Summary
Overview
Work History
Education
Skills
Certification
Timeline
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AASTHA JAIN

AASTHA JAIN

Toronto

Summary

Technical Support & Customer Service Specialist with 5+ years of experience resolving hardware, software, and account issues for enterprise clients (Microsoft, HP, Tyson Foods, British Telecom). Skilled in troubleshooting across Windows, iOS, and mobile devices, with a strong focus on delivering clear, friendly, and solution-oriented support. Adept at remote support, call handling, and database documentation. Recognized for patience, problem-solving, and ability to build strong customer relationships.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

LTIMindtree (Client: Microsoft)
09.2022 - 09.2024
  • Delivered technical support for 450+ Windows 11 devices, resolving login and driver issues.
  • Assisted 900+ end-users with Outlook, Teams, and SharePoint, reducing ticket reopen rates by 30%.
  • Tracked cases in ServiceNow, maintaining accurate documentation and updates.
  • Provided remote guidance to non-technical users with patience and simple language.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.

Technical Support Executive

Infosys BPM (Client: Tyson Foods)
07.2021 - 04.2022
  • Provided daily technical assistance for desktops, laptops, and mobile devices (iOS/Android).
  • Handled 250+ daily tickets, including Outlook sync issues, application crashes, and printer faults.
  • Created 120+ knowledge base articles to simplify repeat troubleshooting for users.
  • Increased customer satisfaction ratings to 25%.
  • Installed and configured operating systems and applications.

Assistant Team Lead – IT Support

Mphasis (Client: Hewlett Packard – HP)
04.2020 - 07.2021
  • Resolved 200+ weekly customer support tickets, including VPN, authentication, and device issues.
  • Led onboarding for 120+ employees, ensuring smooth setup of laptops, email, and accounts.
  • Authored 20+ guides/SOPs to improve first-call resolution and customer experience.
  • Assisted in developing training materials to improve team skills and knowledge retention.
  • Worked with customer service representatives to handle escalated customer issues.

IT Support Associate

Wipro (Client: British Telecom)
12.2017 - 10.2018
  • Handled 1,800+ customer incidents (password resets, VPN faults, account lockouts).
  • Supported remote users with system access and setup.
  • Achieved 94% SLA compliance and improved first-contact resolution by 38%.
  • Increased support quality with thorough troubleshooting and problem-solving techniques.
  • Provided technical support to British Telecom customers, resolving issues efficiently and accurately.

Education

Bachelor of Science - Information Technology

RGPV University
India
06-2017

Skills

  • Customer Service & Relationship Building
  • Inbound Technical Support & Troubleshooting
  • Windows 11, macOS, iOS, Android Support
  • Hardware & Software Issue Resolution
  • Microsoft 365 (Outlook, Teams, SharePoint)
  • Remote/Desktop Support VPN & Network Basics
  • Call Handling & Documentation (ServiceNow)
  • Communication & Problem-Solving Skills
  • Multi-tasking in Fast-Paced Environments
  • Customer support

Certification

  • LinkedIn Learning – Windows 11 Essential Training
  • LinkedIn Learning – Customer Service Foundations
  • LinkedIn Learning – iOS & macOS Support Essentials
  • CompTIA A+ (In Progress)

Timeline

Technical Support Engineer

LTIMindtree (Client: Microsoft)
09.2022 - 09.2024

Technical Support Executive

Infosys BPM (Client: Tyson Foods)
07.2021 - 04.2022

Assistant Team Lead – IT Support

Mphasis (Client: Hewlett Packard – HP)
04.2020 - 07.2021

IT Support Associate

Wipro (Client: British Telecom)
12.2017 - 10.2018

Bachelor of Science - Information Technology

RGPV University

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