Summary
Overview
Work History
Education
Skills
Professionalattributes
Timeline
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DILAWAR SANGHA

Nepean,ON

Summary

Customer-centric Technical Support Specialist with over 2 years of experience in providing exceptional technical and customer service. Strong background in building customer relationships and resolving complex technical issues. Adept at multitasking in fast-paced environments and eager to learn new technologies. Excellent problem-solving skills with a focus on user satisfaction and productivity.

Overview

2
2
years of professional experience

Work History

Technical Support Specialist

Deloitte
Canada
01.2024 - 07.2024
  • Delivered technical support to over 1,000 end-users, resolving hardware, software, and network issues
  • Fostered strong customer relationships by providing personalized support and proactive communication
  • Managed IT service desk tickets using ServiceNow, ensuring timely and effective resolution
  • Conducted root cause analysis and implemented measures to prevent recurring issues, enhancing overall system reliability
  • Assisted in the deployment and configuration of new hardware and software, maintaining compliance with company standards
  • Created and updated technical documentation, including user guides and knowledge base articles
  • Provided IT training sessions for employees, promoting best practices and efficient use of technology
  • Collaborated with the cybersecurity team to safeguard corporate data and systems
  • Contributed to process improvements, resulting in a 20% increase in customer satisfaction scores.

IT Support Analyst

INNOVAPOST
Ottawa, Canada
05.2022 - 12.2023
  • Provided first-level technical support and customer service via phone, email, and chat
  • Assisted customers with product setup, troubleshooting, and usage, ensuring a positive experience
  • Managed user accounts and access permissions, maintaining security and compliance
  • Developed strong problem-solving skills by asking probing questions to identify and resolve issues
  • Maintained accurate records of customer interactions and solutions in the ticketing system
  • Participated in team meetings and training sessions to stay updated on new products and technologies.

Education

Associate Degree In Computer Programming -

ALGONQUIN COLLEGE
OTTAWA, ON

Skills

  • Operating Systems: Windows, macOS, Linux
  • Hardware: Desktops, Laptops, Printers, Mobile Devices
  • Software: Microsoft Office Suite, Office 365, Adobe Creative Suite
  • Networking: TCP/IP, DNS, DHCP, VPN
  • Tools: ServiceNow, Active Directory, Remote Desktop, VMware
  • Scripting: PowerShell

Professionalattributes

  • Customer Service Skills
  • Excellent Communicator

Timeline

Technical Support Specialist

Deloitte
01.2024 - 07.2024

IT Support Analyst

INNOVAPOST
05.2022 - 12.2023

Associate Degree In Computer Programming -

ALGONQUIN COLLEGE

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