Gagandeep Kaur
Surrey,B.C
Summary
Proven history of collaborating with senior management to assess and develop company-wide policies. Skilled in driving efficiency and productivity through the development, delivery, and support of strategic plans. Dedicated to creating and implementing initiatives to guide organizational navigation of modern technology. Demonstrated success in translating technical requirements into effective business solutions. Proficient in Product and Support Management with a passion for utilizing excellent communication to foster company rapport.
Focused on satisfying customer needs through robust, innovative, and forward-thinking solutions. A demonstrated success as an operational leader, and practiced influencer. Collaborates across functions to outline and achieve project targets. Skilled in building solid business solutions based on methodologies and engineering principles. A complex problem-solver with expertise in developing proposals, integrating technologies, and managing projects.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Technical Support Manager, B2B
PressReader
Richmond, BC
11.2017 - Current
- Providing Level 2 technical support and assistance to B2B customers (Hospitality, Library, Aviation and Telecom)
- Launch and Administration of Microsoft Dynamics CRM for B2B Sales Team (meetings, workflow analysis, data import)
- Escalation of Internal defects with Visual Studio Team Foundation Server (Follow-up with Development and integration Teams)
- Managing technical support team and assisting developers with support issues and problem resolutions.
- Assisted in developing training materials for customer service staff members.
- Analyzed customer feedback data to identify areas where improvements can be made in product or service delivery.
- Worked closely with other departments such as sales, marketing, engineering, finance, and IT to improve customer experience.
- Met with stakeholders to collaborate and resolve problems.
- Created reports on performance metrics and presented them to senior management.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Maintained updated knowledge through continuing education and advanced training.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Technical Support Analyst
PressReader
06.2016 - 11.2017
- Solved and escalated tickets pertaining to functionality, configuration and account issues
- Report and summarize weekly activity reports to management
- Worked closely with developers, programmers, and quality assurance
- Crafted documentation materials for end-user FAQs and support steps
- Provided training and orientation to new and migrating clients (on-boarding)
- Responded to all Ad-hoc data and analysis requests from various departments.
Technical support Associate
Tech Mahindra
03.2013 - 12.2013
- Worked for the BBNMS Light Speed Project AT&T (U-Verse) product
- Provided information on the critical issues to the management, development and test teams
- Working experience in Service Management Layer, Network management Layer, Element management Layer and Network Element Layer
- Worked on Real and simulated devices.
Dell
09.2012 - 03.2013
- Provided first-level technical support to end-users on proprietary software, Hardware devices and applications, including installation and appropriate service level to warranty
- Demonstrated knowledge of troubleshooting hardware issues for desktop and laptop PC's
- Performed troubleshooting techniques over the phone or via web messenger and remote access to identify and resolve issues
- Assist team members and provide support and solutions to customer queries to meet company objectives.
Internship in Network Administration
01.2012 - 07.2012
- Installing antivirus protection, firewall setup, system backup and upgradation
- Basic IP addressing and communication between LAN device
- Switch-port securities, applied VLANs, NAT policy on ASA firewall
- Implemented secure VPN, GRE, Access-lists, OSPF, and RIP
- SIP trucking, IP phone configuration, assigning extensions to phones
- Windows server 2008- assigning permissions, security, Active Directory, DNS, FTP.
Education
Computer System Technician -
George Brown College
Toronto, ON04-2015
Postgraduate in Wireless Networking - Wireless Networking
George Brown College
Toronto, ON12-2014
Bachelor of Electronics And Communication Engineering -
Punjab University
Chandigarh 04-2012
Skills
- Technical Troubleshooting
- Customer Support
- Staff Hiring
- Project Leadership
- Department Management
- Product Development
- Requirements Analysis
- Project Coordination
- Scope Definition
- Remote Support
- Training and Mentoring
- Customer Communications
- User Support
- Project Planning
Certification
- CCNA (Cisco Certified Network Associate)
- MCSA (Microsoft Certified Systems Associates)
Accomplishments
Pressie of the Year 2021
Languages
English
Professional
Hindi
Professional
Punjabi
Professional
References
References available upon request.
Timeline
Senior Technical Support Manager, B2B
PressReader
11.2017 - Current
Technical Support Analyst
PressReader
06.2016 - 11.2017
Technical support Associate
Tech Mahindra
03.2013 - 12.2013
Dell
09.2012 - 03.2013
Internship in Network Administration
01.2012 - 07.2012
Computer System Technician -
George Brown College
Postgraduate in Wireless Networking - Wireless Networking
George Brown College
Bachelor of Electronics And Communication Engineering -
Punjab University
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