Navneet Kaur
IT Service Desk Analyst @ONxpress
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WORK HISTORY
IT Service Desk Analyst @ONxpress
Toronto, ON, CA
Managing incident, major incident & Service request in ServiceNow, ensuring prompt resolution under Service level agreement with ITIL practices. • Managed system updates, annual upgrades Audits and patch deployments to ensure platform security and performance.• Develop and implement custom applications, modules, and system integrations based on organizational needs.• Acting as a liaison between business and technical teams to develop and implement custom applications, Catalog items, and system integrations based on organizational needs.• Creating ITSM process for ServiceNow modules (e.g,ITSM, ITOM, CMDB) and configuration/development tools.(change, Incident, Release, License, Asset, configuration management) and its workflows using Visio. • Working with Cyber Security, Platform & Procurement team for system audits to ensure compliance with organizational goals and licensing requirements.• Leading the transition to the run phase for a ServiceNow integration project by implementing CSDM approach. • Providing training and workshops to end users on ServiceNow and provided support during request fulfillment.• Serving Experience as Jira Administrator and Confluence. • Designing and implementing a MySQL database to track project progress & Build dashboard using Power BI to visualize product and regional performance. • Coordinating with offshore and onshore vendors for troubleshooting, escalations, and issue resolution.
EDUCATION
Punjab Technical University
Bachelor's degree, Electrical, Electronic and Communications Engineering Technology/Technician
RRC Polytech
Post graduation diploma, Computer/Information Technology Administration and Management
ABOUT NAVNEET KAUR
IT Analyst with over 7 years of experience in a fast-paced technical environment. Demonstrated skills and depth knowledge in Microsoft 365 cloud applications, Azure services and administration, ServiceNow and Service Catalog management, alongside a strong foundation in the ITIL service delivery framework. Possesses excellent customer-facing and consulting skills, with a focus on request fulfillment, system integration, and user support. Eager to contribute technical expertise in a dynamic environment while seeking opportunities for learning, growth, and continuous improvement.
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