Amritpal Singh Kaur
Onsite Software Support Specialist @ Brock Solutions | Heathrow Airport
MSc Advanced Computer Science (Merit) – Queen Mary University of London (2026)
About
Enterprise Experience
Brock Solutions + Manpower (Zoom IT): BOA, Amadeus & ENI
Languages
English, Spanish, Catalan, Punjabi, Hindi
Education
MSc QMUL (Merit), BSc Staffordshire (2:1)
Repositories
11 public projects on GitHub
I am an MSc Advanced Computer Science graduate from Queen Mary University of London, having completed my degree in 2026 with a Merit. My BSc in Computer Science from Staffordshire University gave me a strong foundation in software development, and my MSc deepened my knowledge in cloud architecture, machine learning, and security.
I currently work as an Onsite Software Support Specialist at Brock Solutions, based at Heathrow Airport, where I support SmartSuite — a real-time baggage operations platform used by major airlines. I troubleshoot software incidents across a multi-terminal network of workstations, scanners, and peripherals, working directly with customers in a fast-paced airport environment. Through my previous work at Bank of America, Amadeus, and ENI, I have extensive experience in enterprise IT environments. I speak five languages, which helps in diverse team settings. I build projects in my spare time to apply what I learn and explore new technologies.
Key Strengths
- Enterprise software support and incident resolution in 24/7, SLA-driven environments
- Root cause analysis using application logs, SQL queries, and system diagnostics
- Windows Server, Azure, SQL databases, and industrial automation systems
- Full-stack development with JavaScript, TypeScript, and Python
- Security-focused delivery across regulated finance, travel, and energy environments
- Customer-facing communication in five languages
Education
Queen Mary University of London
MSc Advanced Computer Science
Staffordshire University
BSc (Hons) Computer Science
Work Experience
Brock Solutions
Onsite Software Support Specialist
- Troubleshoot software bugs, application deficiencies, and performance issues for mission-critical baggage handling systems (BHS) supporting 24/7 Heathrow operations
- Investigate and resolve incidents by reviewing system and application logs and analysing SQL baggage database (BODB) records, applying targeted fixes to restore service with minimal passenger disruption
- Serve as first point of contact for technical incidents, triaging by business impact and keeping critical systems within tight SLAs and low mean-time-to-resolution
- Perform root cause analysis on recurring faults and implement permanent fixes, materially reducing repeat incidents and unplanned downtime
- Collaborate with cross-functional teams and vendors to analyse, document, and drive improvements to products and interfaces
- Create and refine runbooks, knowledge articles, and diagnostic scripts to automate routine checks and accelerate incident resolution
- Support enterprise systems including Windows Servers, SQL databases, Azure cloud, and industrial automation interfaces aligned with airline baggage-tracking compliance (IATA Resolution 753)
Customer Success & International Delivery
Customer Success Manager — Airline Account
- Serve as Customer Success Manager for the airline account, running monthly service reviews with customer stakeholders to confirm everything is on track and review any issues from the previous month.
- Track open problems and agreed actions through to resolution, escalating where needed and keeping the customer informed.
- Act as the main point of contact between the airline and the technical/support team, making sure customer concerns are understood and addressed.
- Build strong customer relationships and ensure the customer feels supported, informed, and confident in the service.
International Product Training — Mexico & Spain
- Travelled on-site to Mexico and Spain to train airline and airport staff on the system.
- Delivered training in Spanish, teaching users how the product works and answering their questions and concerns directly.
- Helped local teams feel confident using the system, adapting explanations to different user needs and levels of technical knowledge.
- Acted as the on-site point of contact for customer concerns during the rollout, resolving issues quickly and keeping local teams informed.
Manpower (Zoom IT)
IT Support Engineer — Onsite Consultant
Onsite Manpower consultant delivering enterprise IT deployment and support for three enterprise clients
- Delivered enterprise IT deployment and support services across regulated finance, global travel-tech, and energy sectors
- Managed multiple SLA-bound workloads and competing priorities across three high-security client environments
Bank of America
· Deployment / Breakfix Engineer- Supported 100+ end users across enterprise desktop systems in a regulated financial environment
- Diagnosed and resolved hardware and software issues to minimize downtime
- Led large-scale deployment initiatives, completing 500+ deployments across the organization
- Implemented security patches in compliance with financial industry regulations
Amadeus
· Field Support Technician (Level 2)- Delivered laptop and mobile device replacements with enterprise applications for travel tech operations
- Provided escalation support for complex technical issues
- Maintained detailed documentation of system configurations
ENI
· IT Technician / Support- Assisted in Windows 11 migration, ensuring full working stability across energy infrastructure systems
- Provided frontline support for hardware, software, and network issues
- Monitored enterprise system uptime, maintaining 99.9% stability
Projects
Selected projects showcasing skills in security, data analytics, and formal verification.
Skills
Programming
Frameworks
Databases
Cloud & DevOps
Security
Support & Operations
Tools & Methods
Contact
Currently at Heathrow Airport. Feel free to reach out!
Contact Information
Currently
Onsite Software Support Specialist at Brock Solutions, based at Heathrow Airport. MSc Advanced Computer Science graduate (Merit). Open to connecting.