Sukhveer Kaur Dhaliwal

As an IT Level 1 Support Specialist, my primary responsibilities included providing first-line technical support to end users. I efficiently managed an average of 40-60 support calls per 8-hour shift, with each call lasting approximately 5-6 minutes. Key duties included:

• Responding to and troubleshooting technical issues related to hardware, software, and network connectivity.
• Managing user account details, including updating information and ensuring proper access permissions.
• Resetting passwords and guiding users through secure password recovery processes to maintain system security.
• Logging, categorizing, and prioritizing all support requests in the ticketing system for effective tracking and follow-up.
• Escalating complex issues to higher-level support teams when necessary, ensuring prompt and efficient resolution.
• Maintaining clear and concise communication with users to provide updates and instructions.
• Ensuring high customer satisfaction by consistently delivering solutions in a timely and professional manner.

This experience honed my multitasking abilities, attention to detail, and effective problem-solving skills in a fast-paced environment.

• Demonstrated a proactive and detail-oriented approach in conducting rigorous assessments to identify potential security problems at designated sites
• Exhibited a high level of attentiveness and expertise in operating X-ray screening equipment, ensuring the thorough identification of potential risks on individuals, luggage, and personal items
• Displayed strong coordination skills by effectively liaising with local law enforcement and federal investigators, contributing to the successful apprehension and securement of individuals involved in illegal activities
• Maintained excellent communication skills in interacting with the public, providing clear instructions, outlining policies, and promptly addressing inquiries and concerns with professionalism and courtesy

• Demonstrated keen observation skills by identifying potential security concerns in airport, rail, and mass transit settings, leading to thorough investigations and comprehensive checks
• Ensured the safety of the traveling public by conducting meticulous tests for explosives residue, providing top-notch protection against potential threats
• Proficiently operated X-ray screening machines and utilized various tools to effectively screen individuals, containers, and personal belongings, successfully identifying potential hazards and weapons
• Collaborated seamlessly with local law enforcement agencies and federal investigators, playing a vital role in supporting safe fugitive apprehensions and coordinating investigations
• Interacted professionally and confidently with the public, delivering clear directions, explaining rules and regulations, and promptly addressing inquiries, fostering a positive and informed environment

• Generated help desk tickets, effectively troubleshooting and resolving desktop issues to ensure smooth operations
• Managed and maintained over 200 company computers, diligently monitoring, configuring, and maintaining both hardware and software systems
• Played a key role in the development process by creating and testing new product offerings before their release, aiding the development team in identifying and addressing bugs
• Provided comprehensive training to new customers, enhancing overall customer satisfaction
• Streamlined payment collection methods from vendors and customers, ensuring efficient cash inflows and timely payments
• Orchestrated efficient large-scale software deployments to Dominos Australia
• Reviewed project specifications and designed technology solutions that met or exceeded performance expectations
• Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities
• Introduced agile methodologies and development best practices to division to enhance product development
• Consulted regularly with internal customers on application development project status, new project proposals and software-related technical issues and collected feedback to address client's concerns