ANUSHKA SHARMA
North York,Ontario
Summary
Highly skilled IT Technical Support Specialist with proven experience in providing high-quality technical support and troubleshooting services. Strong knowledge in network administration, system upgrades, and software installations, coupled with the ability to effectively communicate complex information to non-technical stakeholders. Previous roles have resulted in improved system performance and user satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
Gatestone & Co - Rogers Together With Shaw
Toronto, ON
11.2022 - Current
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Communicated with the end user to address device problems and implement technical or procedural solutions.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Performed diagnostics and testing to locate root causes, and resolve issues for optimal performance.
- Troubleshot and diagnosed systems using speed, ping and related tests.
- Trained customers on equipment use, setup procedures, and troubleshooting strategies. Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.
Customer Service Representative
Arise: Reliance Home Comfort
Toronto, ON
12.2020 - 11.2021
- Handled customer service issues by providing guidance or escalating for advanced support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed and maintained strong relations with customers to meet quality expectations.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Input customer service orders and tracked orders through to completion.
- Used diverse sales techniques and persuasive approach to maximize sales success.
Education
Advanced Diploma - Electronics and Computer Engineering Technology
Seneca College of Applied Arts And Technology
05.2022
Skills
- Advance knowledge about C, C, C#, Python, HTML & Linux programming
- Moderate Understanding about MySQL, linux, Kali Operating system
- Basic Understanding in DHCP,DNS Ethernet, LAN/WAN, VPN & firewall proficient
- Proficiency in MS Office, SharePoint, salesforce,hardware and software diagnostics
- Great ability to remotely troubleshoot hardware and software products
- Soft Skills: written & verbal communication, Critical Thinking, Analytical Skills, problem Solving, Empathy & Leadership
Certification
- CompTIA Network+
- Cisco Certified Network Associate (CCNA)
Timeline
IT Technical Support Specialist
Gatestone & Co - Rogers Together With Shaw
11.2022 - Current
Customer Service Representative
Arise: Reliance Home Comfort
12.2020 - 11.2021
Advanced Diploma - Electronics and Computer Engineering Technology
Seneca College of Applied Arts And Technology
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