Arduino, CRM Database
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
Quick and Adapt Analytical Thinking
Cisco Routers and Switches
Technical Documentation
Ticketing System
Inventory Management System
Software
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