Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Hi, I’m

Bhrigu Malhotra

Canada

Summary

Seasoned IT network professional with a strong dedication to excellence and a proven track record in designing, engineering, and implementing robust network infrastructures. Proficient in LAN/WAN, TCP/IP, DNS, ACL, routing, VLAN, VPN, and VOIP technologies, including SD-WAN deployment. Extensive knowledge of leading network routers and switches such as Cisco, FortiGate, and Juniper, with expertise in configuring routing protocols like EIGRP, OSPF, BGP, and static routing. Adept in wireless installation, configuration, and troubleshooting. Demonstrated proficiency in IT hardware/software repair, network management, and system optimization. Recognized for exceptional customer service, impeccable time management, and adept troubleshooting skills.

Overview

13
years of professional experience
1
Certification

Work History

Transcom Worldwide

Technical Support Advisor
04.2024 - Current

Job overview

  • Effectively engage with customers to assess needs and deliver tailored solutions
  • Proficiently navigate multiple applications to research and implement resolutions
  • Efficiently multitask across systems while delivering clear, step-by-step guidance
  • Skillfully manage conflict resolution and de-escalate challenging situations
  • Operate autonomously with strong discipline and motivation in a remote environment
  • Adhere to a highly structured environment, consistently meeting the demands of high-volume inbound calls within a full-time schedule
  • Maintain focus and composure in a high-pressure, fast-paced environment while utilizing a wired headset to communicate with customers.
  • Served as primary point of contact for triaging technical issues.

Unity Connected Solutions

Technical Specialist
05.2022 - 09.2023

Job overview

  • Proficiently programmed and troubleshooted Cisco devices, DSL, VOIP, and Analog systems to meet project specifications
  • Utilized ServiceNow to efficiently resolve incidents and manage tickets, ensuring streamlined operations
  • Continuously cultivated and updated industry-specific knowledge, particularly in Cisco phone systems, to enhance customer issue resolution
  • Championed on-site installations of phone systems and gateways, delivering precise solutions tailored to project requirements
  • Strategically scheduled daily tasks based on urgency and importance, optimizing productivity
  • Delivered high-quality customer support via phone calls, emails, and online chats, consistently providing outstanding technical assistance
  • Ensured peak network performance through vigilant monitoring and in-depth analysis
  • Thoroughly tested and configured software, maintaining robust hardware functionality
  • Demonstrated a strong working knowledge of server operating systems, contributing to seamless network operations
  • Aided network users in troubleshooting and procedural matters, resolving issues promptly and effectively
  • Applied extensive knowledge of cabling infrastructure and specifications to support network stability
  • Assisted in the evaluation and selection of network hardware and software, ensuring optimal compatibility and performance.
  • Completed troubleshooting and diagnostics on company resources.
  • Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.

Switch Health

On-Site Field Admin
01.2021 - 04.2022

Job overview

  • Efficiently oversaw day-to-day field operations
  • Delivered comprehensive COVID testing and screening services across Canada
  • Captured, edited, and allocated COVID test kits for international passengers, ensuring accurate data integration
  • Engaged with passengers, addressing inquiries and facilitating seamless registration processes
  • Maintained up-to-date knowledge of COVID restrictions and testing protocols, enhancing passenger and crew safety
  • Provided adept technical support and troubleshooting assistance to supervisors and resolved device-related issues
  • Effectively batched, prepared, and dispatched specimens for shipment via courier services
  • Managed meticulous inventory counts at shift closures to optimize resource utilization
  • Performed on-site technical support and swiftly resolved technical challenges.

Execulink Telecom

Technical Support Associate
03.2020 - 01.2021

Job overview

  • Delivered exceptional technical support to clients, consistently exceeding their expectations
  • Addressed a wide array of internet troubleshooting issues, including Cable Internet, Fiber Internet, DSL Internet, Wireless Internet, and more, ensuring swift resolutions
  • Proficiently troubleshooted hardware problems, including routers, modems, ONT devices, and other networking equipment, restoring functionality promptly
  • Guided customers through software configuration and setup processes, encompassing email clients, routers, and network settings, resulting in seamless operation
  • Resolved network connectivity challenges, guaranteeing optimal performance and user experience
  • Provided outstanding customer service by promptly addressing inquiries and efficiently resolving technical issues, fostering high client satisfaction
  • Meticulously managed support tickets, ensuring accurate documentation and timely resolution, maintaining an organized and streamlined support process
  • Proficiently offered remote support to customers, resolving issues efficiently without the need for on-site visits, reducing downtime.
  • Patched software and installed new versions to eliminate security problems and protect data.

