Harwinder Kaur
Team Leader User Support IT Services Department @Laurentian Bank
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WORK HISTORY
Team Leader User Support IT Services Department @Laurentian Bank
Team Leadership & Development: Responsible for team administration, scheduling, performance evaluations, timesheets, and providing cross-training/coaching for new and current employees.• Incident Management & Escalation: Oversee all end-user/L1 activities, identify and prioritize incidents (including High Priority escalation), and coordinate high-level support for executives.• Technical Problem Solving: Identify, analyze, and resolve problematic situations and ambiguities, suggesting corrective measures and solutions for complex technical issues.• Process Improvement & Quality: Manage process improvement initiatives, verify and ensure data quality control, and complete root cause analysis for service requests.• Strategic Contribution: Actively contribute to projects and mandates, participate in the implementation of policies/programs, and analyze incident trends to provide feedback to senior management.• Resource Coordination: Engage other service resources to resolve incidents outside the L1 scope, dispatch appropriate technical service resources, and provide timely status updates.
EDUCATION
Guru Nanak Dev University, Amritsar
bachelor of computer applications, Computer Science
Cambrian College
Post graduation, cloud computing
Guru Nanak Dev University, Amritsar
Master of Computer Science (information technology ), Computer Science
ABOUT HARWINDER KAUR
I am a highly accomplished IT Service Management professional and Team Leader specializing in optimizing End User Support operations within the financial sector. My foundation is built upon a Master of Science in Information Technology, completed with Distinction, which provides me with a deep, strategic understanding of complex IT infrastructure and Cloud technologies.At Laurentian Bank, I lead the Level 1 Support team across Canada, driving exceptional service delivery and maintaining system stability. I combine my technical acumen with strong leadership skills to manage critical incident prioritization, resource allocation, and high-level executive support.I am committed to continuous improvement, focusing on implementing data-driven strategies for root cause analysis and process improvement initiatives. I actively mentor and coach team members, fostering a culture of excellence and upskilling to ensure the team consistently meets high performance standards and supports the attainment of key organizational objectives.Core Proficiencies: IT Service Management (ITSM), Team Leadership, Performance Evaluation, Cloud Computing, High Priority Escalation, Problem Management, and Stakeholder Coordination.
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