ASHISH KHOT
Ontario,Canada
Summary
Customer-focused Technical Support Specialist with 7+ years of experience delivering Tier 1–Tier 2 support across hardware, software, networking, and enterprise systems. Proven ability to troubleshoot complex technical issues, manage high-volume ticket queues, and explain technical concepts to non-technical users.
Offering a foundation in technology concepts and a strong willingness to learn and grow within a tech support environment. Contributes ability to quickly grasp new systems and tools, and excels in troubleshooting and system configuration. Ready to use and develop troubleshooting and system configuration skills in [Desired Position] role.
Overview
10
10
years of professional experience
Work History
Senior Courier
FedEx Canada
05.2024 - Current
- Supported SLA-driven operations and customer issue resolution.
- Trained new hires on systems and workflows.
- Coordinated timely deliveries to ensure customer satisfaction and adherence to schedules.
- Operated delivery vehicles safely while following all traffic regulations and safety protocols.
- Maintained accurate records of deliveries, ensuring compliance with company policies and procedures.
- Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
- Managed order processing and tracking, enhancing customer satisfaction and loyalty.
- Liaised with IT department to ensure reliable tech support for all facility operations.
- Leveraged data analytics tools to monitor trends in tech support requests, using findings to proactively address common issues and improve overall customer experience.
Senior Training Specialist
Amazon
08.2018 - 12.2022
- Provided Tier 1–2 technical support using ticketing systems.
- Reduced downtime through proactive troubleshooting.
- Developed and delivered comprehensive training programs for new employees, enhancing onboarding experience.
- Collaborated with cross-functional teams to identify training needs and implement tailored learning solutions.
- Mentored junior trainers, fostering skill development and knowledge sharing within the training department.
- Led initiatives to integrate new technologies into training processes, driving operational efficiency and learner satisfaction.
- Coordinated certification programs for specialized roles within the organization, promoting career advancement opportunities for top performers.
Customer Service Representative and Tech Support
Amazon Development Center
07.2016 - 2018
- Resolved customer inquiries via phone, email, and chat to enhance satisfaction and retention.
- Trained new team members on systems and processes to ensure consistent service delivery.
- Analyzed customer feedback to identify trends and implement process improvements.
- Collaborated with cross-functional teams to streamline order fulfillment and enhance operational workflows.
- Managed complex customer issues, providing timely resolutions while maintaining high service standards.
Education
Graduate Certificate - Project Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener04-2024
Post-Graduate Diploma - Global Business Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener08-2023
Bachelor of Science - Computer Science
Savitribai Phule University of Pune
Pune, India12-2014
Skills
- Technical Support & Troubleshooting
- Ticket Management
- Remote Diagnostics
- VPN
- Networking Basics
- Windows OS
- CRM Tools
- Attention to detail
- Problem-solving
- Customer service
- Working independently
- Time management
- Decision-making
- Relationship building and rapport
Languages
English
Timeline
Senior Courier
FedEx Canada
05.2024 - Current
Senior Training Specialist
Amazon
08.2018 - 12.2022
Customer Service Representative and Tech Support
Amazon Development Center
07.2016 - 2018
Graduate Certificate - Project Management
Conestoga College Institute of Technology And Advanced Learning
Post-Graduate Diploma - Global Business Management
Conestoga College Institute of Technology And Advanced Learning
Bachelor of Science - Computer Science
Savitribai Phule University of Pune