elora saied (URMI)

More than 12 years of experience in the IT field has allowed me to support, maintain and work with numerous types of technologies including Network, Software and System Support. Recognized and awarded for outstanding performance, top-of-the-line customer service, Influential work habits and Leadership skills. 

More than 12 years of experience in the IT field has allowed me to support, maintain and work with numerous types of technologies including Network, Software and System Support. Recognized and awarded for outstanding performance, top-of-the-line customer service, Influential work habits and Leadership skills. 

Summary of Skills: 

• Strong customer service 
• End-user Support
• Root Cause Analysis 
• Proactive Leadership
• Experienced in Service Now, Remedy, Pivotal, Track IT, I-care
• Knowledge of Windows 7/Windows 10
• MS Office 2003 /2007 /2010/ Office 365, Citrix, PMTS, STORMS.
• Familiarity with Azure, Active Directory, SCCM, Network Technologies/Protocols
• Skilled in troubleshooting software and hardware problems 

EXPERIENCE:

Team Lead – IT Technical Support Cognizant Canada (September 2021 to May 2023)

• Perform Call queue monitoring and manage SLA 
• Perform as the first point of contact for all users through phone/teams/email and in person 
• Deploy Windows client updates using Microsoft Configuration Manager
• Troubleshooting issues related to MDM agent on mobile devices (iPhone/Android)
• Troubleshoot issues related to VPN/Microsoft Office/O365/Citrix/printer/hardware and software and all other issues through the remote-control viewer 
• Manage Onboarding /Offboarding access related issues, Software Push through SCCM 
• Update hourly report all-day 
• Send any TIS communications that need to send out 
• Send weekly misrouted ticket report, Update Weekly Performance & Productivity Report through service now
• Review and approve KB article
• Monitor sudden surges in call volume to identify and flag a ticket as PMI/Parent and collaborate with the incident management team 
• Run a weekly report for all edging tickets in ServiceNow
• Perform random QA analysis for calls and provide the DSAT survey to agents 
• Update ACW(after call work), Call handled, ServiceNow ticket –Report through Cisco
• Working with Incident management and change management team weekly to monitor any change and notify the Service Desk team if there is any outage.
• Support Executive level users with all their technical issues and escalate.

Senior Technical Support Analyst Enbridge Inc. (January 2015 to September 2021)

• Address and resolve incidents and requests as the first point of support (for 3 different Business Units (LP, USPL and EGD), engage other service desk resources or appropriate service resources to resolve incidents.

• Initial point of contact for all Swift link / OM2 user’s access requests. Assist Vendors by providing 1st call resolution, ensuring proper ticket routing to 2nd and 3rd-level support including outage reporting and processing incoming tickets/emails from end users. 

• Provided written reports and documentation to management

• Provided regular training opportunities to keep Help Desk staff technologically up to date.
• Followed up on support issues with customers to ensure that problems are resolved, and customer service is improved.

• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, promptly communicating progress, and handling customers professionally.
• Manage Onboarding /Offboarding Task Queue, Software Push through SCCM
• Work as part of the Escalation team.
• Provisioned Virtual Machine (VPC) through vSphere.
• Troubleshoot the mobility issue (iPhone) by using MobileIron
• Ensure the end-to-end customer experience and provide a single point of contact for customers.

• Analyze and resolve incidents regarding application software or hardware used by using a Remote-control viewer. 

• Document resolutions and update self-help and staff knowledge base (KB).

TUC Managed IT Solution, Senior Service Desk Analyst of Toronto Hydro &Team lead to Juniper (Nov2011 to Nov 30th, 2014)  

• Assist supervisor in quality assurance evaluations of front-line agents

• Assist in the onboarding and training of new Service Desk Agents

• Conduct weekly one-on-ones and group meetings with staff

• Attend bi-monthly managers/directors meeting to provide project status

• Provide weekly phone and ticket metrics to upper management by running reports via Cisco Historical Reporting and ticketing system
  
   
• Support customers of Toronto-Hydro, Juniper Network, IBM, and GHS by interfacing with internal support teams in providing resolution to complex issues. 

• Provide technical support for the customer with the help of different ticketing systems like service Now, Remedy, I Care and Pivotal. Follow the escalation process with the different support teams as required

.

Arbor Memorial, Senior IS Help Desk (April 2011-July 2011 - Contract)

• Respond to all phone and email incidents and requests for help from IS’s customers resolving the majority within FCR.

• Manage the problem resolution process in all cases, logging every request/work order, updating progress, completion and following up with the user.

• Administer RSA Key fobs, Cisco Guest Wireless and Active Directory by creating, enabling, disabling, unlocking accounts and resetting passwords.

• Support the Technical Administrator by performing administration tasks and backing up, when required.

          Bank of Montreal (BMO), Senior Service Desk Analyst (Nov 2010- April 10’ 2011)

• Assist in troubleshooting user problems by remotely connecting to the user’s PC through Dame Ware Mini Remote control. relating to Operating System issues (Win XP and Win 7), network Connectivity, TCP/IP configuration, upgrades, Blackberry (Bold & Torch) activation through the Desktop Manager, MS Office products and Internet connectivity - Performed upgrades, installation of software and drivers and essential desktop troubleshooting. 

• Install logical printers on a print server and prepare the print server to host clients. Troubleshooting hardware peripherals like printers’ modems etc.

• Arrange user rights and permission, disable and enable accounts, file and folder permissions and configure security templates as per need in Active Directory.

EDUCATION: 

Bachelor in computer science and Engineering (Jahangirnagar University, Dhaka, Bangladesh) Post-Graduation in Advance Engineering & Networking                  

      George Brown College, Toronto, ON, Canada.

CERTIFICATION:

CompTIA A+

Cisco Certified Network Associate (CCNA)                                           

Cisco Voice over IP (C-Voice)     

Cisco IP Telephony 

ITIL V3 certification 

Post Graduation in Advance engineering 

George Brown college