Five9,Tableau,Service Now,TeamViewer
Mayank Vij
Technical Support Supervisor
London,ON
Summary
Client-focused professional transitioning from over 8 years as a Technical Support Supervisor in the dynamic telecommunications sector to the financial services industry. Renowned for steering high-caliber technical support teams towards providing outstanding customer service and technical assistance. Brings a profound knowledge of telecommunications technologies, such as Cogeco broadband, IPTV, and VOIP communications, alongside a solid grasp of network infrastructure and IT systems. Eager to leverage this technical expertise, combined with exceptional problem-solving skills and a customer-first approach, to excel in a Client Advisor role at RBC Bank.”
Overview
8
8
years of professional experience
2
2
Certifications
3
3
Languages
1
1
year of post-secondary education
Work History
Technical Support Supervisor
Dependable IT Group INC
Hamilton, ON
10.2019 - Current
- Spearheaded a team of 15 technical support specialists, driving improvements in operational efficiency, user satisfaction, and product innovation through strategic initiatives and interdisciplinary collaboration
- Enhanced team productivity by 25% and elevated customer satisfaction by 30% via targeted skill enhancement programs and mentoring, aligning with cutting-edge technological support practice
- Expertly managed escalated customer issues, ensuring rapid and effective solutions that fortified client relationships and underscored the value of innovative customer support strategies
- Oversaw team performance analytics and implemented dynamic training modules designed to bolster expertise in technological innovation and support, maintaining peak team proficiency in a fast-evolving tech landscape
- Collaborated with other departments for seamless integration of new products and services into existing support infrastructure
Junior Analyst
Eclerx Services Ltd.
Chandigarh
05.2016 - 01.2018
- Handled inbound calls from US customers & provide technical support regarding Xfinity internet, Cable and Telephone service
- Leveraged privacy policies to authenticate each customer account and applied other security measures
- Helped to increase sales and provide vendor support to customers
- Exceeded performance metrics consistently, earning recognition as top performer within team.
Education
Post Graduate Diploma in Network Infrastructure -
Conestoga College
Cambridge, ON 01.2019 - 8 2019
Post Graduate Diploma in Project management -
Conestoga College
Kitchener, ON 05.2018 - 12 2018
Bachelors in Electronics and Communication Engineering -
RIMT Institute of Engineering And Technology
Punjab, India 07.2012 - 4 2015
Diploma in Electronics and Communication Engineering -
Mehr Chand Polytechnic College
Jalandhar, India 08.2008 - 7 2011
High School Diploma -
Sacred Heart Covent School (CBSE)
Khanna, India 03.2007 - 04.2008
Skills
Team Leadership, Training and Development,Process Improvement
undefinedSoftware
Timeline
Technical Support Supervisor
Dependable IT Group INC
10.2019 - Current
Post Graduate Diploma in Network Infrastructure -
Conestoga College
01.2019 - 8 2019
Post Graduate Diploma in Project management -
Conestoga College
05.2018 - 12 2018
Junior Analyst
Eclerx Services Ltd.
05.2016 - 01.2018
TELECOMMUNICATION (2G, 3G, 4G), M-COM, ATOLL, LINKED PLANNING, RF PLANNING, OMC
03-2015
PLC AND SCADA, ORCAD
03-2013
Bachelors in Electronics and Communication Engineering -
RIMT Institute of Engineering And Technology
07.2012 - 4 2015
Diploma in Electronics and Communication Engineering -
Mehr Chand Polytechnic College
08.2008 - 7 2011
High School Diploma -
Sacred Heart Covent School (CBSE)
03.2007 - 04.2008
Disclaimer
I hereby declare that the details furnished above are true to the best of my knowledge and belief.
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