Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Charanpreet Kalsi

Charanpreet Kalsi

New Delhi

Summary

IT Help Desk Specialist with 4+ years of experience in fast-paced corporate environments, providing technical support across Windows, macOS, Linux, Azure AD, Microsoft Intune, and O365 environments. Skilled in incident management, troubleshooting, and ITSM platforms (ServiceNow, Jira, Freshdesk) with hands-on experience in Active Directory, software deployment, and user account administration. Proven track record of assisting 200+ end users daily while consistently maintaining 99%+ satisfaction ratings. Recognized for reducing client wait times by 20% and improving satisfaction scores by 40% in a single quarter. Dedicated to aligning IT support with business objectives, driving operational efficiency, and enhancing end-user productivity.

Overview

7
7
years of professional experience
1
1
Certification

Work History

User Support Technician

EventConnect
11.2023 - 09.2025
  • Collaborated with cross-functional teams and external vendors to promptly address active incidents, leveraging ITSM software for ticket management and resolution tracking, ensuring minimal business disruption.
  • Configured, diagnosed, and deployed hardware, software, and peripherals (computers, printers, scanners), applying technical expertise with system configuration tools and troubleshooting applications to maintain reliable IT operations.
  • Administered and maintained IT asset records using asset management software's to track equipment, licenses, and supplies, improving inventory accuracy and contributing to cost-effective resource utilization.
  • Maintained master RMS list of users across various platforms, and direct and remote access points.

IT HelpDesk Specialist

Northern Commerce
02.2022 - 11.2023
  • Supported and optimized IT systems to align with business and technology objectives, leveraging monitoring and configuration tools to ensure seamless operations and overall business continuity.
  • Delivered responsive technical support to employees by troubleshooting issues, documenting all service requests in ITSM/ticketing software, and applying strong communication skills to enhance user satisfaction and productivity.
  • Administered user accounts, devices, and access permissions through Microsoft directory services and asset management systems, ensuring secure onboarding, accurate resource allocation, and streamlined access management.
  • Conducted regular reviews of operations and identified areas for improvement.

Help Desk Technician

Shoppers Drug Mart
09.2021 - 04.2022
  • Managed multiple customer service tasks simultaneously using ServiceNow and Salesforce CRM, ensuring timely issue resolution while delivering proactive and high-quality support.
  • Applied strong problem-solving and analytical skills to troubleshoot and resolve customer challenges, leveraging Zendesk and Freshdesk ticketing systems to track cases, document solutions, and improve overall customer satisfaction.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.

IT Support Specialist (Co-op)

Buckland Customs Broker Ltd
01.2020 - 08.2021
  • Fielded and resolved end-user support requests via phone, in-person, and ITSM ticketing systems (ServiceNow, Jira, Freshservice), serving as the first point of contact for technical issues and ensuring prompt resolution with strong communication and problem-solving skills.
  • Led incident management activities as the primary contact for major incidents, coordinating with stakeholders, documenting root causes, and driving efficient resolution to minimize downtime and business disruption.
  • Installed, monitored, and optimized production systems, software, and communication networks, leveraging diagnostic and monitoring tools to maintain high system reliability and performance.
  • Applied ITIL/ITSM best practices for incident, problem, and change management, utilizing tools such as ServiceNow to drive continuous service improvement and enhance IT operational efficiency.
  • Managed high levels of call flow and responded to technical support needs.

Customer Service Representative

Circle K
01.2019 - 05.2021
  • Applied critical analysis and problem-solving skills to swiftly resolve customer issues, directly enhancing satisfaction and improving service outcomes.
  • Effectively prioritized and managed tasks to ensure prompt customer service, consistently meeting and exceeding response and resolution time expectations.
  • Responded to customer requests for products, services, and company information.

Education

Advanced Diploma - Computer Systems Technology

Fanshawe College
London, Ontario
12.2021

Skills

  • Problem-solving expertise
  • Customer service for IT issues
  • Technical Documentation
  • Hardware installation proficiency
  • Skilled in managing inbound calls
  • Voice over IP setup
  • Technical support services
  • Hardware and software diagnostics
  • Troubleshooting
  • System performance optimization
  • Device configuration
  • Automated workflows

Certification

  • CompTIA A+ , CompTIA, Issued September 2023
  • Google IT Support, Google, Issued July 2021

Languages

Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Punjabi
Advanced (C1)

Timeline

User Support Technician

EventConnect
11.2023 - 09.2025

IT HelpDesk Specialist

Northern Commerce
02.2022 - 11.2023

Help Desk Technician

Shoppers Drug Mart
09.2021 - 04.2022

IT Support Specialist (Co-op)

Buckland Customs Broker Ltd
01.2020 - 08.2021

Customer Service Representative

Circle K
01.2019 - 05.2021

Advanced Diploma - Computer Systems Technology

Fanshawe College

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Charanpreet Kalsi