Gurleen Kaur
Brampton,ON
Summary
3+ years experience in Technical Support and Customer Service . Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Advisor
Transcom
10.2022 - Current
- Served as primary point of contact for triaging technical issues.
- Provide Customer Service and Support for Apple products and services
- Support incoming inquiries related to customer billing accounts and Apple ID
- Educate customers on best practices to get value from their products and services
- Assist in Account password reset and Account recovery
- Navigating between multiple applications to research solution for affected product
- Document and categorize issues correctly while maintaining quality
Technical Support Analyst
GoFleet Inc
03.2020 - 09.2022
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Troubleshoot, diagnose and document software and hardware issues
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Authored technical requirement documentation to suit business goals and technological limits.
- Monitored systems in operation and quickly troubleshot errors.
- Resolved issues with systems, hardware quickly and accurately.
- Tested and supported web and mobile based applications
- Identifying defects , created bug reports and assigning it to the development team
- Participate in weekly sprint meetings for review .
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Technical Support Representative
Gatestone & Co
11.2018 - 02.2020
- Managed high levels of call flow and responded to technical support needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Consult internal software, tools and guides to research customer issues and implement solutions
- Documented support interactions for future reference.
- Managed high levels of call flow and responded to cable and internet technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
Education
Post-Graduate Diploma - Mobile Development
Conestoga College
2018
Bachelor of Technology - Computer Science Engineering
Global Institutes
2013
Skills
- Issue Troubleshooting
- Resolve Technical Problems
- User Guidance
- MS Office Proficiency
- Hardware and Software Installation
- Support Ticket System Management
- Apple IOS
- Microsoft Windows and Office
- Organizational Skills
- Support End-Users
Certification
- ISTQB Certified Foundation level Tester
Timeline
Technical Support Advisor
Transcom
10.2022 - Current
Technical Support Analyst
GoFleet Inc
03.2020 - 09.2022
Technical Support Representative
Gatestone & Co
11.2018 - 02.2020
Post-Graduate Diploma - Mobile Development
Conestoga College
Bachelor of Technology - Computer Science Engineering
Global Institutes
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