IOS Solutions

Technical Sales Advisor
06.2018 - 12.2019

Job overview

  • Identified and capitalized on sales opportunities while delivering top-tier customer service and support, fostering client loyalty and satisfaction
  • Served as a technical resource for clients, empowering them to make well-informed purchasing decisions, aligning their needs with product offerings
  • Led the training of new sales professionals, providing ongoing coaching and mentorship to ensure consistently high sales performance across the team
  • Delivered expert-level technical support to customers, swiftly resolving issues pertaining to products and services, enhancing customer experience
  • Maintained an extensive and current understanding of industry and technical information, enabling effective response to customer inquiries and concerns with precision.
  • Collaborated with customers and asked questions to assess needs and budgets.
  • Furnished customers with exemplary service, helping build lasting, lucrative partnerships.

Convergys

Technical Support Associate
04.2012 - 08.2017

Job overview

  • Delivered exceptional technical support to customers, addressing diverse hardware and software issues with precision and expertise, ensuring utmost customer satisfaction
  • Maintained an up-to-date and comprehensive understanding of industry and technical information, enabling effective problem-solving for customer issues
  • Collaborated seamlessly with sales and marketing professionals, providing valuable expertise to bolster sales success through informed customer interactions
  • Diligently diagnosed and resolved technical hardware and software issues, consistently exceeding customer expectations and enhancing their experience
  • Assisted customers in resolving router and network issues, swiftly addressing connectivity and configuration challenges, resulting in seamless connectivity
  • Expertly guided customers through installation processes, offering step-by-step support and troubleshooting, ensuring a smooth and successful setup
  • Meticulously documented customer interactions, troubleshooting procedures, and resolutions in the support ticketing system, contributing to efficient issue tracking and resolution.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Offered remote support for cloud-based and web-based clients via phone, email and chat.

Education

C´egep De La Gasp´esie Et Des Iles
Montreal, QC

Post Graduate Certificate - Attestation of College Studies, Comprehensive coursework in IP Networks Telephony, spanning Technology of Electricity & Electronics, Networking Fundamentals, PC Usage, Structured Cabling & Fiber Optics, PC Maintenance & Troubleshooting, Routing Protocols, Electronics Principles for Telephony, Phone Network Cabling, Commuted Networks, Phone Systems, IP Telephony, Network Security, and Tele Video Systems installation in Cable Television. from Wireless Networking
10.2019

Fanshawe College
London, ON

Ontario College Graduate Certificate - Information Security Management, Comprehensive Information Security Management curriculum covering Information Security, OS & Application Security, Security Planning, Web Security, CCNA R&S, Information Security Testing, Network Monitoring & Penetration Testing, CISSP, Project Management, CCNA Security, Ethical Hacking & Exploits, and Digital Forensics. from IT Network Security
05.2018

Amity University
Jaipur, India

Bachelors of Computer Applications, Comprehensive Bachelor of Computer Applications Program Encompassing Programming (C, C++, Visual Basic, Java, Unix OS, Shell, PHP, MySQL, HTML), Cyber Security, System Software, Multimedia Applications, Computer Communication & Networking, Software Engineering, Computer Graphics, Database Management, Accounting, Production & Operations Management, Principles of Management, System Analysis & Design, Digital Electronics, And Computer Architecture. from Computer And Information Systems
01.2017

