Summary
Overview
Work History
Education
Skills
Software
Timeline
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Hanfia Choudhary

Fredericton, Brunswick,New

Summary

Competent Technical support Specialist-Advanced (TIER-2) well-versed in assisting users with diverse computer system, network issues and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.

Overview

2
2
years of professional experience
5
5
years of post-secondary education

Work History

Technical Support Specialist-Advanced

Xplornet communications Inc
Fredericton, NB
01.2021 - 07.2022
  • Advanced technical supports accurately respond to questions and assist customers with Installation, setup, and troubleshooting via Spark, phone, or teams
  • Helping the technical support specialist team, including hands on support and direction related to their responsibilities for technical problem resolution for our customers with employee satisfaction and first call resolution
  • Providing high quality Customer service with Xplornet’s service level and quality guidelines
  • Cross-departmental liaison to investigate and escalate technical customer issues as appropriate including Channel support and Network operations for resolution
  • Documenting and prioritizing troubleshooting tickets and technical issues on customer accounts
  • Maintaining extensive knowledge of technical troubleshooting for Xplornet products and staying current relative technology advancements.
  • Having knowledge to troubleshoot Xplornet Email Server issues such as SMTP, IMAP and POP and Home phone troubleshooting.

Technical Customer support

HGS CANADA
09.2020 - 12.2020
  • Responding quickly and courteously to technical inbound calls
  • Use available tools to diagnose, investigate and resolve internet network, hardware, and software issues over the phone
  • Creating tickets, schedule appointments with field technicians and follow up to ensure resolution of customer issue
  • Used Salesforce as a major searching tool in order to do technical troubleshooting
  • Achieved various bonuses and tech
  • Appreciation customer service rewards.

Education

Diploma - Electronics Engineering Technician(GPA 3.3)

Seneca College of Applied Arts And Technology
North York, ON
01.2019 - 08.2020

Bachelor of Science - Computer Science(CGPA 8.1)

Himachal Pradesh University
05.2014 - 05.2017

Skills

Technical support knowledge

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Software

Arduino, CRM Database

Visual Studio,Ericsson

Outlook, Office 365 management

Putty, Breezview, Cacti, Wireshark

Timeline

Technical Support Specialist-Advanced

Xplornet communications Inc
01.2021 - 07.2022

Technical Customer support

HGS CANADA
09.2020 - 12.2020

Diploma - Electronics Engineering Technician(GPA 3.3)

Seneca College of Applied Arts And Technology
01.2019 - 08.2020

Bachelor of Science - Computer Science(CGPA 8.1)

Himachal Pradesh University
05.2014 - 05.2017

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Hanfia Choudhary