Dhavalkumar Chauhan
Stittsville,ON
Summary
Results-driven Technical Support Engineer with extensive experience at Checkpoint Software Technologies Ltd., specializing in troubleshooting and network administration. Demonstrated expertise in Ticketing systems and TCP/IP, consistently enhancing customer satisfaction through outstanding service. Spearheaded quality improvement initiatives, reflecting strong leadership and technical skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Checkpoint Software Technologies Ltd.
Ottawa, ON
05.2023 - Current
- Configure and maintain network connectivity to the Internet, including firewalls, proxy servers, and virtual private networks (VPNs)
- Manage the communication with the development team through analysis of problems. facilitate installation, implementation, maintenance, education, and document of technical products in a technical support environment.
- Research, resolve, and respond to questions received via telephone calls and web based interface in a timely manner, in accordance with current standards
- Significant focus on professionalism and quality of service
- Investigating, diagnosing, and solving vendor software and hardware faults.
- Diagnose and resolve network issues using advanced troubleshooting techniques, network analyzers, and diagnostic tools.
- Providing technical support via remote sessions like zoom, WebEx, etc to customers
Technical Support Analyst
Property Vista Software Inc.
Toronto, ON
02.2022 - 08.2022
- Investigate and analyze tickets created by users on Zendesk to find the best responses and solutions.
- Create and submit internal tickets using the Jira issue-tracking system.
- Reproduce production issues in Property Vista's internal environments to identify the root cause, and provide insights for the Development.
- Prepare change requests in Jira to the DBA team for any user issues that must be fixed through database scripts.
- Respond to the alerts by finding workarounds or solutions, by analyzing log files using PV Operations and an open-source data visualization dashboard.
- Troubleshoot critical production issues escalated by internal customers and the Customer Success Team to provide solutions or workarounds.
- Monitor and troubleshoot third-party integration processes and interfaces related to data and payment transactions.
- Monitor, troubleshoot, configure, and run system processes.
Senior Technical Support Specialist
DependableIT
Hamilton, Canada
09.2019 - 10.2020
- Assisted Tier 1 escalations and customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Gathered pertinent data, identified and evaluated options, and recommended an effective course of action to solve the technical issues pertaining to networking systems, VPNs, Wi-Fi, antivirus software, emails, and websites.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Monitored day-to-day activities of new-hire Tier 1 employees, noting areas needing improvement, and implementing plans for rectification.
- Advised executives on best practices for employee growth, productivity goals, and areas of improvement.
- Oversaw technical documentation, procedures, and troubleshooting methods, and their improvements.
Tier 1 Technical Support Representative
DependableIT
Hamilton, Canada
07.2018 - 09.2019
- Provided first level technical support for all Cogeco products (e.g
- Cable TV, Internet, Epico, VOIP, TiVo, etc) and answers other types of inbound customer inquiries for all systems
- Troubleshoots and resolves technical issues using established diagnostics tools and procedures
- Escalates customer issues as required
Education
Computer System Technician - Networks System, Computer Science
Mohawk College of Applied Arts And Technology
Hamilton, ONBachelor's of Computer Application - Computer Applications Development
Sardar Patel University
Anand, GujaratSkills
- Technical analysis
- Ticketing systems (Salesforce, Compass, Jira etc)
- Knowledge of ServiceNow
- Troubleshooting technical issues
- Microsoft Office
- VPN Security
- TCP/IP
- Remote Management
- Directory Services
- Technical Support Expertise
- Network Administration Proficiency
Certification
- Checkpoint Certified Endpoint Specialist (CCES)
Timeline
Technical Support Engineer
Checkpoint Software Technologies Ltd.
05.2023 - Current
Technical Support Analyst
Property Vista Software Inc.
02.2022 - 08.2022
Senior Technical Support Specialist
DependableIT
09.2019 - 10.2020
Tier 1 Technical Support Representative
DependableIT
07.2018 - 09.2019
Computer System Technician - Networks System, Computer Science
Mohawk College of Applied Arts And Technology
Bachelor's of Computer Application - Computer Applications Development
Sardar Patel University
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