ISHA PATEL
Waterloo,Ontario
Summary
Dedicated technical support representative with strong problem-solving and communication skills. Proven ability to enhance system stability and improve customer experiences through effective issue resolution and detailed documentation.
Overview
2
2
years of professional experience
Work History
Crew Member
Mc Donald's
Waterloo, Ontario
10.2023 - Current
- Delivered exceptional customer service to 100+ customers daily in a fast-paced, high-traffic environment.
- Managed multi-channel operations, including drive-through, in-store, and delivery services, while maintaining accuracy and speed.
- Communicated clearly and professionally with customers to ensure positive service experiences and quick issue resolution.
- Accurately documented transactions using point-of-sale (POS) systems, supporting operational efficiency and team coordination.
- Promoted products and services through customer education, consistently contributing to sales targets and upselling goals.
- Collaborated with team members to maintain high service standards during peak hours and high-volume periods.
- Adapted quickly to changing priorities and operational demands while maintaining a positive and customer-focused attitude.
Technical Support Representative
Connexall
Toronto, Ontario
01.2025 - 06.2025
- Served as a frontline technical support specialist for a leading healthcare technology platform, supporting mission-critical systems used by clinical and administrative staff.
- Investigated software, system, and integration issues by analyzing logs, workflows, and user reports, reducing resolution time and repeat incidents.
- Maintained accurate ticket documentation, ensuring smooth handoffs between support tiers and improving long-term issue tracking.
- Partnered cross-functionally with QA, product, and engineering teams to improve system stability and user experience.
- Recognized for strong problem-solving skills, clear communication, and ability to perform under high-pressure environments.
- Identified recurring technical issues and contributed to fixes that reduced repeat incidents by 20%.
- Improved issue of resolution accuracy by creating clear, detailed ticket notes and handover documentation.
- Assisted in root-cause analysis efforts, helping prevent future system outages.
Education
Diploma - Software Engineering Technician
Conestoga College Institute of Technology and Advanced Learning
06.2025
Skills
- Customer-centric technical support
- Clear verbal communication
- Written communication and documentation
- Active listening
- Issue de-escalation
- User training and guidance
- High-volume support management
Languages
English
Marathi
Punjabi
Gujarati
Hindi
Timeline
Technical Support Representative
Connexall
01.2025 - 06.2025
Crew Member
Mc Donald's
10.2023 - Current
Diploma - Software Engineering Technician
Conestoga College Institute of Technology and Advanced Learning