HIMJA RAY
WATERLOO,ON
Summary
- Experienced Desktop Support Technician upbeat courteous, customer service oriented and highly persuasive with
two years of experience in customer service and technical field. - IT desktop support experienced in supporting and existing technology needs of an organization with prior technical support experience. Quantitative expert with exceptional speed in analysis of the technical issue and providing comprehensive synthesis. The result-oriented individual recognized for effectively resolving challenging issue.
- Flexible hard worker ready to learn and contribute to team success.
- Qualified Advanced Technical Support Specialist with 2 years of helpdesk and customer service experience. Provides comprehensive Technical support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
4
4
years of professional experience
Work History
Technical Support Specialist
GATESTONE & CO. INC
BRANTFORD, ON
06.2022 - Current
- Provide knowledgeable technical support and troubleshooting guidance pertaining to network, Internet, cable, digital phone, and computer issues
- Communicate electronically and by phone with customers experiencing technical difficulties to determine and document problems experienced
- Diagnose and resolve technical problems encountered by customers
- Consult internal software, tools and guides, to research customer issues and implement Solutions
- Document customer records with log of problems and solutions for use by other Technical Support Representatives.
- Deliver exceptional customer experience while staying within our support scope guidelines
- Educate customers in realizing the full benefit of the client’s products and services and look for opportunities to improve our business and elevate customer experiences
- Promote and sell the features, advantages, and benefits of client products and services to our Customers
- Employ time management and multi-tasking skills to maintain high service levels
- Thoroughly document customer interactions and escalate potential service issues
- Identify opportunities to improve customer service levels
- Provide feedback to leadership teams to improve environment
- Various other duties as needed
CASHIER
ULTRAMAR GAS STATION
WATERLOO, ON
03.2021 - 05.2022
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items and join reward programs.
- Reviewed new promotions and monitored price changes.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Worked flexible schedule and extra shifts to meet business needs.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
- Stocked, tagged and displayed merchandise as required.
- Processed customer refunds and exchanges according to established guidelines.
- Welcomed customers and helped determine their needs.
- Tallied cash drawer at beginning and end of each work shift.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
Technical Support Specialist
Alten Calsoft Labs
, India
03.2018 - 11.2019
- Provided technical support to End users via telephone, chat and emails.
- Troubleshoots and provided support for all iOS products (iPhone, iPad) and Mac and Windows computers
- Troubleshoots Print and Scanner and Windows and Mac related Software
- Supports hardware and software using knowledge base and case management systems
- Ensured security and privacy of networks and computer systems by encrypting them
- Provided support for password reset, upgrading/downgrading operating system, Installing security software
- Maintained records and logs of resolved issues and troubleshooting steps and repairs
- Run diagnostics and troubleshoots on apple iOS and Mac products, isolate problems, determine and implement
solution - Handling 50-60 tickets a day on Service Now, with 98 % satisfaction rate.
- Using VPN, Citrix and Microsoft Outlook 2016 to carry Daily task
- Provided Tier 2 Application support to software functionality, incident solution and system configuration via
phone, email, escalating case and screen sharing
Customer Service Representative
Concentrix
, India
06.2017 - 02.2018
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Remained constantly aware of customer activity to ensure safe and secure shopping environment.
- Exceeded company productivity standards on consistent basis.
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
Education
Post Graduate in Web Designing And Development - Information Technology
Conestoga College
Waterloo12.2021
Bachelor in Computer Applications - Information And Computer Systems
VNSGU
India04.2018
Skills
Technical Skills
- Languages: Python, C#, CSS, HTML5, UNIX, PowerShell
- Application installations
- Remote desktop services and support
- Troubleshooting and Diagnosing
- Call Center Operations
- Customer support needs assessment
- MS Office proficiency
Professional Skills:
- Excellent Diagnostics and problem- solving skills
- Setting up computers and necessary peripheral devices from scratch
- High understanding of network infrastructure monitoring and support
- In depth understanding of diverse computer systems and networks
- Implementing LAN and WAN connections using switches and routers
- MS Exchange, Office 365, remote control software
- Software Evaluation,Resolving Problems and Incidents
- Troubleshooting Network Issues
- Help Desk Support
- Collaborative Team Player
- Issue and Resolution Tracking
Timeline
Technical Support Specialist
GATESTONE & CO. INC
06.2022 - Current
CASHIER
ULTRAMAR GAS STATION
03.2021 - 05.2022
Technical Support Specialist
Alten Calsoft Labs
03.2018 - 11.2019
Customer Service Representative
Concentrix
06.2017 - 02.2018
Post Graduate in Web Designing And Development - Information Technology
Conestoga College
Bachelor in Computer Applications - Information And Computer Systems
VNSGU
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