Deeraj Vetcha
Toronto,Canada
Summary
Dedicated and experienced Technical Support Specialist with expertise in troubleshooting, incident management, and system security. Seeking to leverage my skills and knowledge as a Technical Support Specialist, ensuring exceptional customer support, secure system operations, and efficient clinical communication workflows.
Overview
4
4
years of professional experience
Work History
Technical Support Specialist
Concentrix Solutions
01.2024 - Current
- Provided first-level technical support via phone, email, and live chat, addressing hardware, software, and network issues.
- Diagnosed and resolved Windows platform, network configurations, and connectivity issues, including VPN troubleshooting.
- Collaborated with cross-functional teams (technical, innovation, and development) to escalate and resolve complex issues promptly.
- Documented all customer interactions, solutions, and incident resolutions in the ticketing system, following company procedures (aligned with ISO standards).
- Conducted remote troubleshooting, system health checks, and configuration adjustments, ensuring full functionality post-resolution.
- Created and updated knowledge base articles and user guides to enhance self-service support for customers.
- Managed incident logs, maintained security protocols, and reported on the system's operational performance.
IT Support Technician
Brock Solutions
09.2022 - 12.2023
- Provided on-site technical support, troubleshooting network systems, and managing user accounts in a private-sector setting.
- Assisted in configuring and maintaining network security measures, remote VPNs, and network configurations for enhanced user security.
- Maintained incident logs for internal reference, ensuring all steps and solutions were documented for future support.
- Conducted equipment setup and ensured proper installation of the OS, network connections, and security software for seamless user experiences.
- Developed and maintained a log of technical issues and solutions to streamline incident response for technical support teams.
Product Support Associate
Cognizant Technology Solutions
05.2021 - 04.2022
- Provided remote software support for complex technical issues, coordinating with internal teams to resolve issues effectively.
- Used ticketing systems to document and track all customer interactions and resolutions for reference and continuous improvement.
- Proposed and implemented process improvements for service workflows based on customer feedback and performance monitoring.
- Supported network and Internet troubleshooting to help users resolve connectivity issues in secure and regulated environments.
Education
Post-Graduate Diploma - Embedded Systems and Development
Conestoga College
Kitchener, ON08.2023
Bachelor of Technology - Electronics and Communication Engineering
Jawaharlal Nehru Technological University
Hyderabad, India01.2021
Skills
Operating Systems: Windows, macOS, Linux
Networking: TCP/IP, Wi-Fi, VPN, Windows Networking, Network Security
Cybersecurity: Security Software, Incident Management, Threat Monitoring
Protocols: TAP, HL7, SIP, Serial Communications
Technical Support: VPN Support, Remote Troubleshooting, System Health Checks
Tools: JIRA, Zendesk, ServiceNow, TeamViewer, AnyDesk, SharePoint, Knowledge Base Management
Software: Installation, Configuration, Troubleshooting, HTML Editing
Documentation: User Guide Creation, Incident Tracking, Knowledge Base Updates
Customer Service: Rapport-Building, Client Training, Issue Resolution, Customer Satisfaction
SQL, Power BI, Office 365
Projects
- Developed a cost-effective Panic Alert System with a self-contained network, loud buzzer, and call feature for emergency assistance, ideal for hospitals, old-age homes, and communities, with high range and battery backup for power outages.
Timeline
Technical Support Specialist
Concentrix Solutions
01.2024 - Current
IT Support Technician
Brock Solutions
09.2022 - 12.2023
Product Support Associate
Cognizant Technology Solutions
05.2021 - 04.2022
Post-Graduate Diploma - Embedded Systems and Development
Conestoga College
Bachelor of Technology - Electronics and Communication Engineering
Jawaharlal Nehru Technological University
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