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