Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
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Adity Thakur

Surrey,BC

Summary

Accomplished Technical Service Support Specialist with a proven track record at Evolution Gaming, enhancing customer satisfaction and efficiency through expert technical troubleshooting and exceptional remote support. Skilled in Microsoft Outlook and customer service, I've significantly reduced ticket resolution times and improved first-call resolution rates, demonstrating a strong blend of analytical and interpersonal skills.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Service Support Specialist

Evolution Gaming
11.2022 - Current
  • Streamlined support processes for increased efficiency and faster response times.
  • Managed high-priority cases, ensuring timely resolution and exceptional customer experience.
  • Mentored junior Service Support Specialists in proper troubleshooting techniques, enabling them to provide effective solutions independently over time.
  • Provided remote assistance to clients in resolving hardware and software-related issues, reducing on-site visits and associated costs.

Customer Service Executive

Costco
08.2022 - 11.2022
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Boosted customer retention rates by providing exceptional service and building rapport with clients.

Senior Service Desk Analyst

BYJU's - The Learning APP
01.2020 - 06.2022
  • Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
  • Managed high-priority incidents, coordinating resources and communication efforts to ensure swift resolution and minimal impact on business operations.
  • Implemented proactive monitoring solutions to identify potential issues before they impacted end-users, reducing the number of tickets submitted.
  • Established strong partnerships with vendors and third-party providers to expedite hardware and software issue resolution.

Technical Support Representative

Vedantu Online Education
04.2019 - 09.2020
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.

Education

MBA - Project Management - Information Technology

University Canada West
Vancouver, BC
03.2024

Bachelor of Science - Information Technology

Chandigarh Business School
India
07.2018

Skills

  • Technical Troubleshooting
  • Remote Support
  • Customer service expert
  • Microsoft Outlook
  • User Support
  • Complaint resolution
  • Ticket support system
  • Call Center Operations

Languages

English
Full Professional

Certification

  • Certified Associate in Project Management (CAPM)
  • Agile Practitioner
  • Google IT support Certificate


Timeline

Service Support Specialist

Evolution Gaming
11.2022 - Current

Customer Service Executive

Costco
08.2022 - 11.2022

Senior Service Desk Analyst

BYJU's - The Learning APP
01.2020 - 06.2022

Technical Support Representative

Vedantu Online Education
04.2019 - 09.2020

MBA - Project Management - Information Technology

University Canada West

Bachelor of Science - Information Technology

Chandigarh Business School

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Adity Thakur