Swapneet Kaur 2

Swapneet Kaur
+1-6478945961 | [email protected] | https://www.linkedin.com/in/swapneet-kaur/
Summary
• A highly motivated IT professional with a strong track record of delivering exceptional technical support over 5 years,
specializing in End User Compute (EUC) device troubleshooting and triage, showcasing a meticulous attention to detail.
• Demonstrated ability to investigate and resolve complex technical issues for customers, coupled with a proactive approach to
problem-solving and a commitment to ensuring optimal user experience, and ability to work in fast-paced environment.
• Seeking to apply both technical expertise and leadership skills in a dynamic environment, with a keen interest in embracing
change, adapting to evolving processes, and continuously expanding knowledge to excel in the role.
Education
PG Certificate- Project Management - IT Jan’23 – Aug’23
Seneca College, Toronto, Canada
• Create Project Documents like Project Charter, Project Plan, Project Schedule, Use Case Diagrams, Use Case Specifications,
Project Status Report, Minutes of Meeting, System Development Lifecycle (SDLC), STLC, SWOT Analysis, Business
Requirement, Business Analysis, Strategic Planning, Business Requirement Document, Software Requirement
Specifications, Test Report
• Agile and Waterfall Methodology
PG Certificate – Cloud Architecture & Administrator Jan’22 – Aug’22
Seneca College, Toronto, Canada
• Cloud Infrastructure in Azure and AWS.
• Utilized Docker, Terraform, Ansible and Kubernetes for creating Continuous Integration / Continuous Deployment (CI/CD)
pipelines for AWS Cloud.
• Learned about NAT Gateway, Virtual Machines, Storage Accounts, Load Balancers, SIEM Tools, Security Frameworks like
NIST frameworks, Conditional Access.
B.Tech – Electronics and Communication Engineering Jul’14 – Jun’18
CGC, Punjab, India
Tools and Skills
• Ticketing Tool: Proficient in ServiceNow (SNow) for Incident and Service Request Logging.
• Remote Support: Experienced with LogMeIn, AnyDesk, RDP.
• MDM: Skilled in Microsoft Intune, VMware Workspace One.
• Additional: Familiarity with Zoom, Teams, Microsoft Office 365, Azure Active Directory, Powershell
• Operating Systems: Competent in Windows, MacOS, iOS, Android.
• Documentation: Experience in gathering and completing supporting documents for risk review, managing a technology risk
document repository, and reporting status on Quality Risk Management reviews.
• Excellent Communication Skills (written, and verbal), Interpersonal and organizational skills, work in team as well
independently, problem solving and analytical skills, time management skills.
• ITIL processes: Aware of ITSM processes like Change Management, Incident Management, Problem Management, Service
Level Agreement (SLA), and first call resolution as per the ITIL Framework, Continuous service/process improvement,
Continuity Plan.
• Understanding of networking fundamentals, hardware, software and troubleshooting related to equipment’s utilised by
organisation.
Experience
Gatestone & Co, Toronto Nov’23 – Present
Technical Support Representative
• Engaged with customers via phone to provide meticulous technical support, employing a methodical and logical approach to
troubleshoot their issues promptly during initial contact.
• Resolved diverse technical challenges pertaining to wireless network connectivity, performance optimization, and security,
adeptly diagnosing issues and determining root causes.
• Assisted in the installation, configuration, and deployment of wireless network equipment including internet modems and
cables boxes wirelessly.
• Provided comprehensive technical assistance and guidance to end-users facing wireless network issues, offering both remote
supports.
• Maintained documentation of configurations, troubleshooting procedures and collaborate effectively with cross-functional
teams to escalate issues if required vendor interference.
• Stayed abreast of industry trends, emerging technologies, and best practices in wireless networking through active
participation in training programs, conferences, and acquisition of relevant certifications.
Three of Cups, Toronto, Canada Jun’23 – Aug’23
• Collaborate and communicate effectively with team and stakeholders for the completion of project tasks.
• Ensure the project requirements are met as per the client’s needs with weekly sprints.
• Created an excel tracker such that the team’s works is visible to client.
• Organized a Kiosk desk to collect data from the target audience.
APM Analyst Apr’22 – Aug’22
Digitaiken, Mississauga, Canada
• Responsible for collaborating with SPOCs to get application installation data and upload the data on the Application portfolio
Management Software called Abacus.
• Perform analysis on data previously shared and provide the update to stakeholders.
• Perform weekly scrum meetings to provide update and gain feedback on the data.
• Share the reports to the Management about the update related to the application.
Wipro Limited, Bangalore Feb’19 – Dec’21

Client- Diageo Business Services India
Infrastructure Administrator
• Managing supporting 30000 BYOD Mobile devices enrolled through Intune by diagnosing the enrollment and application
install issues and resolving them in efficient manner through Microsoft Endpoint portal.
• Deploying LOB and packaged applications (MAM), Created Policies, Revoking License through AD user management to
keep the Application compliant as per ITIL framework.
• Performed application routine health checkup by extracting reports and interacting with project teams as per the service
requests.
• Administering more than 50000 Windows and Mac systems enrolled in AirWatch with enrollment, installation, and various
troubleshooting end user issues.
• Create Intelligence reports using different parameters to share with the Project Managers and collaborating with stakeholders
in different Projects or initiatives.
• Deploying Lock Screen profiles, adding devices to Autopilot for OOBE, creating and updating knowledge base articles,
documentation, and SOP (Standard Operating Procedure) and other company documents.
• Escalate issues to the vendors and have been part of troubleshooting steps to be performed.
• Responsible for creating Change requests and get them approved by attending CAB Calls from Change Management Team.
• Collaborate with IT Governance, Risk and Control (ITGC) team to share them SOC Reports and assisting in internal audit,
controls, and compliance such that privacy and regulations are compliant as per Security Framework.
RCS Technologies, Bangalore Apr’18 – Jan’19

Client- Diageo Business Services India
Application Support Analyst
• Research, identify and provide resolution for the incidents and service requests raised by end-user on applications like Zoom,
Box, Quiz and Okta as in house support.
• Assisting end users in resolving issues related to Single Sign On (SSO) and Multi-Factor Authentication (MFA) related issues.
• Management of users by adding and removing them from Active Directory/Azure AD Users and Groups.
• Demonstrated experience in monitoring and supporting desktop hardware components and software problems including
solving customers problems related to upgrade, and install of hardware, software, network, and operating system upgrades in
Windows and MacOS devices.
Professional Certification
ITIL V3 Foundation
Microsoft AZ 900 (Azure Fundamentals)

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Swapneet Kaur

+1-6478945961 | [email protected] | https://www.linkedin.com/in/swapneet-kaur/

Wipro Limited, Bangalore Feb’19 – Dec’21

RCS Technologies, Bangalore Apr’18 – Jan’19

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