Summary
Overview
Work History
Skills
Timeline
Generic

Deepak Choudhary Sahukari

Montreal

Summary

A Technical Support Analyst with over 3 years of experience, proficient in Microsoft Office Suite (Excel, Word, PowerPoint). Dedicated to providing exceptional customer service with a positive attitude, strong listening skills, and patience. Experienced in account management and feedback collection, with a focus on enhancing customer experience and surpassing expectations. A collaborative team player, effectively coordinating with internal stakeholders to achieve shared goals and drive success.

Overview

6
6
years of professional experience

Work History

Technical Support Agent/Customer Service

TTEC
05.2023 - Current
  • Managing and resolving all user-generated support tickets from initiation to completion.
  • Providing prompt assistance through live chat and email, adhering to established SLAs.
  • Responding to customer inquiries, resolving issues, and handling complaints with professionalism and efficiency via chat and email communication.
  • Diagnosing technical problems and delivering appropriate, timely solutions.
  • Maintaining comprehensive knowledge of company products and services to offer accurate information and guidance to end users.
  • Thoroughly documenting incidents for future reference and tracking purposes.
  • Ensuring timely and high-quality resolution of issues, delivering a defect-free experience for end users.

Technical Support Analyst

ALORICA
05.2021 - 05.2022
  • Resolved incidents raised by end users and stakeholders efficiently, ensuring satisfaction.
  • Provided installation support for applications and system software through chats, calls, or emails to end users.
  • Effectively addressed client concerns, resolving queries while offering step-by-step technical support.
  • Diagnosed and troubleshot system, software, and hardware issues with precision.
  • Collaborated with cross-functional teams to plan and execute server upgrades and system updates.
  • Documented system configurations, procedures, and troubleshooting steps to enhance knowledge sharing and streamline support processes.
  • Offered technical guidance and support to both team members and end users, ensuring smooth IT operations and prompt resolution of issues.
  • Assisted in creating technical training materials for app usage, promoting user understanding and efficient utilization.

Technical Support

IBM
03.2019 - 11.2020
  • Actively collaborated with the design team to implement app upgrades and ensure user-friendly designs.
  • Addressed client concerns promptly, providing alternative solutions and effective troubleshooting.
  • Worked closely with the Team Lead and IT support team to enhance the knowledge base for recurring issues and improve response efficiency.
  • Analyzed incident trends and patterns to identify root causes, contributing to proactive incident prevention and continuous service improvement.
  • Participated in post-incident reviews, facilitating lessons-learned sessions and implementing corrective actions to mitigate future incidents.
  • Monitored and reported on key performance indicators (KPIs) and service level agreements (SLAs) related to ticket management, driving accountability and improving team performance.

Skills

  • Active Listening and Empathy
  • Detailed oriented
  • Client Relations
  • MS Office Suite (Word, Excel, PowerPoint, Outlook)
  • Network configuration
  • Remote Support
  • Application support

Timeline

Technical Support Agent/Customer Service

TTEC
05.2023 - Current

Technical Support Analyst

ALORICA
05.2021 - 05.2022

Technical Support

IBM
03.2019 - 11.2020

Similar Profiles

CREATE PROFILE
Deepak Choudhary Sahukari