Heena Gurnani
Hanover,ON
Summary
Creative IT Support Specialist, bringing 6+ years of exceptional experience, offering clients easy-to-understand guidance & actionable advice, along with handling problems and determining optimal solutions. Versed in troubleshooting and multitasking skills. Proficient in using all Microsoft apps,Adobe software's, Salesforce, Rave, and Core. Delivers Tier 2 and 3 support knowledge.
Overview
6
6
years of professional experience
Work History
Senior Technical Assistant
Summerhill (Enbridge Gas and Efficiency Nova Scotia)
04.2022 - Current
- Guided, coached and lead project teams, delegating tasks and evaluating performance and progression of project pace.
- Learned Excellent Knowledge of using Salesforce
- Provided managerial skills like handling pay rolls, attendance of team members and metrics report of Employees
- Served as first point-person for senior support inquiries to eliminate any technical struggles by Providing exceptional customer service experience over phone & emails.
- Generated reports to track performance and analyze trends.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Gathered, organized and distributed technical documentation.
M365 Business Technical Advisor
Sherweb (Microsoft)
05.2021 - 11.2021
- Contacted Microsoft Business Member to provide necessary information related to their account and resolve any issues and complaints.
- Learned technical aspects of Microsoft 365 with knowledge of Intune, Concierge, Dynamic 365, Azure, etc
- Gathered data from appropriate sources to assist in determining customer needs and requirements.
- Excelled in using Rave , as primary software. Received recognition of using maximum features in Rave and utilizing all tools.
- Gained Experience using all Microsoft Products like Microsoft Word, Microsoft Excel, Microsoft Power point, etc
- Participated in collaborations and Teamwork.
- Promoted use of Microsoft OneNote and SharePoint for documentation management.
IOS Technical Advisor
Apple, Concentrix
02.2020 - 04.2021
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Gained Excellent knowledge of User Interference of using Core
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on spot
- Walked individuals through basic troubleshooting tasks.
- Recorded and maintained relevant notes for each client and work order.
- Weekly evaluated performances of fellow employees to keep track for quality work
- Resolved diverse range of technical issues across multiple apple product like I phone, I mac, I watch Etc with both software or hardware issues.
Customer Service Representative
Canadian Tire, Toronto, Ontario
02.2019 - 11.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Updated account information to maintain customer records.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Sales Associate/Cashier
Circle K (Mac's) Toronto, Ontario
08.2018 - 12.2019
- Always provided each customer with highest levels of service and satisfaction
- Liaised with customers, management, and sales team to meet customer needs
- Assisted customers with selecting and customizing available items based on individual requirements
- Improved operational efficiencies while managing work requests, store inventory, equipment transactions, new purchase orders and pricing needs
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Receptionist Intern
Holiday Inn Toronto, Ontario
12.2017 - 07.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Communicated accurate information about promotions, customer programs and products, providing exceptional customer service.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Scheduled initial and return appointments for Holiday Inn's clients, adhering to internal policies while accommodating individual customer needs.
Education
3D- Animation -
Centennial College - Story Arts Centre
Toronto, ON12.2019
Arts And Design Fundamentals -
Centennial College - Story Arts Centre
Toronto, ON04.2018
Skills
- Positive Mindset
- Troubleshooting and research
- Quick Learning Behavior
- Proficient Knowledge of Microsoft Office- Word, Excel, Teams, Power point etc
- Excellent Organizational Skills
- Active Listening
- Technical Guidance
- Strong Interpersonal, Communication and Problem-solving Skills
References
Available upon request
Languages
English
Full Professional
Timeline
Senior Technical Assistant
Summerhill (Enbridge Gas and Efficiency Nova Scotia)
04.2022 - Current
M365 Business Technical Advisor
Sherweb (Microsoft)
05.2021 - 11.2021
IOS Technical Advisor
Apple, Concentrix
02.2020 - 04.2021
Customer Service Representative
Canadian Tire, Toronto, Ontario
02.2019 - 11.2020
Sales Associate/Cashier
Circle K (Mac's) Toronto, Ontario
08.2018 - 12.2019
Receptionist Intern
Holiday Inn Toronto, Ontario
12.2017 - 07.2018
3D- Animation -
Centennial College - Story Arts Centre
Arts And Design Fundamentals -
Centennial College - Story Arts Centre
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