Kiranjeet Saini

● Microsoft 365 Admin: Managing Microsoft 365 accounts, ensuring smooth user access, and providing

assistance with various Office applications. This includes daily help with licensing, user password requests,

account creation and deletion as well as access restrictions or provisioning, etc.

● Microsoft Exchange: Assisting with creation and management of distribution list, mailbox conversion,

mailbox archiving and troubleshooting email-related issues on a daily basis. Also, managed resource

mailboxes, email delegation, and message trace.

● Ticketing System: Self-starter use of the “Freshdesk” ticketing system on a daily basis by efficiently

managing user tickets to prioritize and address IT support requests and incidents while maintaining SLAs,

and maintaining detailed records of resolutions along with accurate time logs for billing with regular

updation of knowledge base.

● Network Troubleshooting: Diagnosing and resolving basic network issues, including connectivity problems

and escalating any level 2 DNS issues, to minimize downtime.

● Windows Troubleshooting: Addressing user queries and resolving Windows OS-related problems, such as

software installations and system errors relating to Microsoft office applications, resolving device

performance issues and enhancing overall system stability across the Windows 10/11 environment. Also,

proficient in enrolling windows device Intune Autopilot enrolment and CMD terminal.

• Tier 1 IT Support: Provided frontline IT support to restaurant staff, addressing POS system issues promptly and ensuring uninterrupted operations. Moreover, liaise with the network support team to resolve any network-related issues.
• Prominent Customer Service Skills: Demonstrated exceptional customer service, ensuring a positive dining experience and addressing customer concerns with professionalism and empathy envisioning my store to be the highest-grossing store across Canberra city.
• Cooperation Skills: Fostered a collaborative atmosphere among team members, encouraging cooperation and synergy to achieve operational excellence. Regularly addressed questions and concerns by staff members while also gathering any inputs and feedback from the staff members to prioritize the bigger business goal.
• Analytical and Research Skills: Utilized analytical skills to identify operational inefficiencies and conducted research to implement process improvements, resulting in enhanced service quality. Used my analytical and research skills to decrease food waste while increasing the profit margin by reducing costs.
• Communication Skills: Developed and maintained clear and effective communication with both customers and staff, facilitating a seamless flow of information and resolving issues efficiently.
• Leadership: Led and motivated a diverse team, setting performance expectations and leading by example to achieve service goals and maintain high standards.
• Efficiency: Implemented streamlined processes and optimized resource allocation, resulting in increased operational efficiency and customer satisfaction.

• Tier 1 IT and Network Support: Collected and analyzed telecom data, including call volume and network performance metrics. Also, assisted the tech support team with software testing and troubleshooting techniques.
• Prominent Customer Service Skills: Generated reports and provided insights to improve call quality and overall efficiency. Adhered to service-level agreements, consistently meeting or exceeding targets for customer satisfaction and issue resolution.
• Analytical and Research Skills: Collaborated on various projects, including network upgrades and system migrations while conducting research and analysis to optimize telecom services and operational processes.