First Name Last Name
Toronto,ON
Summary
Dedicated and customer-focused Technical Support Representative with over five years of experience in providing effective IT solutions and troubleshooting assistance. Proven track record of delivering exceptional support to clients, resolving technical issues promptly, and ensuring customer satisfaction. Adept at diagnosing and resolving hardware, software, and network-related problems. Strong communication and problem-solving skills with a commitment to delivering high-quality technical support.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Representative
GateStone
Toronto, Ontario
12.2022 - 12.2023
- Provide first-level technical support to clients via phone, email, and chat, addressing inquiries related to software, hardware, and network issues.
- Demonstrated advanced product knowledge to solve customer issues.
- Documented all activities related to technical support including processes, updates, changes made.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Supported customers with online billing, access and account issues.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Troubleshot customer inquiries related to software and hardware issues.
Concierge - Security
Elite Residential Concierge
Toronto, ON
03.2021 - 06.2022
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
- Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
- Maintained a professional presence at the front desk area by adhering to dress code standards.
- Handled complaints from customers in an efficient manner while working towards satisfactory resolutions.
- Updated front desk's concierge book to maintain most relevant visitor information.
- Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
Technical Support Specialist
Amazon
Hyderabad, India
08.2018 - 01.2021
- Delivered technical support services for a diverse range of clients, including software installation, system configuration, and troubleshooting.
- Diagnosed system problems using remote tools to access customer machines.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
Education
Post-Graduation Diploma - Application Development
Lambton College of Applied Arts And Technology
Sarnia, ON12-2022
Bachelor of Technology - Computer Science
School
India05-2018
Skills
- Windows OS
- MacOS
- Linux
- Microsoft Office Suite
- Active Directory
- TCP/IP
- CRM systems
- Knowledge base management
- Hardware diagnostics
- Software debugging
- Network analysis
- Customer Service
- Technical Support
- LAN/WAN
- DHCP/DNS Ethernet and Firewall Proficient
Affiliations
Member, Association of Technical Support Professionals (ATSP)
Certification
- CompTIA A+ Certification
- ITIL Foundation Certification
Languages
English
Professional
Hindi
Native/ Bilingual
Timeline
Technical Support Representative
GateStone
12.2022 - 12.2023
Concierge - Security
Elite Residential Concierge
03.2021 - 06.2022
Technical Support Specialist
Amazon
08.2018 - 01.2021
Post-Graduation Diploma - Application Development
Lambton College of Applied Arts And Technology
Bachelor of Technology - Computer Science
School