Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Ashwini Irudhayarhaj

ON,ON

Summary

Experienced customer service professional with a robust technical background spanning four years, excelling in delivering exceptional support and leveraging strong technical skills. Proven track record in resolving complex customer issues with efficiency and professionalism. Eager to apply administrative expertise and contribute to a dynamic team environment, driving customer satisfaction and operational excellence.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Cashier & Customer Service Representative

Listro’s No frills
ON, Canada
01.2022 - Current
  • Provide exceptional customer service by greeting customers, answering inquiries, and resolving complaints promptly and courteously
  • Efficiently process transactions including cash, credit, and debit payments using the Point of Sale (POS) system
  • Handle refunds and exchanges efficiently, ensuring adherence to store policies and procedures
  • Assist customers with locating products, providing recommendations, and offering personalized shopping experiences
  • Maintain a clean and organized checkout area, replenishing supplies to ensure smooth operations
  • Collaborate with team members to achieve sales targets and contribute to a positive work environment
  • Manage daily cash reconciliations and prepare bank deposits in compliance with company procedures
  • Conduct audits of cash drawers and reconcile discrepancies to maintain accuracy
  • Process paperwork related to cash transactions and ensure proper documentation and record-keeping

Senior Engineer

Mind Tree LTD
Bengaluru, India
08.2021 - 11.2021
  • Handled inbound calls, chats, and emails from customers, providing timely support
  • Assisted end users with queries and issues, ensuring high customer satisfaction
  • Logged and categorized incidents and faults accurately in the ITSM tool
  • Diagnosed and resolved various Windows application issues
  • Installed, upgraded, and troubleshooted printers and related hardware
  • Customized and configured desktop hardware to meet specifications
  • Managed email account administration on Office 365
  • Managed user accounts and performed password resets on Active Directory
  • Documented queries, issues, and resolutions comprehensively

Helpdesk Senior Associate

NTT Data
Bengaluru, India
07.2020 - 08.2021
  • Provided IT support services to 74,000 users primarily based in the US via voice, email, web, chat, and virtual assistant channels
  • Prioritized and autonomously handled incidents and requests based on SLAs
  • Called end-users when necessary and provided remote support
  • Executed resolutions and fulfillment activities using knowledge base articles
  • Escalated incidents and requests to resolution teams as needed
  • Suggested knowledge base articles and confirmed incident priority levels
  • Achieved high customer satisfaction scores and met account-specific SLAs
  • Recognized for handling responsibilities effectively in crisis situations and supporting team members

IT Analyst

HCL Technologies
Chennai, India
03.2019 - 04.2020
  • Provided technical assistance globally for corporate offices and production units
  • Installed hardware and software, delivered user training, and supported users through various channels
  • Managed service tickets, handled escalations, and documented incident management effectively
  • Managed user passwords, accounts, and details in Active Directory
  • Achieved a 12% reduction in incident callback rate and improved resolution rate by 10%
  • Maintained a high user satisfaction rating and handled 15-20 technical support calls daily

Technical Support Associate

Tech Mahindra LTD
Chennai, India
03.2018 - 03.2019
  • Provided technical support for residential and corporate users of TELSTRA across Australia
  • Troubleshot internet issues, assisted with email configuration, and managed tickets for various complaints
  • Offered remote and chat support for MAC and Windows platforms
  • Managed multiple accounts simultaneously and received executive recognition for reducing customer callbacks

Education

Postgraduate Diploma - Project Management in Human Resource Management

Seneca College of Applied Arts & Technology
Ontario, CA
01.2023

Postgraduate Diploma - Project Management in Information Technology

Seneca College of Applied Arts & Technology
Ontario, CA
01.2022

Bachelor of Engineering - Computer Science Engineering

Anna University
Chennai, IN
01.2017

Skills

  • Operating Systems
  • Windows 10/11
  • MacOS Catalina/Big Sur
  • IOS
  • Android platforms
  • Networking
  • LANs
  • WANs
  • TCP/IP
  • VoIP
  • HTTP
  • Wireless/VPN architecture
  • Cisco Routers
  • Active Directory Domain controllers
  • Hardware
  • IPads
  • IMacs
  • Tablets
  • Desktops
  • Laptops
  • Printers
  • Scanners
  • Projectors
  • Software
  • MS Office Suite
  • Word
  • Excel
  • PowerPoint
  • Anti-virus programs
  • Tableau
  • Data visualization
  • ServiceNow
  • ITSM
  • Zendesk
  • Ticketing
  • Office365
  • Webex
  • Project Management Tools
  • MS Project
  • Asana
  • Jira
  • Confluence
  • Mondaycom
  • Trello

Websites

Certification

  • Certified Scrum Master, Lean Pitch Technologies, 2022
  • Google Certified Project Management Professional, Coursera, 2024

Timeline

Cashier & Customer Service Representative

Listro’s No frills
01.2022 - Current

Senior Engineer

Mind Tree LTD
08.2021 - 11.2021

Helpdesk Senior Associate

NTT Data
07.2020 - 08.2021

IT Analyst

HCL Technologies
03.2019 - 04.2020

Technical Support Associate

Tech Mahindra LTD
03.2018 - 03.2019

Postgraduate Diploma - Project Management in Human Resource Management

Seneca College of Applied Arts & Technology

Postgraduate Diploma - Project Management in Information Technology

Seneca College of Applied Arts & Technology

Bachelor of Engineering - Computer Science Engineering

Anna University

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Ashwini Irudhayarhaj