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Harpreet Singh

@harpreetsingh11

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Helpdesk analyst with 6+ years delivering technical support and customer solutions.

Canada

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What I'm looking for

I’m looking for a support role where I can own Level 1/2 helpdesk tickets, troubleshoot hardware/software on Linux and Windows, improve processes with feedback, and deliver exceptional customer experiences in a collaborative team.

I bring over 6 years of experience in support roles where I’ve strengthened my customer service, troubleshooting, and technical assistance skills. I’m known for handling complex inquiries, resolving issues efficiently, and consistently delivering exceptional customer experiences.

In recent work, I’ve responded to Level 2 P2P Helpdesk tickets in the Ivalua Extranet and served as the first point of contact for Level 1 team members and contractors. I’ve supported process improvements by reviewing/updating resources like tickets and email templates, collaborating with P2P Helpdesk and Release Management teams, and contributing to testing and analysis of system issues.

My background also includes hands-on technical support across hardware/software troubleshooting, dual boot setup (Windows/Linux/mac), Linux log investigation, and user administration tasks like add/remove users and password resets. I like working with tools such as Zendesk, JIRA, Confluence, and helpdesk platforms, and I enjoy creating documentation and training to improve the overall support experience.

Experience

Work history, roles, and key accomplishments

Helpdesk Analyst

Shared Services Canada

Apr 2022 - Apr 2024 (2 years)

Responded to Level 2 P2P helpdesk tickets in the Ivalua Extranet and supported Level 1 escalation workflows. Managed user-related admin duties, updated support resources and templates, and assisted with testing and analysis of system issues.

Level I Support Specialist

LineTen Corporation

Feb 2021 - Dec 2021 (10 months)

Provided support to clients via email, chat, and phone by managing escalations with delivery providers. Used JIRA and helpdesk software to log and route issues, and troubleshot Linux logs to find root causes for escalation.

Jira Escalation Management Monitoring System (Ordering Products Enable Disable)Integration Support Order Back End Software Root Cause Analysis

Geek Squad Agent

Best Buy Canada

Oct 2019 - Feb 2021 (1 year 4 months)

Troubleshot and solved hardware and software problems for end users in-store. Performed dual-boot setups (Windows, Linux, Mac), assembled desktops, and installed/configured/troubleshot client software and hardware.

hardware troubleshooting Anti Virus Installation Dual Boot (Windows Linux Mac)Image Application Validation Software Configuration

Technical Support Specialist

OpenText Corporation

Jul 2016 - Sep 2019 (3 years 2 months)

Provided Level 2 technical support for hosted and enterprise systems, troubleshooting errors using Linux commands. Supported e-commerce and communication systems and handled EDI transactions (e.g., orders and transportation).

Trading Grid 16 (TG16)Level 2 Technical Support Citrix Siebel Ticket System HP Operations Manager Unix AS2 FTP HTTP EDI 856

Operations Support Lead

Benevity Inc.

Jan 2011 - Apr 2016 (5 years 3 months)

Coached, motivated, and led the team through process improvements and escalations. Monitored SLA/SLO and phone coverage, managed end-user feedback, and delivered reporting and documentation using support tools.

Zendesk Jira Confluence Secure Site Zoom Documentation Training Problem Tickets