Hi, I’m
Dhruvika Vekariya
Hamilton,ON
Summary
IT Support Analyst with 4+ years of experience resolving complex technical issues, specializing in network administration, software testing, and user support. Achieved a 98% first-contact resolution rate for over 200 monthly service incidents. Skilled in evaluating application enhancements for seamless integration and efficiency improvements. Strong problem-solving abilities and a 95% customer satisfaction rate. Proficient in a variety of technologies, including networking protocols, operating systems, and programming languages. Dedicated to continuous learning and adapting to new technologies.
Overview
6
years of professional experience
5
Certification Completed
Work History
EastlinkRemote
Technical Support Analyst
01.2021 - Current
Job overview
- Implemented automated monitoring systems that proactively identified and resolved 30% of system issues before impacting end users, reducing downtime by 40%.
- Led the migration of 200+ users to a cloud-based infrastructure, resolving post-migration issues within 48 hours and achieving a 98% user satisfaction rate.
- Optimized remote support processes, cutting response times by 20% and handling a 15% increase in ticket volume without additional staffing.
- Developed and maintained a knowledge-sharing platform, reducing average troubleshooting time by 25% and improving overall team resolution rates by 18%.
WalmartBurlington, ON
Customer Service Representative
01.2019 - 12.2020
Job overview
- Handled over 100 customer requests daily, resolving billing, print orders,
and system issues with a 95% first-contact resolution rate. - Maintained a 90% customer satisfaction rating by balancing company
policies with customer needs, reducing follow-up calls by 20%. - Provided insights from customer service reports, leading to a 10% increase in positive feedback and a 25% growth in new account openings.
Softqube TechnologiesAhmedabad, Gujarat, IN
Technical Support Representative
05.2018 - 12.2018
Job overview
- Resolved an average of 150 technical support tickets per week, maintaining a 90% first-contact resolution rate and reducing overall ticket resolution time by 25%.
- Provided software and hardware support to 500+ users, resulting in a 95% customer satisfaction rate and improving end-user productivity by 20%.
- Trained over 20 new employees on internal systems and troubleshooting protocols, reducing onboarding time by 30% and increasing team efficiency.
- Streamlined support processes by implementing a knowledge base system, decreasing repeat inquiries by 15% and reducing customer callback rates by 20%.
Education
Mohawk College of Applied Arts And TechnologyHamilton, ON, CA
Advanced Diploma from Computer System Technician - Software Support
12.2020
Sabar Institute of TechnologySabarkantha, Gujarat, IN
Bachelor of Engineering from Computer Engineering
05.2018
Skills
- Troubleshooting Techniques
- Communication
- Customer Service
- Analytical Thinking
- Problem Solving
- Time Management
- Adaptability
- Team Collaboration
- Organizational
- Conflict Resolution
Additional Information
- Networking - Network protocol (TCP/IP, DNS, DHCP, VPN, TLS, UDP, HTTP/2), Network Configuration, Switches, Router, Firewall.
- Operating System - Windows, MacOS, Linux, Unix, Android, iOS.
- Support Tools - TeamViewer, LogMeln, Jira, Zendesk, ServiceNow, Freshdesk, Salesforce.
- Programming Languages - Python, JavaScript, Java, PHP, C#.
- Scripting and Automation - PowerShell, Bash, Selenium.
- Front-End Technology - HTML, CSS, Bootstrap, Tailwind CSS, JavaScript, jQuery, AJAX, jSON, React, MaterialUI.
- Back-End Technology - Node.js, Express.js, APIs, RESTful APIs.
- Database - MySQL, SQL Server, MongoDB, FirebaseDB, Mongoose.
- Project Management - SDLC, Agile Methodology, UML.
- Cloud Platform - MongoDB, Atlas, Heroku, Netlify.
- Other Tools - Git, GitHub, npm, Postman, Visual Studio, Atom, Intellij, Netbeans, Eclipse, PyCharm.
Certification
- Modern Desktop Administrator Associate: Microsoft Certified - 01/2024
- Data Analytics Professional: Google Certified - 04/2023
- The Complete Web Development Bootcamp: Udemy Certified - 03/2022
- Data Structure And Algorithms: Udemy Certified - 05/2021
- Solutions Architect: AWS Certified - 03/ 2021
Timeline
Technical Support Analyst
Eastlink
01.2021 - Current
Customer Service Representative
Walmart
01.2019 - 12.2020
Technical Support Representative
Softqube Technologies
05.2018 - 12.2018
Mohawk College of Applied Arts And Technology
Advanced Diploma from Computer System Technician - Software Support
Sabar Institute of Technology
Bachelor of Engineering from Computer Engineering
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