HARVINDER KAUR SMAGH
Fort McMurray,AB
Success is often achieved by those who don’t know that failure is inevitable.
Coco Chanel
Summary
Qualified Advanced Technical Support Specialist with 2 years of helpdesk and customer service experience. Provides comprehensive customer support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
6
6
years of professional experience
Work History
Technical Support Agent
Sykes Enterprises
04.2022 - 09.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Responded promptly to incoming sales leads and requests for technical support.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Security Guard
Garda Security Company
08.2018 - 05.2019
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Responded quickly to incidents and assessed active situations for security concerns.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Checked and verified photo identification prior to granting facility access.
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Completed full building and grounds patrols to spot and investigate concerns.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
Customer Service Representative
The Knowledge Bus Global School
10.2016 - 05.2017
- Managed department call volume of 50-60 calls per day and coordinated department schedules to maximize coverage during peak time
- Experienced with school Software customer relationship management (CRM) system
- Interacts with clients, visitors, and vendors
- Sorts and distributes incoming mail
- Arranges meetings by reserving rooms and managing refreshments
- Types correspondence, meeting notes, and forms among other documents
- Photocopies, scans, and files appropriate documents
- Edits documents for accuracy
- Maintains accurate records and enters data
- Assists with organizing events when necessary
- Covers reception upon occasion
- Performs additional duties when required, including drafting brochures and organizing filing system
- Conducted customer service surveys
- Assisted customers via live chat
Education
Associate of Arts - General Arts
04.2021
Skills
- Technical Documents Comprehension
- Troubleshooting and Assistance
- Knowledge Base
- Windows 10
- Customer Service Expertise
- Agent Support
- User Experience
- Tech Support
- Call Control
- Inquiry Requests
- Microsoft Windows and Office
Accomplishments
- Standard First aid and CPR
- MS Excel with Pivot tables
Languages
English
Full Professional
Hindi
Full Professional
Punjabi
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Support Agent - Sykes Enterprises
04.2022 - 09.2022
Security Guard - Garda Security Company
08.2018 - 05.2019
Customer Service Representative - The Knowledge Bus Global School
10.2016 - 05.2017
Seneca College - Associate of Arts, General Arts
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