Harjinder Singh
Aintree,VIC
Summary
Proficient and detail-oriented Information Systems Specialist with over 5 years of experience supporting and optimising complex business computing environments, with a strong focus on EdTech systems. Skilled in managing and maintaining Synergetic CRM applications, SQL Server databases, and Schoolbox platforms across cloud and self-hosted environments. Experienced in Level 2 technical support, software integrations, SIS migrations, and GitHub-based upgrades. Adept at ensuring data integrity, system performance, and seamless user experiences. Known for strong analytical thinking, stakeholder engagement, and problem-solving abilities, with excellent communication and interpersonal skills. Highly adaptable team player, dedicated to continuous learning and delivering successful project outcomes in growth-focused environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
TECHNICAL SUPPORT SPECIALIST
SCHOOLBOX
04.2024 - Current
- Execute end-to-end platform upgrades using GitHub for both cloud-hosted and on-premise environments, ensuring minimal disruption and full system integrity during deployments.
- Lead onboarding processes for new educational institutions, establishing secure connections between their Student Information Systems (SIS) and the Schoolbox platform, and configuring user authentication, provisioning, and access management protocols.
- Synchronise user accounts and data between various SIS platforms and Schoolbox to ensure accurate, real-time access and seamless user experiences for students, staff, and administrators.
- Manage complex SIS migrations, transitioning schools from legacy or outdated systems to modern, efficient platforms, while safeguarding historical data integrity and ensuring business continuity.
- Integrate a wide range of third-party applications, including tools such as Intellischool, Turnitin, and other EdTech solutions, customising integrations to meet each school’s specific pedagogical and operational needs.
- Provide advanced (Level 2) technical support, troubleshooting and resolving escalated issues related to performance, user access, data synchronisation, and system configuration for multiple client institutions.
- Collaborate cross-functionally with development, customer success, and implementation teams to deliver high-quality service and support, contributing to a positive client experience and continuous improvement of Schoolbox services.
LEVEL 2 SUPPORT SPECIALIST
EDUCATION HORIZONS
05.2023 - 04.2024
- Delivered intermediate technical support to clients, including Premium Support customers, ensuring timely issue resolution and escalation as needed.
- Provided client education and recommendations to enhance system usability, performance, and satisfaction.
- Supported and guided Level 1 support teams, collaborating cross-functionally to resolve client tickets efficiently.
- Authored and maintained knowledge base articles to strengthen team resources.
- Maintained a client-first approach, emphasizing responsiveness and respect.
- Took ownership of ticket resolution within scope, driving solutions and continuous improvement.
- Committed to ongoing learning to maintain expert knowledge of current systems and new features.
- Proposed process improvements to enhance support efficiency and client value.
- Contributed to positive Net Promoter Scores through consistent service excellence.
INFORMATION SYSTEM SPECIALIST
ST. CATHERINES SCHOOL
12.2020 - 07.2022
- Developed and maintained databases to support information retrieval and reporting processes.
- Implemented software updates and patches to enhance system performance and security.
- Managed School Information Systems operations, including Synergetic, Track One, Caremonkey, and Formstack, ensuring availability and usability.
- Developed and maintained dashboards, forms, and reports using Crystal Reports, SQL, and Power BI to support data-driven decision making.
- Participated in requirements gathering to align IT solutions with business needs.
- Utilised data visualization tools to communicate insights effectively.
- Designed and implemented databases and online applications in line with strategic plans.
- Collaborated with business and education teams to analyze data and define targets.
- Regularly updated system documentation and identified opportunities for technology enhancements.
- Worked with business leaders to prioritize and address key issues through data analytics.
ICT SUPPORT TECHNICIAN
ST. CATHERINES SCHOOL
06.2018 - 12.2020
- Managed incoming technical support requests, providing troubleshooting and expertise to support classroom and remote learning technologies.
- Coordinated warranty and insurance repairs, liaising with service providers to meet SLAs.
- Administered ICT and network assets, supporting systems configuration and maintenance.
- Assisted Systems Administrator with network and data infrastructure tasks.
- Acted as primary contact for users needing technical issue resolution via multiple communication channels.
- Supported data management tasks, including imports and reporting.
- Delivered end-user training to increase productivity and effective IT use.
Installed and configured software, printers, and networks school-wide. - Managed onboarding/offboarding processes, including account setup and device preparation.
- Administered user accounts and access in Active Directory and Microsoft 365.
- Monitored network traffic, firewalls, email systems, and antivirus solutions
LEVEL 1 TECHNICIAN
TRIDENT COMPUTER SERVICES
11.2017 - 06.2018
- Evaluated hardware and software to optimize system performance and reduce lag.
- Prepared and imaged computers for integration into company networks.
- Installed, maintained, and repaired complex hardware and software applications.
- Managed equipment inventory for essential parts and supplies.
- Used diagnostic tools to identify hardware failures and perform replacements.
Education
Bachelor of Information Technology -
Melbourne Polytechnic
Melbourne, VIC01-2017
Diploma of Computing -
Deakin University
Melbourne, VIC03-2014
Skills
- Database & Reporting:
Proficient in SQL Server, Power BI, and Crystal Reports for data querying, analysis, visualization, and custom report creation - CRM & Systems Management:
Experienced in Synergetic CRM and Salesforce administration, ensuring data integrity and optimising user access and system performance - Technical Support & Documentation:
Skilled in Level 2 technical support, troubleshooting, and creating detailed technical documentation Familiar with Zoho Desk and JIRA for ticketing and collaboration
- Cloud & Infrastructure:
Hands-on experience with Microsoft Azure and Office 365 administration, including user management, identity services, and cloud integrations - Productivity & Collaboration Tools:
Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, SharePoint) and Adobe Creative Suite for documentation and presentations - Analytical & Communication Skills:
Strong problem-solving, data validation, and critical thinking abilities, coupled with effective stakeholder communication and team collaboration
Certification
- Microsoft 20761 – Querying Data with Transact-SQL
- Power BI Fundamentals (Beginner Level)
- Crystal Reports Developer Certification
Timeline
TECHNICAL SUPPORT SPECIALIST
SCHOOLBOX
04.2024 - Current
LEVEL 2 SUPPORT SPECIALIST
EDUCATION HORIZONS
05.2023 - 04.2024
INFORMATION SYSTEM SPECIALIST
ST. CATHERINES SCHOOL
12.2020 - 07.2022
ICT SUPPORT TECHNICIAN
ST. CATHERINES SCHOOL
06.2018 - 12.2020
LEVEL 1 TECHNICIAN
TRIDENT COMPUTER SERVICES
11.2017 - 06.2018
Bachelor of Information Technology -
Melbourne Polytechnic
Diploma of Computing -
Deakin University
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