AMANDEEP SINGH

• In depth technical troubleshooting of software, and connectivity issues for remote employees
• Assist employees in gaining access to various systems and servers
• Monitor for incoming issues, determine root cause and either fix or escalate Log all contacts into Incident Management System (Service Now) and Agent Workspace,
• Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average);
• Consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
• Closed 95% of trouble tickets on the first interaction without escalation.
• Work closely with appropriate teams to resolve or properly close aging tickets
• Take on small projects from start to finish Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
• Collaborated with developers, analysts and project managers to expedite incident resolutions.
• Provided training to end users on new and updated systems and software. Interacted with clients to resolve issues and answer software-related questions.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Patched software and installed new versions to eliminate security problems and protect data.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Resolved technical/software issues on macOS and IOS devices on phone and chat.

Same as Above

• Created and edited web pages for Caltrans using HTML, CSS, javascript.
• Analyzed Section 508 and ADA laws to help meet AB 434 standards in enterprise wide accessibility project.
• Collaborated with consultants, vendors, business partners in implementing and deploying an ADA accessible website in Sitecore (CMS).
• Utilized PAC3 PDF accessibility checker to ensure public documents are ADA and WCAG 2.1 AA compliant.
• Utilized Site improve interface to find and fix broken links, spelling errors, and ADA accessibility issues.
• Performed content migration from legacy platform to Sitecore CMS.
• Attended Sitecore (CMS) training provided by Caltrans and authorized Sitecore consultants.
• Remediated and QA Pdf, Excel, Word, and PowerPoint documents for ADA compliance.