Lakshya
Calgary,AB
Summary
Technology professional with extensive experience in software development, system administration, and technical support. Demonstrated ability in problem-solving and performance optimization. Proven track record in project management and effective team collaboration. Dedicated to ongoing learning and adapting to industry trends for organizational advancement.
Overview
8
8
years of professional experience
Work History
Technical Support team lead
Rogers Communications
Calgary, AB
08.2021 - 01.2026
- Trained new team members on support protocols and systems to enhance operational efficiency.
- Managed escalated customer complaints, ensuring timely resolutions and improved satisfaction.
- Analyzed support tickets for trends to identify training needs and development opportunities.
- Developed comprehensive training materials for both new hires and existing employees.
- Collaborated with sales, marketing, and finance departments to elevate overall customer experience.
Consumer Activation & Technician Specialist
Shaw Communications
Calgary, Alberta
03.2021 - 08.2021
- Supported peers in resolving technical and sales issues encountered with customers and technicians.
- Developed effective action plans to address inquiries prior to escalation to higher-level teams.
- Provided coaching and documentation to empower peers in handling similar future problems.
- Conducted new hire mentorship sessions, ensuring clarity in presentations for optimal client experiences.
Technical Support Representative
Shaw Communications
Vancouver, British Columbia
04.2018 - 02.2021
- Handled client requests, fielded questions, and issued recommendations to support customer inquiries
- Drives sales through engagement of customers, suggestive selling, and sharing product knowledge
- Keeps clientele informed by notifying them of preferred customer sales and future merchandise of potential interest
- Introduced new promotions and opportunities to both existing and new customers.
- Developed and tested new product offerings prior to release to assist development team in bug identification
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
- Audited Service Calls booked by the tech support agents for compliance purposes
- Managed and coordinated for more than 5 technicians in parallel, analyzing the priority based on the type and urgency of request.
- Identified and solved technical issues using variety of diagnostic tools and tactics
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff
- Processed over 100 support requests weekly for technical assistance on wide range of issues related to Internet, Cable & Telephone services
- Analyzed front and back-end issues involving advanced Net Cracker access to identify troubleshooting methods needed for quick remediation
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Documented all transactions and support interactions in system for future reference and addition to knowledge base
- Managed customers' expectations of support and technology functionality to provide positive user experience
- Providing training to the new hires and help them in gaining the firsthand experience in handling the technical troubleshooting issues
- Worked with sales team to collaboratively reach targets, consistently meeting, or exceeding personal quotas
- Opened new accounts and maintained existing cellular plan accounts and upsold new products in a target driven sales environment
- Achieved top performance by strategically adapting to rapidly changing and competitive environment
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases
- Increased sales by fostering relationships with customers, implementing business strategies, and suggesting areas for improvement.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans
- Trained and led technical support teams of more than 5 support specialists
- Achieved status as one of 10 top sales performers in the region comprised of more than 200 stores
- Won the 'Customer Service Associate of the Month' Award, [December 2017] at Cellular Point
- Monetary Transactions - Handled cash, cheque, and credit card transactions with 100% accuracy
Sales Consultant
Cellular Point
08.2017 - 03.2018
- Advised customers on selection of suitable mobile devices and plans.
- Collaborated with team members to enhance store presentation and improve customer experience.
- Managed customer inquiries, resolving issues efficiently and effectively.
- Assessed customer needs through active listening, referring them to optimal services.
- Demonstrated products in effort to show potential buyers benefits and advantages and encourage purchases.
Education
Bachelor of Computer Science -
Douglas College
New Westminster12-2018
Skills
- Technical troubleshooting
- Customer retention
- Performance analysis
- Customer support
- Team leadership
- Systems analysis
- Technical support
Timeline
Technical Support team lead
Rogers Communications
08.2021 - 01.2026
Consumer Activation & Technician Specialist
Shaw Communications
03.2021 - 08.2021
Technical Support Representative
Shaw Communications
04.2018 - 02.2021
Sales Consultant
Cellular Point
08.2017 - 03.2018
Bachelor of Computer Science -
Douglas College