Deepika Kalra
Desktop Support Lead @TP
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WORK HISTORY
Desktop Support Lead @TP
Toronto, ON, CA
Led a team of desktop support analysts, overseeing day‑to‑day technical operations and ensuring timely resolution of hardware and software issues.• Coordinated troubleshooting, fault rectification, and escalation processes, achieving a 90%+ first‑call resolution rate and reducing downtime by 20%•Directed support efforts for end‑users, ensuring effective communication and high customer satisfaction, with service quality scores improving by 15%•Managed hardware and software evaluation projects, recommending upgrades that cut recurring incidents by 25% and improved infrastructure reliability.•Established and enforced desktop support standards, ensuring consistent execution across the team while mentoring junior staff.•Collaborated with IT leadership and cross‑functional teams to align desktop support with organizational goals and SLA commitments.•Collaborated with IT leadership and cross‑functional teams to align desktop support with organizational goals and SLA commitments.
EDUCATION
Centennial College
Post graduate diploma, Computer Software Engineering, 3.9 GPA
ACET,Amritsar
Bachelor of Technology (B.Tech.), Computer Engineering, 77 %
SKILLS
ABOUT DEEPIKA KALRA
I am an IT Support & Service Desk Professional with over 4+ years of hands-on experience providing enterprise-level technical support at Teleperformance. With a Postgraduate Diploma in Computer Software Engineering from Centennial College and a B.Tech in Computer Engineering, I specialize in delivering reliable end-user support, managing IT operations, and ensuring seamless service desk performance.In my current role as a Lead Desktop Support Engineer, I handle: • End-user support across hardware, software, and network issues • Service desk operations, ticket queue management, and SLA adherence • Configuration, deployment, and lifecycle management of devices • Onboarding support, technical training, and documentation for new hires • Troubleshooting Windows, O365, Active Directory, VPN, and enterprise toolsI am passionate about improving support processes, reducing downtime, and enhancing user experience. I consistently strive to adopt new technologies and best practices to strengthen IT efficiency.Key Focus Areas:IT Support • Service Desk • Troubleshooting • Windows & macOS • O365 • Active Directory • Hardware/Software Support • Ticketing Systems (Jira/ServiceNow) • Deployment • Technical Training • Customer Satisfaction • IT Operations
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