Aniket Rajput
Montreal
Summary
Technology-driven professional with proven expertise in technical support, integration, and client-oriented problem-solving. Experienced in analyzing, diagnosing, and resolving technical issues across various channels while ensuring customer satisfaction. Skilled in managing priorities, meeting SLAs/KPIs, and collaborating effectively with cross-functional teams.
Overview
2
2
years of professional experience
Work History
Service Desk Analyst
Fujitsu ( Government of Alberta )
01.2024 - Current
- Provide first-line technical support and troubleshooting assistance to employees of GoA ( Government of Alberta ) for web applications via phone, email, or chat.
- Identify, diagnose, and resolve hardware, software, and network-related issues promptly and efficiently.
- Document and track all incidents and service requests using a ticketing system, ensuring timely resolution and effective communication with end-users.
- Work closely with the development team to report bugs, propose fixes, and contribute to the continuous improvement of applications.
- Create and maintain detailed documentation on common issues, troubleshooting steps, and solutions to build a knowledge base for internal teams and end users.
- Communicate with users to understand issues and provide timely solutions, ensuring high user satisfaction.
- Participate in training sessions to develop proficiency in both front-end and back-end technologies, continuously enhancing technical skills.
Technical Support Agent
Alorica
05.2023 - 12.2023
- Provided technical support for web applications, responding to user inquiries and troubleshooting technical issues related to software functionality.
- Managed approximately 40 incoming calls, emails, and faxes per day from clients.
- Identified, diagnosed, and resolved issues reported by users using debugging tools to analyze errors and worked with development teams to find solutions.
- Assisted in the development and maintenance of knowledge base articles and user guides to facilitate self-service options for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
DEC - Computer Scince Technology - IT Programming
Lasalle College
04.2023
Skills
- Software patching
- Windows Support
- SAP ( Order Management )
- Project Coordination
- Software Patching
- Administrative Support
- Service Level Agreements
- System administration
Languages
English
Native or Bilingual
French
Professional Working
Timeline
Service Desk Analyst
Fujitsu ( Government of Alberta )
01.2024 - Current
Technical Support Agent
Alorica
05.2023 - 12.2023
DEC - Computer Scince Technology - IT Programming
Lasalle College
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