Ishpreet Kaur Gurupratap Singh
Mississauga,ON
Summary
Technology-focused professional with 4+ years of experience in product support. Strong troubleshooting skills combined with a customer-centric approach. Expertise in identifying user-reported issues and implementing effective resolutions. Proven track record of streamlining processes to enhance efficiency.
Overview
6
6
years of professional experience
Work History
Technical Support Specialist
OnSolve by Crisis24 ( GardaWorld )
Mumbai, Maharashtra
06.2024 - Current
- Resolved diverse technical issues across multiple systems for customers and end users.
- Managed high-volume ticket queues while maintaining exceptional customer service.
- Documented client interactions in the incident management system for efficient issue tracking.
- Escalated critical incidents to specialized departments for swift resolutions by reviewing logs using internal tools.
- Collaborated with cross-functional teams to enhance operational efficiency through problem-solving.
- Trained new hires on technical support procedures to elevate team performance.
- Demonstrated understanding of software core functionalities, including Web Services, SOAP, and REST API basics.
Product Support Specialist
Vice Media
Toronto, ON
10.2020 - 04.2024
- Responded to and monitored internal stakeholders' complaints/tickets, and provided timely solutions through IT (FreshService, Zendesk) by setting up the system.
- Raised bug and task tickets on the JIRA platform for the engineering team to implement those requests/fixes.
- Escalated P1 triage issues to the Product team and engineers; managed communication, and checked on developments, bug fixes, and website issues.
- Worked in a cross-collaborative environment by raising requests on Asana for different teams.
- Improved technical support by replicating issues in staging and dev environments.
- Worked on different CMS platforms: Backstage, Dash, Stories Studio, and the VICE app to reproduce issues reported by internal users.
- Managed multiple products and production sites, such as VICETV, Refinery29, i-D, and Vice.
- Coordinated with the VL2 team for bugs reported on the video site.
- Answered customer queries and provided assistance regarding product use via on-call training.
- Created training material and provided training to new hires for the support role.
- Responsible for creating and maintaining the monthly OPEX/CAPEX report by collating data from the JIRA platform and engineers for financial reporting.
- Organized and handled key project weekly meetings to record progress and blocker updates on the Confluence platform from different teams.
- Created and published a team digest on Sailthru; managed communication regarding product maintenance, and new developments.
- Managed the Sailthru user directory by adding and removing members from different verticals.
- Maintained detailed records of daily support activities and resolutions within a helpdesk setting.
- Responded to requests raised for technical assistance on Slack, GChat, and emails.
- Created and managed user accounts and assigned permissions via the Okta application.
Technical Support Specialist
Teksavvy Solutions Inc.
Chatham, Ontario
01.2020 - 04.2020
- Assisted customers in identifying issues related to their home network, and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals, to promote better understanding.
- Responded to support requests from end users, and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Submitted service tickets for equipment maintenance requests.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end users across various time zones.
- Documented transactions and support interactions in the system for future reference and addition to the knowledge base.
- Collaborated with supervisors to escalate and address customer inquiries, or technical issues.
- Assessed system hardware and software, and suggested modifications to reduce lag time and improve overall speed.
Education
Post-Graduate Certificate - Information Technology
Lambton College of Applied Arts And Technology
Sarnia, ON04-2020
Bachelor of Science - Information Technology
University of Mumbai - Guru Nanak Khalsa College
Mumbai, India05-2017
Skills
- Ticketing system expertise: Salesforce, Zendesk, Freshservice, JIRA, Asana
- Okta application management
- Application support for internal products
- Remote technical support via chat and email
- Product troubleshooting and diagnostics
- Technical problem resolution
- Incident and crisis management
- Training material development
- Internal user training
- Cross-functional collaboration
- Bug reporting and management
- Content management platform knowledge
- Service desk operations
- Task prioritization and bug tracking
- User experience optimization
- Team collaboration skills
- Organizational skills
- Technical communication skills
Timeline
Technical Support Specialist
OnSolve by Crisis24 ( GardaWorld )
06.2024 - Current
Product Support Specialist
Vice Media
10.2020 - 04.2024
Technical Support Specialist
Teksavvy Solutions Inc.
01.2020 - 04.2020
Post-Graduate Certificate - Information Technology
Lambton College of Applied Arts And Technology
Bachelor of Science - Information Technology
University of Mumbai - Guru Nanak Khalsa College