Summary
Work History
Education
Skills
Timeline
AccountManager

Ishpreet Kaur Gurupratap Singh

Product Support Specialist
Mississauga,ON

Summary

Practiced Product Support Specialist with more than 2 years of helpdesk and customer service experience. Provides comprehensive support for Content Management system to internal stakeholders. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.

Work History

Product Support Specialist

Vice Media
10.2020
  • Responded and monitored internal stakeholders complaints/tickets and provided timely solutions through IT(FreshService, Zendesk) setting system.
  • Answered customer questions and provided assistance regarding product use by providing on call training.
  • Prepared story and bug tickets on JIRA platform for engineering team to implement those request/fixes.
  • Concurred with staff to address and resolve complex issues.
  • Improved technical support by replicating issues in staging and dev environments.
  • Maintained detailed records of daily support activities and resolutions within helpdesk setting.
  • Responded to requests for technical assistance to diagnose and triage problems via chat(Slack, G Chat and emails) based environment.
  • Created user accounts and assigned permissions.

Technical Support Specialist

Teksavvy Solutions Inc.
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 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 system for future reference and addition to 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-Baccaleurate Diploma - Information Technology

Lambton College of Arts And Applied Technology
Sarnia, ON
04.2020

Bachelor of Science - Information Technology

University of Mumbai-Guru Nanak Khalsa College
Mumbai, IN
05.2017

Skills

  • VMware /Hyper-V Environment Experience
  • Linux, Windows, Mac operating systems knowledge
  • Content Management Platform knowledge
  • Ticketing System Knowledge- Zendesk /Freshservice/JIRA/Asana
  • Basic knowledge of Active Directory management via Okta
  • Excellent written/verbal technical communication
  • Workflow improvement and Time management
  • Task prioritization and Issue research
  • Corrective action planning
  • Troubleshooting and diagnostics
  • Resolve Technical Problems
  • User Experience
  • Issue Reporting
  • Organizational Skills
  • Instruction and Training
  • Training Material Development
  • Friendly and Patient

Timeline

Product Support Specialist

Vice Media
10.2020

Technical Support Specialist

Teksavvy Solutions Inc.
01.2020 - 04.2020

Post-Baccaleurate Diploma - Information Technology

Lambton College of Arts And Applied Technology

Bachelor of Science - Information Technology

University of Mumbai-Guru Nanak Khalsa College

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Ishpreet Kaur Gurupratap SinghProduct Support Specialist