Ashishkumar Nayak
Calgary,Canada
Summary
Dedicated and customer-focused Technical Support Specialist with over 7 of experience providing exceptional technical assistance to end-users. Proficient in diagnosing and resolving hardware and software issues, with a proven track record of exceeding customer satisfaction targets. Adept at leveraging strong communication skills to explain complex technical concepts to non-technical users. Committed to maintaining up-to-date knowledge of the latest technologies and providing efficient and effective solutions to enhance overall user experience.
Overview
9
9
years of professional experience
Work History
Field Service Technician
Focal Systems
Calgary, Canada
09.2022 - Current
- Installed and configured various hardware equipment, ensuring proper functionality
- Provided on-site technical support to clients, including troubleshooting hardware and software issues
- Built strong relationships with clients through effective communication and exceptional service
- Created and maintained detailed service reports, documenting each service visit and resolution
- Adhered to safety protocols and regulations during on-site visits, ensuring a secure working environment.
Technical Support Specialist
Alorica Inc.
Calgary, Canada
10.2022 - 02.2023
- Successfully addressed 100% of helpdesk tickets within established service level agreements
- Ensured documentation was up-to-date, enabling efficient issue resolution
- Assisted users in installing and configuring software applications, ensuring seamless functionality.
IT Helpdesk technician
Etech Global Services
Gandhinagar, INDIA
12.2021 - 07.2022
- Provided technical support to end-users, addressing hardware and software issues promptly
- Diagnosed and resolved hardware and software issues, including desktops, laptops, printers, and peripherals
- Utilized remote assistance tools to troubleshoot and resolve issues for off-site users
- Participated in regular team meetings to share insights and contribute to continuous improvement initiatives.
Technical System Engineer
Softnet Solutions
Sunnyvale, USA
01.2015 - 06.2020
- Provided comprehensive training to end-users on system usage and maintenance best practices
- Created and maintained detailed documentation for system configurations, processes, and procedures
- Offer technical support and guidance to other teams within the organization
- Diagnose and resolve technical issues related to hardware, software, and network components
- Install, configure, and maintain hardware and software components of technical systems
- Conduct root cause analysis for system failures and implement corrective actions
- Conducted hardware maintenance, including upgrades and repairs for desktops and laptops.
Education
Masters in Information Technology and Management -
Campbellsville University
01-2021
Bachelor of Commerce -
Shri V R Patel College of Cmmerce
Gujarat, INDIA01-2013
High School -
Shree V R Karve Highschool
Gujarat, INDIA01-2010
Skills
- Hardware and Software Troubleshooting
- SericeNow, Jira Service Desk, Zendesk, Salesforce
- Data Center Integration
- DHCP, DNS & TCP/IP
- AWS EC2, Citrix, VMware Cloud, Cloud Storage, Okta
- Communication, Problem-Solving, Time Management
Awards
Employee Of the Month at Etech Global Services.
References
- Michael Jang, Full Stack IT manager, Credo Semiconductor, Inc
- Kush Hathi, CEO, Softnet Solutions
- Khustar Nezam, Product manager, Rubrik
Timeline
Technical Support Specialist
Alorica Inc.
10.2022 - 02.2023
Field Service Technician
Focal Systems
09.2022 - Current
IT Helpdesk technician
Etech Global Services
12.2021 - 07.2022
Technical System Engineer
Softnet Solutions
01.2015 - 06.2020
Masters in Information Technology and Management -
Campbellsville University
Bachelor of Commerce -
Shri V R Patel College of Cmmerce
High School -
Shree V R Karve Highschool
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