Allen Macwan
Grande Prairie,AB
Summary
Dynamic problem-solver with 14 months of experience as a technical advisor at Concentrix, specializing in troubleshooting and root cause analysis. Developed a custom tool that reduced report creation time by 90%, demonstrating a commitment to efficiency and process improvement. Relocating to Grande Prairie to leverage technical skills in entry-level system administration or tech support roles.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Advisor T2
Concentrix
01.2025 - 03.2026
- Troubleshot software and hardware issues, implementing corrective measures for user satisfaction.
- Documented client interactions in support ticketing system to maintain accurate records.
- Collaborated with team members to resolve technical challenges efficiently.
- Identified root causes of system errors, facilitating prompt resolutions.
- Developed Contact Reason Summary tool, reducing average time spent creating CRS by 90%.
- Evaluated customer requirements and provided appropriate solutions based on industry standards.
Technical Support Specialist
Perceive Technologies
Gujarat, India
08.2022 - 03.2023
- Diagnosed and resolved technical issues, including configuration and equipment setup challenges
- Provided step-by-step guidance to customers, empowering them to independently resolve common issues
- Collaborated with teams such as Network Operations and Customer Service to deliver seamless customer experiences
- Created, updated, and tracked support tickets in tools like Zoho and Jira, maintaining detailed case histories for analysis and process improvement
- Contributed to a knowledge base by documenting common issues and their resolutions to streamline future support processes
Education
Applied Network Architecture and System Administration -
Conestoga College
12-2024
Bachelor of Science - Information Technology
Charusat University
05-2022
Skills
- Windows Server Administration
- Linux (RHEL, Ubuntu)
- Networking & Troubleshooting
- Active Directory / User Management
- Virtualization (VMware, Hyper-V)
- CRM & Ticketing Systems
- Software Installation & Configuration
- Remote Support & Desktop Tools
- System Monitoring & Maintenance
- Process Automation
Certification
Google IT Support Fundamentals
Timeline
Technical Advisor T2
Concentrix
01.2025 - 03.2026
Technical Support Specialist
Perceive Technologies
08.2022 - 03.2023
Applied Network Architecture and System Administration -
Conestoga College
Bachelor of Science - Information Technology
Charusat University