Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Anshuman

Kitchener,CA

Summary

Technical Support Representative with over 3 years of experience in remote support and troubleshooting hardware, software, and network issues. Skilled in Zendesk, ServiceNow, and Jira, with a strong focus on customer satisfaction and efficient problem resolution. Proficient in system optimization, technical documentation, and using scripting languages like Python and PowerShell for automation. Excellent communicator with a proactive approach to technical support.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Technical Support Representative

GEM TECH
02.2023 - 03.2024
  • Resolve over 300 technical issues monthly, achieving a 95% first-call resolution rate and reducing system downtime by 20%
  • Manage Active Directory, including user account creation, password resets, and access permissions for over 500 users
  • Implement system improvements based on user feedback, leading to a 15% increase in customer satisfaction ratings
  • Utilize remote support tools like TeamViewer and AnyDesk, reducing issue resolution time by 30%.

Dot Net Developer

AK Network Solution
05.2021 - 08.2022
  • Develop and maintain web applications for 10+ clients using .NET Framework, incorporating SaaS solutions, and improving system efficiency by 25%
  • Leverage Azure services and machine learning algorithms to deploy and manage web applications, enhancing application performance and availability
  • Assist over 100 customers monthly in resolving technical issues, increasing customer satisfaction ratings by 30%
  • Diagnose recurring system issues and implement product enhancements, reducing repeat issues by 25%.

Education

P.G. Certificate in Web Development -

CONESTOGA COLLEGE
Kitchener, Canada
01.2023

Bachelor of Vocational, Software Development -

KURUKSHETRA UNIVERSITY
Haryana, India
01.2021

Skills

  • Technical Troubleshooting
  • Zendesk
  • ServiceNow
  • Jira
  • System Optimization & Maintenance
  • Technical Documentation
  • Scripting (Python, PowerShell)
  • Active Listening & Problem Solving
  • Multitasking & Conflict Resolution
  • Troubleshooting Hardware & Software Issues
  • Network Configuration & Management
  • Microsoft Azure
  • Data Recover
  • Desktop support
  • Active Directory

Certification

  • IBM IT Support Professional Certificate, IBM, 12/01/22, This certification validates proficiency in IT support, including hardware and software troubleshooting, network administration, and security practices.
  • Microsoft Azure fundamental

Timeline

Technical Support Representative

GEM TECH
02.2023 - 03.2024

Dot Net Developer

AK Network Solution
05.2021 - 08.2022

P.G. Certificate in Web Development -

CONESTOGA COLLEGE

Bachelor of Vocational, Software Development -

KURUKSHETRA UNIVERSITY

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Anshuman