Summary
Overview
Work History
Education
Skills
Timeline

Eshan Bhatia

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Managed high-volume loan paperwork in dynamic environments with high production, approval and customer relations targets.

Expertise includes reviewing and validating personal, employment and financial histories for each applicant.

Self-motivated and reliable with excellent teamwork, problem-solving and organizational skills.

Overview

6
6
years of professional experience

Work History

IT Operations Analyst

Liaison College
Hamilton, ON
02.2023 - Current
  • Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
  • Enhanced and reconstructed computer systems to increase efficiency.
  • Researched and adopted new technologies to add value to existing offerings.
  • Investigated system issues and implemented resolutions to reduce downtime.
  • Reviewed technical work of consultants and third-party support providers.
  • Installed system updates to address vulnerabilities and reduce security issues.
  • Re-engineered existing computer systems to promote ease-of-use and improve system security.
  • Used ticketing systems (ServiceNow) to manage and process support actions and requests.

IT Consultant

Spice Of Bollywood Ltd
London, ON
06.2022 - 01.2023
  • Created service level agreement for IT operational functions and help desk operations.
  • Inspected equipment, assessed functionality and optimized controls.
  • Recommended and installed upgrades and helped businesses to plan for technology to match growth.
  • Planned and developed interfaces that simplified overall management and offered ease of use.

Support Representative

Bill Gosling Outsourcing (MCAP)
London, ON
10.2021 - 06.2022
  • Handling mortgage accounts of MCAP customers.
  • Making Outbound calls to the customers to clear the outstanding amount on the mortgage
  • Giving customer right information regarding adding extra payments on to ongoing regular payments as well as assisting them with lump-sum payments towards their mortgage
  • Following the client specific procedure using dedicated k-bank.
  • Created profitable and efficient solutions.
  • Explained legal aspects of loan to borrower, as well as payment terms and clauses.
  • Worked with underwriters to fix application problems and resolve issues.
  • Fielded customer complaints and provided solutions.
  • Giving customers information about products and services
  • Updating customer mortgage files with appropriate information and ensure information being placed in customer files follow regulatory, client specific, and corporate guidelines
  • Resetting Password and Username as well as registering to customers to the Online portal

Technical Support Specialist

Kelly Services
London, ON
02.2021 - 09.2021
  • Fostered positive employee relationships through communication, training and development coaching
  • Solved problems, handled escalated issues, and mitigated risks
  • Scheduling team members, and maintaining the call flow numbers
  • Oversaw daily workloads and workflow for smooth operations
  • Listen to and observe calls, made by call center agents in compliance with SLAs
  • Creating one on one sessions for improving the quality and meeting the metrics
  • Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth
  • Delegated work assignments and prioritized tasks
  • Executed company policies, procedures, and compliance standards to ensure the proper Quality and targets are met
  • Initiated training sessions and coached employees to develop effective staff.

Technical Support Representative

Teleperformance
Gurgaon
11.2018 - 04.2019
  • Promotion was based on my ability to exceed company goals
  • Removed malware and viruses from laptops and desktop systems using specialized software
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting ofhardware
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.

Help Desk Support Specialist

Mondelēz International
07.2017 - 02.2018
  • Consistently ranked top 5 and led team in performance metrics
  • Opened service tickets for clients, documenting user information and description of problem
  • Supported customers with password resets and account customization
  • Resolved Level 1 technical issues with software, hardware and peripherals
  • Fielded help desk customer questions and fulfilled requests
  • Recorded complaints, product deficiencies, returned orders and other customer documentation in system.

Education

Post-Degree Certificate - International business management

Fanshawe College of Applied Arts And Technology, London, ON
12.2020

Post-Degree Certificate - Project Management

Fanshawe College of Applied Arts And Technology, London, ON
12.2019

BBA - Business Administration

Amity University, Noida, India
07.2018

Skills

  • Customer service, Communication skills, Sales, Microsoft office, Microsoft word, Supervising experience, Analysis
  • Skills, Quality Assurance, Salesforce, SAP, Google Analytics, Google Cloud Platform
  • Business Administration
  • Business Planning and Strategy
  • Public Speaking
  • Business Development
  • Financial Management
  • Client Needs Analysis
  • File Documentation
  • Financial Analysis
  • Product Development and Marketing
  • Microsoft Office
  • Invoice Preparation
  • Calculate Payments

Timeline

IT Operations Analyst - Liaison College
02.2023 - Current
IT Consultant - Spice Of Bollywood Ltd
06.2022 - 01.2023
Support Representative - Bill Gosling Outsourcing (MCAP)
10.2021 - 06.2022
Technical Support Specialist - Kelly Services
02.2021 - 09.2021
Technical Support Representative - Teleperformance
11.2018 - 04.2019
Help Desk Support Specialist - Mondelēz International
07.2017 - 02.2018
Fanshawe College of Applied Arts And Technology - Post-Degree Certificate, International business management
Fanshawe College of Applied Arts And Technology - Post-Degree Certificate, Project Management
Amity University - BBA, Business Administration

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Eshan Bhatia