Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Mansi Bhanderi

Kitchener,ON

Summary

Resourceful IT Technician offering 3 years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals and recording technical issues. Familiar with Windows, Linux and Mac OS environments. Capable and experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.

Overview

6
years of professional experience

Work History

Apple
Waterloo, ON

Technical Support Specialist
10.2023 - Current

Job overview

  • Assessed customer needs, identified issues, and provided solutions for customer inquiries.
  • Diagnosed and resolved hardware and software issues efficiently.
  • Assisted in the setup of new workstations with appropriate operating systems, software applications and peripheral devices.
  • Monitored system performance and conducted preventive maintenance tasks regularly.
  • Created service tickets to document all inquiries, incidents, requests and resolutions.
  • Performed server patching activities using Windows Server Update Services.
  • Handle onboarding and offboarding requests for our end user base while maintaining inventory.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Maintained inventory of all equipment, software licenses and warranties.
  • Collaborated with other teams within the organization to resolve complex incidents quickly.
  • Updated software versions with patches and new installations to close security loopholes and protect users.

Kelly Services
Kitchener, Ontario

Technical Support Representative
03.2022 - 09.2023

Job overview

  • Provided technical assistance and support for incoming queries, issues and requests through phone calls, emails and chat.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Perform laptop, desktop, printer and hardware setup and configurations
  • Assists in maintaining LAN/WAN and telecom systems
  • Virtual desktop troubleshooting for remote staff.
  • Prioritized tasks based on urgency and importance of the issue being reported by the customer.
  • Resolving PL 1, PL 2 Tickets via ServiceNow and Zendesk Platform with the incident management team.
  • Monitored customer feedback to ensure satisfaction levels were met or exceeded expectations.
  • Provided support for Apple MacBook and Windows troubleshooting and managing Devices via JAMF and Microsoft intunes.
  • Works with procurement staff to purchase hardware and software.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Demonstrated strong problem-solving skills to diagnose and troubleshoot technical issues.
  • Maintained detailed records of customer interactions in a CRM system.
  • Troubleshooting hangs and crashes in Windows
  • Application installation and management

Helsy Infotech
Surat, Gujarat

IT Support Engineer
04.2018 - 03.2021

Job overview

  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Image Development Activities: Create, test and develop current Workstation images. Test, evaluate, and package software and applications for workstation distribution.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Works with procurement staff to purchase hardware and software.
  • Experience of working in a global environment with end users in a geographically-disperse, Microsoft-centric enterprise environment
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Contributed to the knowledge base by creating and maintaining articles and other technical documents.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.

Education

Gujarat Technological University
India, Gujarat

Bachelor of Science from Computer Engineering
08.2017

Skills

  • Windows System Administration
  • Troubleshooting and Diagnosing
  • Comptia A
  • ITIL (ITSM) working knowledge
  • Operating System (Windows, MAC, Linux/Unix)
  • Microsoft Office 365
  • VPN troubleshooting
  • Shell Scripting
  • Active Directory knowledge
  • Microsoft Azure
  • Microsoft Intunes
  • ServiceNow , JIRA
  • Networking
  • Communication skill
  • Critical thinking
  • Problem-Solving
  • Root Cause Analysis
  • Help Desk Support

Timeline

Technical Support Specialist

Apple
10.2023 - Current

Technical Support Representative

Kelly Services
03.2022 - 09.2023

IT Support Engineer

Helsy Infotech
04.2018 - 03.2021

Gujarat Technological University

Bachelor of Science from Computer Engineering

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Mansi Bhanderi