Mehak Gul
Toronto,ON
Summary
Experienced IT Support Engineer with over 5 years of proven expertise in delivering comprehensive technical support to end-users. Adept at troubleshooting hardware, software, and network issues, with a focus on ensuring user satisfaction and optimizing service delivery. Proficient in various helpdesk ticketing systems and remote desktop applications. Committed to delivering excellence in technical support while continuously seeking growth and professional development. Eager to leverage my skills and experience to succeed in this role.
Overview
7
7
years of professional experience
Work History
Technical Support Engineer
Briskbold IT Services
Mississauga
05.2021 - Current
- Documented all activities related to technical support including processes, updates, changes made.
- Monitored customer feedback to ensure high levels of satisfaction.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Monitored ticketing system queues for incoming requests from customers.
- Installed software applications, operating systems, and patches on user computers.
- Configured and tested computer systems, hardware, printers, and other peripherals.
- Conducted periodic maintenance activities such as patching servers or updating antivirus definitions.
- Assisted with network configuration and troubleshooting of LAN and WAN issues.
IT Support Engineer
HCL Technologies
Delhi
01.2018 - 07.2019
- Delivered local and remote Tier 1 IT support for hardware and software to customers.
- Developed and maintained strong relations with customers to meet quality expectations.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Resolved technical issues for clients through phone and email support.
- Managed helpdesk ticket system to ensure timely issue resolution.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
Graduate Trainee
Orange Tech Services
Delhi
03.2017 - 12.2017
- Explained details using easy to understand words to customers and business employees with limited knowledge of technology.
- Developed presentations to present findings to senior management.
- Diagnosed & troubleshooted software issues through Remote Desktop Connection.
- Participated in training sessions designed to improve knowledge base related to IT operations.
- Helped maintain documentation related to IT procedures and processes.
- Provided assistance in setting up new computers, printers, and other IT-related equipment.
- Installed applications on users' computers according to company standards.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
Education
Master of Computer Applications -
University of Kashmir
India01-2016
Bachelor of Computer Applications -
University of Kashmir
India01-2013
Skills
- Network Operational Enhancements
- Critical Thinking
- Technical Documentation
- Process Improvement
- System Troubleshooting
- Debugging
- Active Directory
- Microsoft Office 365 (Outlook, SharePoint, Teams, OneDrive and Exchange Online)
- Customer Service
- Incident Management
- Mobile Device Management
- Windows Servers
- JIRA Systems
Timeline
Technical Support Engineer
Briskbold IT Services
05.2021 - Current
IT Support Engineer
HCL Technologies
01.2018 - 07.2019
Graduate Trainee
Orange Tech Services
03.2017 - 12.2017
Master of Computer Applications -
University of Kashmir
Bachelor of Computer Applications -
University of Kashmir
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