Kanika Bhatia
Waterloo,ON
Summary
Experienced IT professional, with a vested interest in Cyber Security and Penetration Testing. Acquired the ITIL and ISTQB Certifications through self-teaching methods. Active on the TryHackMe platform, acquiring experience from the rooms created by others in the community. Has a demonstrated history of working in the information technology and services industry, primarily from time spent in Service Desk roles. Skilled in many IT related areas, organized and dependable candidate who is successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
End User Administrator
Arctic Wolf Networks
Waterloo, ON
10.2022 - Current
- Interact with other Engineers and Management
- Support, assist, and mentor other Service Desk Technicians to resolve complex issues
- Assist with managing small teams
- Provided assistance with customer escalations to supervisor for all Service Desk Technicians
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Provided assistance with account maintenance and assistance
- Provided remote diagnostics and troubleshooting assistance
- Communicated with users by answering phone calls, chat sessions, and emails
- Created tickets with ServiceNow, to help resolve and track user issues through detailed documenting procedures
- Observed, received, and otherwise obtained information from any relevant source, to assist with diagnosing and resolving technical issues, within policies and guidelines
- Followed, reviewed, and updated Knowledge articles, and created new ones as appropriate
- Responded to general inquiries and nontechnical questions, as needed
- Provided prompt and courteous customer service, including within company navigation assistance
Technical Expert
Apple
Calgary, AB
08.2020 - 09.2023
- Conducted thorough diagnosis to enable the customer to select the best repair or upgrade options to meet their needs
- Quickly and accurately lead troubleshooting, diagnosis, and performance of repairs on various iOS devices, Apple TV, Apple watch, beats and other small devices
- Proactively educated, mentored, and shared knowledge with technical specialists, while refined own skills under guidance of the Genius team
- Delivered a comprehensive, friendly, empathetic, and memorable customer service through explaining where technical issues may originate from in simple, non-technical language, sharing deep understanding of hardware and software components to reassure customers.
- Collaborated closely with the Sales team when customers decided to make a purchase to drive a seamless customer experience.
- Apple certified iOS iPhone repair technician
Senior Technical Support Consultant
Rogers communications
Richmond Hill , Ontario
11.2014 - 06.2019
- Configured and tested new software and hardware.
- Developed and implemented preventive maintenance procedures.
- Configured hardware, devices, and software to set up work stations for employees.
- Generated reports to track performance and analyze trends.
- Provided Tier 2 technical support and assistance to Rogers’s cable and internet customers.
- Managed customer communications and expectations until the closure of each case.
- Delivered reliable solutions to our customers with a sense of urgency and sound judgement.
Education
Post-Degree Certificate - Wireless Networking
George Brown College
Toronto, ON08.2014
Bachelor of Science - Information Technology
Punjab Technical University
India06.2012
Skills
- IOC Monitoring
- Log Analysis
- Analytical and Critical Thinking
- Deductive reasoning skills
- Attention to Detail
- Excellent Communication
- Leadership
- Self-Motivated
- Technical Support
- Account Management
- Computer Networking
- Mobile Device Management
- Operating Systems
- Network Administration
- MS Office
Accomplishments
Awarded a full-ride Marine Corps scholarship after high school, allowing me to attend Arizona State University
Timeline
End User Administrator
Arctic Wolf Networks
10.2022 - Current
Technical Expert
Apple
08.2020 - 09.2023
Senior Technical Support Consultant
Rogers communications
11.2014 - 06.2019
Post-Degree Certificate - Wireless Networking
George Brown College
Bachelor of Science - Information Technology
Punjab Technical University
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