Gagandeep Kaur
Toronto,Ontario
Summary
Service-oriented, hands-on Technical Support with excellent communication and leadership skills. Strong track record of responsive and respectful service cost-conscious service-level maintenance, and empowering IT team leadership. Proven ability to understand organization's critical support requirements, identify delicense and opportunities, and develop innovative solutions for increasing IT reliability.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Cognizant
03.2023 - 03.2024
- Attend inbound calls to assist Enbridge users
- Work on user's Active Directory accounts
- Troubleshoot all kinds of outlook issue
- Assist is various applications such as Oracle, Clickmobile, Scada, Kubra, Sharepoint, GUI SAP etc
- Reset authentication methods and assist users with the same
- Create tickets and escalate if the issue is not resolved
- Follow OSI model and rectify the layer with error
- Remote in to users Laptop to repair Ofiice365 and Acrobat whenever required
- Deal with users PIM, Cybervault and ICS accounts
- Configure TCP/IP addressing.
Technical Support Representative
Gatestone & co.
09.2022 - 03.2023
- Attend inbound calls and chats help customers to solve their problems
- Communication effectively with managers, supervisors and follow the policies for customer personal security
- Handled customer complaints and escalated issues according to procedures
- Used proactive monitoring procedures and tools to identify problem-prevention opportunities
- Analyzed customer data to identify trends
- Authenticate the customer and resetting the password of their webmail
- Assisted user to configure IP Address and connect to personal devices.
Technical support Representative
HDB Financial Services
01.2019 - 12.2020
- Identifying hardware and software solutions
- Speaking to customers to quickly get to the root of their problems
- Conducted customer service recoveries using technical knowledge and business skills
- Entered commands and observed system functioning to verify correct operations and detect errors
- Delivered support for internet service and connectivity-related issues pertaining to operating system, PC and browser configuration.
Education
Business Managment -
Canadore college
Missisuaga, Canada09.2022
Human Resource Management -
St.Lawerence College
Scarborough, Canada06.2022
Bachelor of Engineering -
Delhi University
Delhi, India07.2018
Skills
- Inbound call management
- Mindful Solutions counseling
- Technical issues Analysis
- Configuring TCP/IP Addressing
- Google Analytics
- Data Visualization
- Domain knowledge
Certification
- CCNA
- Microsoft Azure Administrator
- Linux (pursuing)
- Excel
Languages
English
Native or Bilingual
Timeline
Service Desk Analyst
Cognizant
03.2023 - 03.2024
Technical Support Representative
Gatestone & co.
09.2022 - 03.2023
Technical support Representative
HDB Financial Services
01.2019 - 12.2020
Business Managment -
Canadore college
Human Resource Management -
St.Lawerence College
Bachelor of Engineering -
Delhi University
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