Gayatri Rana
Edmonton,AB
Summary
Dynamic and results-oriented IT professional with extensive experience at J.L Richards & Associates, specializing in technical troubleshooting and providing excellent customer service. Proven track record in enhancing system performance and ensuring user satisfaction. Adept in utilizing Microsoft Office 365 and fostering adaptability within the team. Successfully updated and deployed software for over 450 users, showcasing exceptional analytical skills and a strong commitment to innovation.
Overview
7
7
years of professional experience
1
1
Certification
Work History
HELP DESK SUPPORT SPECIALIST
J.L richards & associates
04.2021 - Current
- Working with end users to develop an understanding of the needs and uses of their PCs, including hardware, software and printers
- Analyzing and diagnosing problems reported by end users
- Installing PC hardware and software and Asset inventory control
- Provide cellphone maintenance, deployment of base software's and image and built computers and assistance with usage
- Monitored system performance metrics using automated monitoring tools
- Experience using Meraki setup for iPhone for internal employees as well as contractors
- Managed inventory of spare parts including laptops, monitors, hard drives, ensuring availability of spares when required
- Successfully managed customer escalations, resolving difficult and complex issues with a high degree of efficiency
- Performed basic troubleshooting steps on hardware and software issues to determine root cause of problems encountered by customers
- Configured and maintained computer systems, including desktop PCs, laptops, printers, mobile devices and network equipment
- Set up Active Directory and Exchange accounts for new users and groups
- Provided technical support to customers, troubleshooting hardware and software issues remotely and on-site
- Responded in a timely manner to service issues and requests sent in through the help desk software
- Troubleshot networking issues such as IP addressing conflicts, DNS server settings
- Performed regular maintenance tasks for Desktop, laptop and other duties such as virus scans, disk cleanups, patch installations and system backups
- Technologies: SLACK, AIRTABLE, MICROSOFT 365, GOOGLESUITES, ASANA TICKETING SYSTEM, SERVICENOW FOR INTERNAL USERS, ACTIVEDIRECTORY, CONNECTWISE, WINDOWS 10/11
TECHNICAL SUPPORT
DXC Technology- HP
10.2020 - 02.2021
- Troubleshoot system, software, and networking problems, providing feedback on technical expertise and improvements, advice to clients
- Escalation process for clients based in Canada and USA
- Successfully resolve simple to moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
- Begin to proactively assist customers to avoid or reduce problem occurrence
- Computer proficiency with applicable software applications (for example Microsoft Office 365, Active directory, Citrix applications
- Data entry for new staff at contracted Hospital (Mount Sinai Toronto)
- Experience in phone based remote role, e-support, e-chat, or similar
- Familiarity with computer technology
- Call routing and case management processes as well as case logging systems
- Managed systems for employees using web mobile and different devices via meraki setup for IVR as well
- Monitored service desk tickets using ticketing systems such as ServiceNow, Cherwell
TECHNICAL SUPPORT
HGS, ROGERS
12.2019 - 09.2020
- Answering Inbound calls for premier Canadian based on Rogers by providing basic Troubleshooting Skills for high speed internet services
- Report and solve issues related to Data software's for the company internally
- Ticketing system execution majorly Zen desk
- Used Nova software and Try to make the customer service agent trained
- Provided technical support for live broadcasts and remote productions
CUSTOMER SUPPORT (TECH)
CSUCCESS TECHNOLOGIES
02.2018 - 11.2019
- Answering calls for new customers, guide them based on their Software needs and requirements
- Responding to complaints and queries
- Maintaining records of transaction's and interactions
- Ticketing system execution majorly JIRA
- Used Nova software for back to back calls and then later on switched to AWS
- Used technical skills like HTML, CSS, API'S and more
Education
BACHELOR OF ENGINEERING - INFORMATION TECHNOLOGY
Silver Oak University
01.2019
DIPLOMA - INFORMATION TECHNOLOGY
BPTI Government College
01.2016
Schooling -
Fatima Convent High School
2012
Skills
- Customer service-oriented
- Technical troubleshooting
- Microsoft Office 365/Outlook/ Gsuits/Sharepoint/ one note
- Imaging computers
- Analytical and diagnostic skills
- Excellent communicator
- API support
- PC & MS Office proficient
- Service desk support - CITRIX apps
- Data stocking - Airtable
- Installing base remote softwares
- Escalation
- Ticketing system (Zendesk, Salesforce, Asana)
- IVR/ Technical troubleshooting
Languages
English
Full Professional
Hindi
Native or Bilingual
French
Elementary
Punjabi
Professional Working
Awards
Best IT project of the year 2019 silveroakians
Certification
Comptia A+
Timeline
HELP DESK SUPPORT SPECIALIST
J.L richards & associates
04.2021 - Current
TECHNICAL SUPPORT
DXC Technology- HP
10.2020 - 02.2021
TECHNICAL SUPPORT
HGS, ROGERS
12.2019 - 09.2020
CUSTOMER SUPPORT (TECH)
CSUCCESS TECHNOLOGIES
02.2018 - 11.2019
BACHELOR OF ENGINEERING - INFORMATION TECHNOLOGY
Silver Oak University
Comptia A+
DIPLOMA - INFORMATION TECHNOLOGY
BPTI Government College
Schooling -
Fatima Convent High School
Similar Profiles
Melanie CesareMelanie Cesare
Document Control Specialist at J.L. Richards & AssociatesDocument Control Specialist at J.L. Richards & Associates
Ivan DzeparoskiIvan Dzeparoski
Senior Water Resources Engineer at J.L. Richards & Associates Ltd.Senior Water Resources Engineer at J.L. Richards & Associates Ltd.
Connor RitchieConnor Ritchie
Mechanical Engineer at J.L. Richards and AssociatesMechanical Engineer at J.L. Richards and Associates