Baljit Dhillon
Plano,Texas
Summary
Dedicated management professional with experience leading high-performing teams in a diverse and dynamic environment. Adept in developing and implementing service strategies tailored to customer needs, managing customer complaints, and driving customer satisfaction. Proven ability to identify and resolve service issues, streamline processes, and exceed organizational goals. Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control.
Overview
22
22
years of professional experience
7
7
Certification
4
4
Languages
Work History
End User Managed Services Leader
MDS Global IT
02.2022 - Current
- Demonstrated strong leadership skills by effectively managing workloads and deadlines for team members
- Maintained up-to-date records of client activities, including progress reports, evaluations and case notes
- Engaged in professional development activities in order to stay abreast of current trends within the sector
- Collaborated with other departments to ensure client needs were met in an efficient manner
- Provided day-to-day guidance and support to staff in order to ensure successful achievement of goals
- Conducted regular reviews of services provided in order to identify any issues or areas for improvement
- Facilitated training sessions for new staff members on topics related to their roles
- Evaluated staff performance regularly and provided feedback on areas requiring improvement or further training
- Developed and implemented strategies to improve team performance, with a focus on customer service excellence
- Reviewed existing systems and procedures related to client care plans regularly, making changes where necessary
- Created detailed reports on program performance for management review
- Monitored and recorded clients' progress to ensure that goals and objectives were met
- Developed diagnostic procedures to determine clients' needs.
- Trained employees on [Product or Service] and assigned duties.
- Identified team weak points and implemented corrective actions to resolve concerns.
Desktop Support/Tier II Engineer
NCC DATA
08.2018 - 02.2022
- Analyzed network data to determine network usage, disk space availability, or server function
- Configured and defined parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, multiplexers, or related networking equipment
- Configured security settings or access permissions for groups or individuals
- Performed data backups and disaster recovery operations
- Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations
- Diagnosed, troubleshooted, and resolved hardware, software, or other network and system problems, and replaced defective components when necessary
- Planned, coordinated, and implemented network security measures to protect data, software, and hardware
- Performed or directed web site updates
- Wrote, designed, or edited web page content, or directed others producing content
- Renewed domain name registrations
- Communicated with network personnel or web site hosting agencies to address hardware or software issues affecting web sites
- Performed web site tests according to planned schedules, or after any web site or product revisions
- Reviewed violations of computer security procedures and discussed procedures with violators to ensure violations are not repeated
- Monitored current reports of computer viruses to determine when to update virus protection systems
- Modified computer security files to incorporate new software, correct errors, or change individual access status
- Trained users and promoted security awareness to ensure system security and to improve server and network efficiency
- Documented computer security and emergency measures policies, procedures, and tests
- Coordinated implementation of computer system plan with establishment personnel and outside vendors
- Monitored use of data files and regulated access to safeguard information in computer files.
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
IS Helpdesk/Engineer
Cardiovascular Provider Resources
04.2013 - 07.2018
- Functioned as the department liaison between client community and the IT staff
- Learned and understood the business environment to effectively function as a liaison between the IT department and the user community
- Built, maintained and supported all PC workstations, PC software, peripherals and equipment as directed by the IT department
- Assisted clients in basic technical requirements, standards and processes
- Identified potential areas for enhancements and system solutions
- Facilitated all processes and solutions required to ensure that the client needs were met
- Performed continuous quality improvement of all processes as identified
- Communicated highly critical issues to the IT network manager and/or director as appropriate
- Demonstrated excellent communication, technical and analysis skills
- Provided after hours and on-call support.
Desktop System Specialist
Pomeroy IT Solutions
01.2010 - 11.2012
- Responsible for server backup and management of backup media
- Successfully migrated infrastructure to Microsoft active directory over 100 equipment's and users
- Provided network support onsite, 2nd level network and telecom support and diagnostics 50 percent of time
- Managed computer/network inventory for the national computer depot
- Trained personnel - trained over 10 new recruits on site specific support policies and procedures as well as the support of internal Mckesson applications
- Managed training room computers - built and maintained training room computers for the training of standard corporate applications as well as internal applications over 500 computers
- Installed and configured over 50 mobile devices
- Installed personal and network printers, added users to network scanner database and troubleshooting.
- Provided exceptional support services to internal stakeholders by resolving technical issues quickly and accurately.
Asset Manager/Network Analyst/IT Support
McKesson
06.2002 - 11.2009
- Analyzed network data to determine network usage, disk space availability, or server function
- Configured and defined parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, multiplexers, or related networking equipment
- Configured security settings or access permissions for groups or individuals
- Trained users in procedures related to network applications software or related systems
- Tested repaired items to ensure proper operation
- Ran monthly network reports
- Researched hardware or software products to meet technical networking or security needs
- Provided telephone support related to networking or connectivity issues
- Monitored industry websites or publications for information about patches, releases, viruses, or potential problem identification
- Maintained logs of network activity
- Documented help desk requests and resolutions
- Created or updated technical documentation for network installations or changes to existing installations
- Created or revised user instructions, procedures, or manuals
- Backed up network data
- Analyzed and reported computer network security breaches or attempted breaches
- Troubleshot network or connectivity problems for users or user groups
- Tested computer software or hardware, using standard diagnostic testing equipment and procedures
- Performed routine maintenance or standard repairs to networking components or equipment
- Installed or repaired network cables, including fiber optic cables
- Installed new hardware or software systems or components, ensuring integration with existing network systems
- Installed and configured wireless networking equipment
- Identified the causes of networking problems, using diagnostic testing software and equipment
- Installed network software, including security or firewall software
- Evaluated local area network (LAN) or wide area network (WAN) performance data to ensure sufficient availability or speed, to identify network problems, or for disaster recovery purposes
- Documented network support activities.
Education
Bachelor of Science - Computer And Information Sciences
Chapman University
Orange, CA06.2004
High School Diploma -
James Logan High School
Union City, CA12.1999
Skills
- Motivating Teams
- Incidents management
- Process Improvement
- Continuous improvements
- Influencing Others
- Coaching abilities
- Equipment Troubleshooting
- Recruitment and hiring
- Visionary Thinking
- Inventory Control
- Project Management
- Strategic Planning
- Complex Problem-Solving
- Expense Control
- Process Monitoring and Improvement
- Disaster Recovery Planning
- Improvement plan knowledge
- Goal-Oriented
- Training and mentoring
- Staff Management
- Operations Management
- Processes and procedures
- Staff Development
- Employee Motivation
Certification
- CompTIA A+
- CompTIA Network+
- Networking Essentials
- Introduction to Cybersecurity
- CompTIA Security+
- Microsoft Certified Azure Fundamentals
- VMware Certified Professional
Personal Information
Title: End User Managed Services Leader
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
End User Managed Services Leader
MDS Global IT
02.2022 - Current
Desktop Support/Tier II Engineer
NCC DATA
08.2018 - 02.2022
IS Helpdesk/Engineer
Cardiovascular Provider Resources
04.2013 - 07.2018
Desktop System Specialist
Pomeroy IT Solutions
01.2010 - 11.2012
Asset Manager/Network Analyst/IT Support
McKesson
06.2002 - 11.2009
Bachelor of Science - Computer And Information Sciences
Chapman University
High School Diploma -
James Logan High School
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