Bhanu Priya
IT SUPPORT SPECIALIST
Nanaimo,Canada
Summary
Creative Technical Support Engineer with 6 years of experience, eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Support Supervisor
Rajdhani Restaurant
01.2023 - 07.2024
- Trained and oversaw front-of-house staff including almost 20 people and scheduling shifts
- Resolved complex issues and ensured high dining satisfaction
- Coordinated between diners and kitchen and ensured service standards
- Implemented service enhancements and trained staff on best practices
- Handled cash and ensured accuracy in transactions
- Assisted customers with orders, provided menu details and promotions
Customer Service & Sales Associate
Bath & Body Works
10.2022 - 01.2023
- Assisted customers with product selection, handled returns and complaints
- Promoted products, upsell and cross-sell, stayed updated on product knowledge
- Operated register, managed transactions, maintained store cleanliness, restocked merchandise
- Set up and maintained product displays ensuring accurate signage
- Created an engaging shopping experience and addressed issues promptly
- Achieved sales goals, participated in team meetings and contributed to a positive environment.
Support Specialist
Rackspace Technology
05.2020 - 07.2022
- Utilized expertise in Windows and Linux servers to diagnose and resolve various client issues, ensuring seamless operation and user satisfaction
- Proactively detected and resolved website issues and alerts, ensuring optimal performance and reliability for clients
- Demonstrated proficiency in basic Active Directory tasks, such as password resets, contributing to streamlined user account management processes
- Utilized Incident Management System to document and manage problems and work requests, facilitating efficient resolution and circumvention of issues
- Responded to and diagnosed problems through discussions with users, dealing in about 40-50 issues per day in the form of tickets or calls, employing problem recognition, logs, research, isolation, resolution, and follow-up steps to ensure comprehensive issue resolution.
Global Service Desk Engineer
Publicis Sapient
01.2019 - 01.2020
- Proficiently managed Active Directory, including user account creation, modification, and deletion, ensuring compliance with company policies and security standards
- Successfully administered Windows servers, maintaining their optimal performance and reliability through regular monitoring and troubleshooting
- Oversaw company domain accounts, handling ID creation and deletion processes with precision and attention to detail
- Received, logged, and managed calls (almost 50-60 per day) from internal staff and external clients , providing technical assistance and escalating unresolved issues to the required support team when necessary
- Efficiently distributed calls to resources, monitored call response and resolution times, and tracked all calls through various stages until closure to optimize service delivery.
Service Desk Engineer
Microland Limited, Bank of America
01.2018 - 12.2018
- Served as the primary point of contact for clients, delivering expert support and guidance on IT-related matters, handling nearly 40-50 users per day
- Proactively identified and resolved performance issues to optimize system functionality and enhance user experience
- Monitored call response and resolution times, ensuring adherence to service level agreements and accurate record-keeping
- Tracked and documented all calls through various stages until closure, ensuring comprehensive records and insights into service performance and improvement areas
- Leveraged incident management systems to document and manage problems and work requests, facilitating efficient resolution and issue circumvention.
Service Desk Engineer
IMSI Global Pvt. Ltd (MTS)
08.2016 - 11.2017
- Served as a primary IT contact for clients, managed inbound calls, and adhered to internal protocols for efficient change, incident, and service management
- Demonstrated ownership in resolving issues, facilitated escalation, and maintained incident management systems.
Education
PROJECT MANAGEMENT-IT -
CANADORE COLLEGE (STANFORD)
Toronto, ON12.2023
MOBILE APPLICATION DEVELOPMENT -
CANADORE COLLEGE (STANFORD)
Toronto, ON03.2023
B-TECH-COMPUTER SCIENCE - Computer Science
PUNJAB TECHNICAL UNIVERSITY
India04.2015
Skills
- Service Level Management
- Escalation Handling
- Client Relationship Building
- Delegation and prioritization
- Multitasking and Organization
- Analytical Thinking and Problem-solving abilities
- Excellent Communication
- Adaptability and Flexibility
- Decision-Making
- Customer Service Management
Accomplishments
- Introduced a proactive monitoring system for server performance at "Rackspace Technology", resulting in a 20% decrease in system downtime and improved client satisfaction.
- Awarded as Best Performer of the year at "Rackspace Technologies" for implementing customer feedback mechanisms and service improvement initiatives, resulting in a 25% increase in client satisfaction scores over the course of six months.
- Acknowledged for outstanding performance in managing Active Directory accounts at "Publicis Sapient", ensuring seamless user access and compliance with security standards.
- Optimized the incident management process at "Publicis Sapient" and "Bank of America" by implementing standardized procedures, leading to a 30% reduction in resolution time and enhanced service delivery.
- Created an application based on ANDROID (Pres_Viewer App) as Graduation project
- Developed a software based on the language JAVA( MUSIC BOX) as Graduation project
Languages
English
Full Professional
Hindi
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkPart TimeWork Location
RemoteHybridOn-SiteImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit SharingFlexible work hoursQuote
Each small task of everyday life is part of the total harmony of the universe.
Saint Thérèse de Lisieux
Software
Microsoft Suite
Email management
Using databases
Online research
Interests
Travelling new places
Treking
Reading
Doing Sports
Exploring different cultures and diversities
Timeline
Customer Support Supervisor
Rajdhani Restaurant
01.2023 - 07.2024
Customer Service & Sales Associate
Bath & Body Works
10.2022 - 01.2023
Support Specialist
Rackspace Technology
05.2020 - 07.2022
Global Service Desk Engineer
Publicis Sapient
01.2019 - 01.2020
Service Desk Engineer
Microland Limited, Bank of America
01.2018 - 12.2018
Service Desk Engineer
IMSI Global Pvt. Ltd (MTS)
08.2016 - 11.2017
PROJECT MANAGEMENT-IT -
CANADORE COLLEGE (STANFORD)
MOBILE APPLICATION DEVELOPMENT -
CANADORE COLLEGE (STANFORD)
B-TECH-COMPUTER SCIENCE - Computer Science
PUNJAB TECHNICAL UNIVERSITY
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