Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
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Andy Abhilekh Aggarwal

Toronto,ON

Summary

Gjfjgjhhensuring high levels of customer satisfaction Focused strongly on client needs, maintaining quality and responsiveness in service delivery Possessed excellent verbal and written communication skills Proficient in peoplesoft and excel for streamlining operations and enhancing service quality Demonstrated strong analytical skills and sound judgment to resolve problems effectively Efficiently multitasked to prioritize and meet business needs and client expectations Committed to implementing best practices and focusing on quality to improve client service Maintained strong organizational awareness and ability to work effectively in a team setting Empathetic and active listener with a strong work ethic Adept at collaborating with colleagues to achieve common goals Capable of working with minimal supervision and demonstrated personal motivation Extremely detail oriented with the ability to manage and prioritize workflow Good organizational and time management skills Proactive with the ability to meet tight deadlines and operate in a high-paced environment

Overview

11
11
years of professional experience

Work History

TECHNICAL HELPDESK ANALYST

Bank of Montreal (Treasury Payment Solutions)
01.2023 - 01.2023
  • Responded promptly to clients’ inquiries via telephone, emails, and self-served requests, achieving a 98% first-call resolution rate
  • Verified clients within the online banking for business platform, ensuring secure access and reducing fraud incidents by 30%
  • Provided support for various payment including wire, tax and bill, account transfer, e-transfer, deposit edge, lockbox and eft
  • Expertly handled incident management, covering identification, recording, classification, initial support, investigation, diagnosis, resolution, recovery, closure, ownership, and tracking
  • Promoted a culture of client service, ensuring adherence to Service Level Agreements (SLA) and maintaining a 95% SLA compliance rate
  • Streamlined incident process by providing first call resolution, reducing average handling time by 20%
  • Delivered timely customer service and achieved 100% customer satisfaction.

TECHNICAL SUPPORT ANALYST

Bank of Montreal (SMC Helpdesk)
01.2021 - 01.2022
  • Received inbound calls and provided telephone support to end users, resolving 85% of issues within the first interaction
  • Verified users in active directory and created service now tickets with a 99% accuracy rate
  • Escalated unresolved tickets to appropriate department
  • Configured, evaluated, maintained, /10 desktop/laptop, smart phones, router configuration, network connectivity, printer and network drive, pulse secure VPN, microsoft office Software and office 365, Salesforce for Outlook configuration, VoIP phone, exchange server, DHCP, new user setup, proxy settings, antivirus
  • Follow up with clients to verify that the provided services not only met but exceeded their expectations and fostering satisfaction
  • Consistently delivered comprehensive telephone support to IMac users
  • Provided password reset support: Oasis, Charles River, Gateway, Citrix, Salesforce, Broadridge, RSA and Biometric
  • Provided remote support through Bomgar/Quick Assist/TeamViewer
  • Achieved a team SLA compliance rate of 97% by maintaining exceptional service quality.

TECHNICAL SUPPORT AGENT

Contractor
01.2012 - 01.2021
  • Handled inbound calls from hospital employees, provided support, and addressed their inquiries efficiently
  • Verified employees in active directory and created service now tickets, maintaining a 95% first-call resolution rate
  • Provided telephone support for desktop/laptop/mobile/tablet, network connectivity, printer, office 365 and antivirus
  • Provided password reset and navigational support for epic application
  • Maintained up to date process knowledge.

Education

International Business Management Post Graduate Diploma -

Mohawk College
Hamilton, ON
01.2010

Bachelor of Computer Applications -

Makhanlal Chaturvedi Rashtriya Patrakarita Avam Sanchar Vishwavidyalaya University (Bhopal)
Delhi, India
01.2002

Skills

  • Analytical Thinking
  • MS Excel
  • Team Collaboration and Leadership
  • Documentation And Reporting

Languages

English
Full Professional

Timeline

TECHNICAL HELPDESK ANALYST

Bank of Montreal (Treasury Payment Solutions)
01.2023 - 01.2023

TECHNICAL SUPPORT ANALYST

Bank of Montreal (SMC Helpdesk)
01.2021 - 01.2022

TECHNICAL SUPPORT AGENT

Contractor
01.2012 - 01.2021

International Business Management Post Graduate Diploma -

Mohawk College

Bachelor of Computer Applications -

Makhanlal Chaturvedi Rashtriya Patrakarita Avam Sanchar Vishwavidyalaya University (Bhopal)
Andy Abhilekh Aggarwal