Manjima Manohar
Toronto,ON
Summary
Experienced IT professional with bachelors in Computer Science Engineering and extensive hands-on experience in diagnosing and resolving complex computer-related issues within large, diverse computing environments. Proven expertise in phone-based customer support in call-center settings, including proficiency with Interactive Voice Response systems. Demonstrated ability to manage enterprise end-user computing technologies, such as Microsoft Windows 10 or higher, Microsoft Office 365, IT Service Management ticketing systems, and collaboration tools like Cisco Webex and Microsoft Teams. Adept in using Microsoft Active Directory, Secure Remote Access , Mobile Device Management , and other remote support utilities. Skilled in participating in IT projects and process improvement initiatives, contributing to enhanced efficiency and user satisfaction.
Overview
4
4
years of professional experience
Work History
Technical Advisor
Concentrix
03.2024 - Current
- Participate in defining, maintaining and sustaining incident and service request management processes, including tracking and reporting.
- Respond to user inquiries, investigate and analyze problems, develop solutions and/or action plans, and liaise with users and other technical support staff to resolve problems.
- Participate on corporate or divisional technical project teams to determine requirements, research, evaluate, recommend, design, implement, and provide operational and technical support for system software, platform hardware and/or network solutions.
- Assist in developing and maintaining an overall technical support strategy for the IT Service Desk that sets goals for maintaining a consistently high level of customer service, through continuous improvement and innovation.
Customer Support Specialist
Foundever
12.2022 - 02.2024
- Perform enterprise-wide account administration for password resets user login and various application supported by Service Desk), change of user account information, and network drive space increases.
- Perform first-level enterprise-wide support of Information Technology infrastructure, including incidents and service requests for all hardware and software.
- Provide assistance and operational support in assessing and implementing upgrades and/or enhancements to the existing systems.
- Utilize monitoring and diagnostic tools to assist with incident resolution.
Customer Support Specialist
Walmart
10.2021 - 12.2022
- Log, track and resolve incidents and service requests.
- Contributes and maintains Service Desk knowledgebase to support service delivery.
- Ensures final closure of the Incident or Service Request to the satisfaction of the client.
- Assist in reviewing the effectiveness of operational standards, procedures and processes, and recommend changes.
- Maintain in-depth knowledge of current corporate standard applications and a listing of available divisional, corporate or external technical resources.
Technical Support Engineer
3G Computers
05.2020 - 08.2021
- Assist in developing and maintaining an overall technical support strategy for the IT Service Desk that sets goals for maintaining a consistently high level of customer service, through continuous improvement and innovation.
- Participate in team projects and make recommendations to enhance IT support.
- Provide technical information to clients.
- Create and develop software solutions, as required.
- Use remote control to resolve incidents and provide assistance when possible.
- Assist in developing Service Level Agreements and Operating Level Agreements.
Education
Post Graduate Diploma - Project Management
Centennial College
Toronto, ON04.2023
Post Graduate Diploma - Business Analytics in Business
Seneca College
Toronto, ON04.2022
Bachelor's Degree - Computer Science and Engineering
Ilahia College of Engineering and Technology
05.2020
Skills
- Familiarity with IT frameworks and best practices, including Information Technology Infrastructure Library (ITIL)
- Strong conceptual and analytical skills with ability to identify, analyze and solve problems independently
- Ability to coach, mentor, and teach staff
- Excellent interpersonal and communication skills in dealing with all levels of staff, as well as the ability to manage user expectations
- Excellent customer service skills with the ability to handle difficult client situations
- Ability to communicate with computer users in both business and technical terms
- Ability to work effectively in a high-volume, stressful environment
- Ability to meet deadlines and deal with conflicting priorities and work demands
- Ability to work independently and in a team environment
Languages
English
Timeline
Technical Advisor
Concentrix
03.2024 - Current
Customer Support Specialist
Foundever
12.2022 - 02.2024
Customer Support Specialist
Walmart
10.2021 - 12.2022
Technical Support Engineer
3G Computers
05.2020 - 08.2021
Post Graduate Diploma - Project Management
Centennial College
Post Graduate Diploma - Business Analytics in Business
Seneca College
Bachelor's Degree - Computer Science and Engineering
Ilahia College of Engineering and Technology
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