Raj Brar

Experience

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  Boulangeries De France Ltd (Aqcuired by Delice de France)

  Aug 2006 - Sept 2012

  Supervisor

  This role involved maintaining the running of a busy shop located in a busy station while offering the highest levels of Customer Service and satisfaction. Responsibility of making sure the safe and all tills have to correct money in them before start of the shift. Team building by making the staff feel more involved with decisions by taking on board their ideas and inputs. Delegating skills by knowing the staff and their abilities and putting them in the places where they work best. Stock taking and ordering deliveries. Cashing up at the end of the shift and calculating total intake for the shift. Customer Service. Show less

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  Royal Mail

  Dec 2010 - Sept 2014

  IMP Operator

  This role entailed the every day running of the Integrated Mail Processor (IMP) which processes and then sorts all the mail that has come into the mail centre ready to go back out again for dispatching. Competencies gained from this role: Working in a fast paced environment as the IMP processes 28,000 letters plus per hour so always on the move. Knowledge of machine performance and hardware, as occasionally have to carry out machine repairs on parts that have become loose or come apart which affect the machines productivity and therefore the figures. Responsibility as each person is responsible for their section of the machine. Team work to make sure everything is completed swiftly and that everyone does their share to make time and performance better. Eye to hand coordination as having to sort letters and packets to their corresponding postcodes at speeds. Show less

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  Ladbrokes

  Sept 2014 - Nov 2015

  Having to manage Incident Management on a daily basis ensuring sufficient troubleshooting has been completed by analysts before escalating to the relevant resolver group. Competencies gathered under this role included: Team Managing.  Running Training sessions for new and existing staff to get everyone on the same level improving knowledge and call time handling. Confidence building by talking to other teams within the company for updates on tickets or for escalations.  Responsibility as had to open and close the Service Desk when required. Time Management to meet all Service activity targets, following processes to ensure that a high quality of service is provided to both internal and external customers.  Carry out the day to day management of the Office IT infrastructure – including: providing remote desktop support of 2000 employees in head office and all across the country. Organisation and ability to work under pressure when carrying out server checks and bringing servers that have gone down back up. Show less

  • Senior Service Desk Analyst

    Mar 2015 - Nov 2015

  • Service Desk Analyst

    Sept 2014 - Mar 2015
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  Charityshare Ltd

  Nov 2015 - Apr 2018

  The role involves assisting and shadowing the Service Desk Quality and Training Team Leader in handling the learning and professional development of the Service Desk Team. The Senior Analyst provides training to enable the service desk staff to carrying out first line support to analyse knowledge gaps and identify trends that point to training needs or process improvement. The Senior Analyst is required to manage and run individual and group training workshops. Competencies gained from this role include: Expert Technical knowledge relating to both desktop and infrastructure environments – Windows 7-10, Office 2010 and 2016, Office 365, MS Exchange, Network Topologies Significant experience working with call management system to record all calls logged to Service Desk (ICCM) Excellent Training skills Affective communication and ability to explain things well Excellent Customer focus Excellent written and oral communication/advocacy skills Creating and developing training guides and documentation Keeping Knowledge base articles up to date and current Keeping Process Repository up to date and current Designing templates to be used by Service Desk to assist with troubleshooting. Show less The IT Service Desk is the first port of call for users logging faults, requiring information, advice, queries and all matters relating to the use of IT. The IT Service Desk monitors the progress of calls and is responsible for the closure of all calls.Competencies gained from this role include:  MCP Windows 2000/3 Server & Workstation  MCP Windows 2000/3 Exchange  McAfee Endpoint Encryption  Mobile devices i.e. tablets, smart phones, androids  TCP/IP Awareness  Microsoft Exchange 2003/2007/2010  Citrix technology  Windows XP, 7, 2000, NT, 98, 95  McAfee Antivirus  MS Office 2003/2007/2010  Imaging & Standard Build Configurations  ICCM call logging software Active Directory 2000/2003/2008  Remote Access Tokens  Thin Client Technologies  Remote Access Software Show less

  • Service Desk Senior Analyst- Training Assistant

    Jul 2017 - Apr 2018

  • Service Desk Analyst\Deskside Analyst

    Nov 2015 - Jun 2017
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  DBRS

  Apr 2018 - Jan 2020

  IT Support Consultant

  Manage onsite IT Support for the London Office and provide remote support for all other global offices. Supporting 500 users globally.Troubleshooting Microsoft Office (Office 365, 2013 & 2016 applications)/Virtual Desktop (VMWare/AWS Workspaces) and several 3rd party apps. Maintaining and troubleshooting Network Switches in local office and liaising with the Infrastructure team based in the Canada Office (HQ).Setting up and configuring folders on files servers as well as administrating user permissions. Setting up new hires and terminations within a timely manner. Setting up Cisco desk phones and Cisco Jabber for Desktop/iPhones. Maintaining and troubleshooting Audio/Visual equipment in conference/board rooms. Configuring desk set ups ensuring all equipment is ready for new hires before their start date. Managing and issuing out BYOD/Company owned mobile devices for users. Working within own initiative and self-managing due to time differences with global offices who start later during the day. Maintaining and troubleshooting network printers within the local office and maintaining ordering of toners. Liaising with 3rd party vendors to further troubleshoot issues with AV equipment and printers. Communicating with rest of the IT Support team and Manager (Based in Toronto) via video conferencing using BlueJeans and Slack messaging. Attending weekly SCRUM meetings with IT Support team to discuss about recent updates, general conversation and what people are working on. Show less

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  AirWalk Consulting

  Jan 2020 - Jun 2020

  Senior Customer Support Engineer

  The current role I am doing is working on a Project for the Restoration of the Houses of Parliament. The project includes designing, building, testing and then implementing the support services for all 3000+ users. Support is offered by 1st and 2nd line support for hardware, software, network, printing and mobile devices which come through in the forms of customer interactions via phone, email and IM. These tickets are then managed through ServiceNow.Competencies gained from this role:• Office 365 • Azure Active Directory, Azure Information Protection• Microsoft Exchange • Microsoft Teams• SharePoint • Skype for Business• Windows 10 • IOS/Android• Surface Laptop 3 and Surface Pro 7• ServiceNow• Hardware and Application Testing• Communication skills with the ability to give instructions to a non-technical audience• Customer-service and problem-solving skills• Interpersonal and communication skills Show less

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  JLL Technologies

  May 2021 - now

  Product Specialist

  * Taking responsibility for all queries and own them through to resolution.* Deal with problems such as locked laptops, incorrect password and configuring emails* Pro-actively managing databases, ensuring they run effectively* Applying upgrades to applications as required* Giving support to 1st line when required* Ensuring all calls are dealt with within appropriate guidelines and within the IT service desks SLA* Managing databases, ensuring they run effectively* Ensuring the necessary upgrades to all applications are completed* Assisting the business in implementing system changes* Providing advice and guidance to the business about the necessary changes to their systems* Building and maintaining good relationships across the business Show less