Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

DEEPTI KALIA

Brampton,ON

Summary

  • Over 7 years study in IT, project management, software/application development
  • Experience in developing and implementing the IT needs of a business on a regular basis
  • Ability to work in multiple programming languages, systems integration, reports, troubleshooting
  • Expert in project management methodologies and vendor contracts to gain increased value
  • Known for ability to produce high quality deliverables that meet timeline, budgetary targets
  • Excellent communicator; leverage business acumen to communicate effectively with clients
  • Experienced with complex reports, negotiation of contracts, dealing with stakeholders/vendors
  • Possess planning, organizational, detail oriented, time management, and customer service skills
  • Capability to plan, organize, and establish priorities to meet company goals,achieve big results
  • Knowledge of complex business/financial concepts evaluating, analyzing financial performance
  • Support the IT operations and Help Desk system for Fulfillment and Contact Center

Overview

12
12
years of professional experience

Work History

Technical Support Consultant

Rogers Communications
04.2021 - Current
  • Accountability, flexibility and professionalism in performing all duties
  • Demonstrated interpersonal and communication (both oral and written) skills
  • Displayed sound decision-making skills and the ability to resolve conflicts sensitively and respectfully
  • Experience and success in working in a culturally diverse environment, Provided Tier 1 IT support to non-technical internal users through desk side support services
  • Managed high levels of call flow and responded to technical support needs
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
  • Submitted service tickets for equipment maintenance requests
  • Built and maintained internal knowledge bases for support products to expand available feedback and performance data
  • Provided replacement files to customers missing data, including media files, software components and other digital deliverables.

Technical Support Representative

Gatestone & Co. Inc
09.2018 - 04.2021
  • Provide Knowledge technical support and troubleshooting guidance pertaining to client's television and Internet
  • Services
  • Book service installations,answer installer arrival time inquiries, and reschedule tech visits as needed
  • Educate customers in realizing the full benefits of their products and services
  • Look for opportunities to improve our business and elevate customer experiences
  • Promote and sell the features,advantages,benefits and services to the customers
  • Thoroughly document customer interactions and escalate potential service issues
  • Identify opportunities to improve customer service levels
  • Provide feedback to leadership teams to improve environment
  • Various other duties as needed
  • Escalation services to manage complaints that require an escalation agent to make decision based on guidelines and procedures designed by client for the customer
  • Worked on internal portal for accessing all the business services by using ServiceNow Content Management Application.

Marketing Manager

Estudentbook
06.2015 - 08.2016
  • Developed strategies and tactics to get more clients for the company and got quality cliental for the company.
  • Deployed successful marketing campaigns and worked through implementation from ideation to execution.
  • Worked with sales team to execute the campaigns and monitored their performances.
  • Worked with a variety of organic and paid acquisition channels like content creation, content curation, pay per
    click campaigns, event management, publicity, social media, lead generation campaigns, copywriting, performance
    analysis
  • Produced valuable and engaging content for company website and blogs to attract and convert clients.
  • Built strategic relationships and partner with key industry players, agencies and vendors.
  • Analyzed consumer behavior and curated email and advertising campaigns accordingly
  • Overseen and approved marketing material, from website banners to hard copy brochures and case studies

Web Designer

Dapple Media
04.2013 - 04.2015
  • Promoted brand identity by creating company logos and delivering attractive, user-friendly and unique website.
  • Enhanced functionality and appearance of website and repaired functionality issues.
  • Configured templates for clients to easily customize.
  • Completed domain name registrations and maintained website and web hosting account.
  • Prepared layouts of Mobile Apps.
    Thetriobridge.com
    Alittletoomuch.com
    Madelineblom.com
    Openfiberky.com
    Transproexpress.ca
    Pizza64.com

Education

High School Diploma - Computer System Technology-Networking

Centennial College
Scarborough, Ontario
04.2018

Master of Science - Information Technology

Guru Nanak Dev University
01.2015

Skills

    TECHNICAL SKILLS:

  • NETWORKING: TCP/IP, Windows NT, Internet,
  • Intranet,Routing and Switching, LAN/WAN,
  • Troubleshooting, VPN configurations, Designing
  • Network Topologies
  • Programming: SQL, MYSQL, basics of C
  • Windows Operating Systems: MS Windows, Windows
  • 2012 Server and Windows 7/8/10 Professional
  • Utilized Active Directory, Office 365 and the range of
  • Applications: Microsoft Office, Outlook and various email programs

Additional Information

  • Data Centre: Installed Linux, Window Server 2012 R2 on College Simulated Data Centre vSphere Client
  • Technologist Project: Designed Topology using 2 routers, 3 switches, two Window servers 2012 and multiple clients and provided services such as DHCP, DNS, web services, exchange services
  • RDBMS: Done by using MS Access, MS Excel, created various tables, queries, relationship between tables, forms
  • Research on Implementation of Various Routing Protocols: Implemented various state-of-art routing protocols used in wired networks like RIP, EIGRP, OSPF on CISCO Packet Tracer
  • Experimentally compared and determined their performance among each of them and concluded the best performing protocol according to results obtained.

Timeline

Technical Support Consultant

Rogers Communications
04.2021 - Current

Technical Support Representative

Gatestone & Co. Inc
09.2018 - 04.2021

Marketing Manager

Estudentbook
06.2015 - 08.2016

Web Designer

Dapple Media
04.2013 - 04.2015

Master of Science - Information Technology

Guru Nanak Dev University

High School Diploma - Computer System Technology-Networking

Centennial College

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DEEPTI KALIA