Nisarg Pandya
Halifax,NS
Summary
IT Support Specialist with 2 years of experience in troubleshooting and supporting PC software, hardware, smartphones, and network systems. Expert in installing, configuring, and repairing hardware and software. Skilled in remote troubleshooting and knowledgeable in Microsoft Office suite, Microsoft operating systems, Exchange, Active Directory, and MS O365. Familiar with LAN/WAN and telecommunications infrastructure and industry-standard Service Desk practices.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Tech Support Service Analyst
Royal Bank of Canada
02.2022
- Diagnosed and resolved technical hardware and software issues for end users, including mobile devices, printers, Mac and Windows operating system and telephony systems
- Demonstrated expertise in prioritizing and managing incidents according to severity levels, such as P1 (Priority 1) and P2 (Priority 2)
- Documented technical procedures, solutions, and troubleshooting steps for knowledge sharing
- Installed, configured, and maintained computer systems and software
- Stayed updated on product updates, industry trends, and emerging technologies applications
- Managed hardware and software asset inventory to ensure accurate tracking and maintenance
- Provided technical assistance and support to end users via phone, email, and chat channels
- Multitasked effectively in technical troubleshooting and documentation processes
- Maintained a firm understanding of RBC's common operating environment and enterprise products.
Inbound Customer Service Representative
Arise Virtual Solutions INC.
02.2021 - 02.2022
- Handled incoming calls and responded to customer inquiries regarding products, services, billing, and technical issues
- Provided exceptional customer service by actively listening to customers and empathizing with their concerns
- Navigated customer accounts and databases to update information and troubleshoot issues
- Escalated complex issues to appropriate departments or management for resolution
- Followed up with customers to ensure satisfaction and problem resolution
- Provided guidance on product selection and usage
- Documented call information according to standard operating procedures.
Retail Store Supervisor
Irving / Grab N Go
01.2020 - 02.2021
- Conducted daily briefings, monitored the sales floor, and assisted customers
- Reviewed weekly sales performance, adjusted staff schedules, and placed inventory orders
- Prepared monthly sales and inventory reports, planned in-store promotions, and conducted performance evaluations
- Ensured compliance with health, safety, and legal regulations
- Implemented merchandising strategies and organized promotional activities
- Addressed urgent customer complaints, trained new employees, and collaborated on promotional campaigns.
Education
Biotechnology -
Centennial College
Toronto, ON08.2019
Skills
- Information Analysis
- Problem Resolution
- Microsoft Office
- Windows OS
- Mac OS
- Calabrio
- Skylight
- Bloomberg Terminal
- Microsoft Dynamic 365
- Active Directory
- RSA
- VPN
- Google Suite
- Microsoft Edge
- Citrix
- Remote Access Software
- Tableau
- Servicenow
- Jira
- Network Troubleshooting
- User Acceptance Testing
- Application support
- Business Analysis
- IT Infrastructure
- Incident Management
- ITIL Knowledge
- Software Development Lifecycle
- Workflow Analysis
- Capacity Planning
- Service Level Agreements
- Complaint Handling
- Complaint resolution
- Order Fulfillment
Certification
- Google Technical Support Fundamentals
- Google Bits and bytes of Computer Networking
- ITIL 4 Foundation Certification ( In progress)
Timeline
Tech Support Service Analyst
Royal Bank of Canada
02.2022
Inbound Customer Service Representative
Arise Virtual Solutions INC.
02.2021 - 02.2022
Retail Store Supervisor
Irving / Grab N Go
01.2020 - 02.2021
Biotechnology -
Centennial College
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