CHIPPY KURIAKOSE
Kitchener,Ontario
Summary
Advanced Technical Support specialist with excellent diagnostics and repair abilities, strong attention to detail, and a methodical approach. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Troubleshoots highly technical, complex problems with ease and patience. Adept at analyzing system performance and security to drive optimal user experience.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Technical Support Specialist
Kelly Connect for Apple
05.2023 - Current
- Provide customer service to resolve technology challenges through series of troubleshooting activities and knowledge-based research.
- Actively listen and engage customers in conversation to further understand their individual needs.
- Focus on customer education and demonstration, leveraging technology to deliver memorable customer experience.
- Resolving account difficulties, troubleshooting email issues, navigating customers through various apps, data sharing & synchronization troubleshooting.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Documented customer interactions in detail within case management system, ensuring comprehensive records were maintained for future reference
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise
Quality Assurance Intern
Stratotek Inc
11.2022 - 04.2023
- Analyzed business requirements and collaborated with developers and subject matter experts to establish appropriate test patterns
- Enhanced product quality by conducting thorough testing and identifying areas for improvement.
- Created, designed, and executed test cases based on technical requirements
- Isolated and documented issues, worked with the team to prioritize issues, and performed retesting
- Verified the functionality, stability, usability, and performance of the application
- Collaborated with cross-functional teams to ensure seamless integration of new features and functionalities
Education
Post Graduate Certificate - Information Technology Business Analysis
Conestoga College
Bachelor of Technology - Electronics And Communications Engineering
MG University
Skills
- Healthcare, Banking, Logistics domain experience
- Gathering client needs, developing detailed business requirement
- Technical Support
- Software Installation and diagnosis
- Business Prospecting
- Relationship building and management
- Technical Analysis
- Risk Assessment
- Prioritizing and Planning
- Clear and concise written and verbal communication skills
- Problem-solving and people skills, with the ability to build strong relationships and proactively connect with clients
- Flexibility, eagerness to learn, strong personal ethics, and a hunger for success
- Digital literacy across a broad range of devices (ie, smartphones, tablets, laptops, etc)
- Microsoft Office 365 - MS Excel, MS PowerPoint, MS Word, MS Visio, MS Project
- Ability to perform individually and in team
Certification
- Industry Champion - BSG
- Certified Software Testing Professional
- Test Automation Foundations
- ITIL Foundation Certified
Timeline
Technical Support Specialist
Kelly Connect for Apple
05.2023 - Current
Quality Assurance Intern
Stratotek Inc
11.2022 - 04.2023
Post Graduate Certificate - Information Technology Business Analysis
Conestoga College
Bachelor of Technology - Electronics And Communications Engineering
MG University
- Industry Champion - BSG
- Certified Software Testing Professional
- Test Automation Foundations
- ITIL Foundation Certified
Similar Profiles
Miyah LabeaudMiyah Labeaud
Phone Advisor at Kelly Connect (Client-Apple)Phone Advisor at Kelly Connect (Client-Apple)
Leeana ThomasLeeana Thomas
Tier 1 IOS Technical Support at Kelly connect/ AppleTier 1 IOS Technical Support at Kelly connect/ Apple
Valencia WilliamsValencia Williams
T2 IOS Customer Service Senior Support Advisor at Kelly Connect - Apple ProgramT2 IOS Customer Service Senior Support Advisor at Kelly Connect - Apple Program