Skills

  • Networking Technologies Expertise in CCNA, Cisco Networking, and Cisco Phone Systems Proficient in configuring and troubleshooting Cisco routers and switches In-depth understanding of LAN, WAN, IP configurations, and VPN
  • Hardware and Software Extensive knowledge of computer hardware, including routers, modems, ONTs, setup boxes, and printers (HP, Zebra, brother) Strong troubleshooting skills for hardware and software issues
  • Network Management Experience in network monitoring and analysis, ensuring optimal network performance Familiarity with network security principles and practices
  • Operating Systems Proficient in Windows Server (2016-2022) and desktop operating systems (Windows 98, XP, 7, 8, 10)
  • Service Management Familiarity with Service Now ticketing system for incident resolution and ticket management
  • Citrix and Virtualization Working knowledge of Citrix Workspace and VMware, including virtualization concepts and management
  • Active Directory Understanding of Active Directory services for user and group management, security, and authentication
  • Network Troubleshooting Strong skills in troubleshooting network issues, including cabling, connectivity, and configuration problems
  • Customer Service Excellent customer service skills with a focus on providing quality assistance through various channels, including phone calls, emails, and chats
  • Time Management and Multitasking Effective time management skills to prioritize tasks and handle multiple assignments simultaneously
  • Problem Solving Strong critical thinking and problem-solving abilities to quickly identify and resolve technical issues
  • Leadership and Teamwork Experience working in collaborative environments, providing leadership, and contributing to team success
  • Pressure Handling Ability to operate under pressure, maintaining composure and delivering results in high-stress situations
  • Fast Learner Quickly grasp new technologies and concepts, adapting to changing environments and learning on-the-go
  • Hardware diagnostics
  • Training Curriculum Design
  • Technical Training Leadership
  • Best Practice Implementation
  • Network configuration
  • System Administration
  • Ticket management
  • Software Installation
  • Operating systems
  • Remote Support
  • Data Recovery
  • Application support
  • Technical Support
  • Desktop support
  • Network diagnostics
  • Software diagnosis
  • Customer Service
  • TCP/IP
  • Systems Analysis
  • User Support
  • Application installations
  • Support case resolution
  • MS Office proficiency
  • Technical Troubleshooting
  • Windows 10
  • Mac systems
  • Hardware upgrades
  • Wide-area Networks
  • Hardware and Peripherals
  • Windows XP/Vista
  • Linksys
  • LAN/WAN
  • DHCP/DNS Ethernet and Firewall proficient

Certification

  • Cisco Certified Network Associate Routing and Switching (CCNA Routing and Switching)
  • Understanding of Cisco Network Devices

Languages

English
Native or Bilingual

Timeline

Technical Support Advisor

Transcom Worldwide
04.2024 - Current

Technical Specialist

Unity Connected Solutions
05.2022 - 09.2023

On-Site Field Admin

Switch Health
01.2021 - 04.2022

Technical Support Associate

Execulink Telecom
03.2020 - 01.2021

Technical Sales Advisor

IOS Solutions
06.2018 - 12.2019

Technical Support Associate

Convergys
04.2012 - 08.2017

C´egep De La Gasp´esie Et Des Iles

Post Graduate Certificate - Attestation of College Studies, Comprehensive coursework in IP Networks Telephony, spanning Technology of Electricity & Electronics, Networking Fundamentals, PC Usage, Structured Cabling & Fiber Optics, PC Maintenance & Troubleshooting, Routing Protocols, Electronics Principles for Telephony, Phone Network Cabling, Commuted Networks, Phone Systems, IP Telephony, Network Security, and Tele Video Systems installation in Cable Television. from Wireless Networking

Fanshawe College

Ontario College Graduate Certificate - Information Security Management, Comprehensive Information Security Management curriculum covering Information Security, OS & Application Security, Security Planning, Web Security, CCNA R&S, Information Security Testing, Network Monitoring & Penetration Testing, CISSP, Project Management, CCNA Security, Ethical Hacking & Exploits, and Digital Forensics. from IT Network Security

Amity University

Bachelors of Computer Applications, Comprehensive Bachelor of Computer Applications Program Encompassing Programming (C, C++, Visual Basic, Java, Unix OS, Shell, PHP, MySQL, HTML), Cyber Security, System Software, Multimedia Applications, Computer Communication & Networking, Software Engineering, Computer Graphics, Database Management, Accounting, Production & Operations Management, Principles of Management, System Analysis & Design, Digital Electronics, And Computer Architecture. from Computer And Information Systems

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Bhrigu Malhotra