Bishal Khatri
Mississauga,Canada
Summary
Self-motivated professional with 3+ years of experience in IT support, customer service, and administration. Skilled in troubleshooting technical issues, delivering quality customer experiences, and streamlining daily operations. A strong communicator with proven problem-solving abilities and a commitment to excellence in dynamic environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Support Representative
Super Delta Heating and Cooling Inc
11.2023 - Current
- Resolved 50+ customer inquiries weekly through troubleshooting of billing and technical issues with a 90% customer satisfaction rate.
- Coordinate and schedule 100+ service appointments to ensure the timely delivery of maintenance and repair services.
- Escalated complex technical issues to specialized teams, which reduced the average resolution time by 25%.
- Maintained detailed records of customer interactions, contributing to process improvements and data accuracy.
- Assisted with onboarding new team members by sharing best practices, enhancing team efficiency and cohesion.
IT Support Technician/Intern
CodePixelz Media Ltd
05.2021 - 06.2023
- Resolved over 300 technical support cases with 85% first-call resolution and improved end-user satisfaction.
- Reduced system downtime by 30% through proactive network maintenance and efficient resolution of issues.
- Configured and deployed over 100 workstations to ensure seamless onboarding and minimal errors in setup.
- Managed network infrastructure for over 200 users, resolving connectivity issues and improving system reliability.
- Configured and maintained Active Directory user accounts to ensure 100% compliance with security policies.
- Documented recurring IT issues, optimizing ticket workflows and reducing resolution times by 15%.
Education
Diploma - Computer System Technician
Mohawk College
Mississauga, ON12.2025
Certificate Diploma - Computer Networking
Broadway Infosys
Kathmandu, Nepal03-2021
Skills
- Technical Support: Proven experience troubleshooting hardware and software issues, supporting users, and managing system setups
- Operating Systems: Proficient in Windows, macOS, and Linux installation, troubleshooting, and basic maintenance
- Software and Tools: Knowledge of Microsoft Office Suite (Excel, Word, Teams, SharePoint, Intune, and PowerPoint), Windows Server, Azure, and fundamental programming in C, Java, JavaScript, and Python
- Networking: Understanding LAN/WAN, TCP/IP, DNS, DHCP, VPN setup, and network troubleshooting
- User Management: Experience with Active Directory and Microsoft Security Portal for ongoing monitoring and maintenance
- Soft Skills: Strong critical thinking, problem-solving, communication, teamwork, attention to detail, flexibility, and time management abilities
Certification
- Google IT Support Professional Certificate – Coursera
- Introduction to IT – Cisco Networking Academy
- Customer Service Foundation - LinkedIn Learning
- IT Service Desk: Management Fundamentals – LinkedIn Learning
- Networking Foundations: Networking Basics – LinkedIn Learning
Volunteer Experience
Community Library Volunteer
Kathmandu Valley Public Library, Nepal
2020 - 2021
- Supported library operations by organizing books, managing the inventory, and helping patrons locate resources.
- Facilitated the use of computers and provided basic technical support to library visitors, enhancing their experience.
- Contributed to community events by promoting library programs and assisting attendees
Timeline
Customer Support Representative
Super Delta Heating and Cooling Inc
11.2023 - Current
IT Support Technician/Intern
CodePixelz Media Ltd
05.2021 - 06.2023
- Google IT Support Professional Certificate – Coursera
- Introduction to IT – Cisco Networking Academy
- Customer Service Foundation - LinkedIn Learning
- IT Service Desk: Management Fundamentals – LinkedIn Learning
- Networking Foundations: Networking Basics – LinkedIn Learning
Diploma - Computer System Technician
Mohawk College
Certificate Diploma - Computer Networking
Broadway Infosys
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