, reducing downtime and improving system reliability. Delivered hardware/software updates, trained staff on technology best practices, and streamlined order processing to boost efficiency and accuracy. Balanced guest-facing responsibilities with backend technical support, ensuring both operational continuity and exceptional customer experiences.

IT Intern

Herzing Collage / Aug 2021 - Jan 2022 ( Montreal, Quebec )

Provided technical support for college students and staff, resolving hardware malfunctions, software issues, network problems, and printer errors. Assisted in setting up and configuring laptops, user accounts, and email systems for new students, ensuring secure and efficient access. Supported system updates, security patches, and troubleshooting across Microsoft Teams, SharePoint, Stream, Azure Active Directory, and the Office 365 Suite. Collaborated with the IT team to document and report system issues, contributing to long-term service improvements.

Help Desk Support Technician

TVS Motors Company /Jul 2018 - Aug 2019 ( Mukerian, Punjab, India)

Delivered frontline IT support at TVS Motors, resolving daily technical issues to keep operations running smoothly. Troubleshot and repaired printer connectivity, driver, and hardware problems, ensuring reliable access to essential documentation. Assisted with workstation setups, software installations, and network configurations to provide secure, fully operational systems. Guided employees on IT tools, password resets, and access troubleshooting, reducing downtime and boosting productivity. Demonstrated adaptability, problem-solving, and clear communication in a fast-paced business setting

Part Time Experience

Production Support Associate

Cook it /Oct 2020 - Mar 2021 ( Montreal, Quebec )

Managed food recipe preparation based on customer specifications while ensuring product quality and accuracy. Operated warehouse machinery to support the full supply chain process, from inventory handling to order fulfillment. Utilized scanning tools for shipment tracking, conducted quality checks on labeling, and maintained special “à la carte” requirements for high-priority customers, ensuring timely and precise deliveries.

Overnight Fulfillment Associate

Walmart / Oct 2019 - Sep 2020 ( Laval, Quebec )

Handled product stocking and physical inventory using RF scanners to ensure accurate tracking and record-keeping. Sorted and organized products based on team lead requirements, following inventory management procedures to maintain efficient warehouse operations and product accessibility.

Skills

1. Troubleshooting & Problem-Solving
Diagnosing and resolving hardware, software, and network issues efficiently.

2. Operating System Administration
Hands-on experience with Windows, macOS, and Linux environments, including installation, updates, and configuration.

3. Networking Fundamentals
Understanding TCP/IP, DNS, DHCP, VPNs, and basic firewall/router configurations.

4. User Account & Access Management
Managing credentials and permissions in Active Directory, Azure AD, or similar systems.

5. Hardware Installation & Maintenance
Replacing components, setting up workstations, printers, and peripherals.

6. Software Installation & Configuration
Deploying applications, applying updates, and ensuring compatibility.

7. Remote Support Tools
Using tools like TeamViewer, AnyDesk, Microsoft Quick Assist, or RDP for remote troubleshooting.

8. IT Security Best Practices
Applying antivirus, patch management, MFA, and data protection measures.

9. Customer Service & Communication Skills
Explaining technical solutions clearly to non-technical users and maintaining professionalism under pressure.

10. Documentation & Ticketing Systems
Using systems like ServiceNow, Jira, or Zendesk to log, track, and resolve issues effectively.