Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Prabhjeet Kaur

Etobicoke

Summary

Accomplished technical support representative with over one years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Certified in AWS certified practitioner. Committed to providing efficient, high-quality support.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Technical Support Consultant

Rogers Communications
03.2022 - 08.2023
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Managed over 50 customer calls per day.
  • A resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, modem, router, cellular, and tv.
  • Submitted service tickets for equipment maintenance requests.
  • Working with IGEL WORKSPACE operating system

Technical Support Representative

Gatestone &Co.
09.2021 - 02.2022
  • Ability to translate complex problems into understandable language for non-technical users.
  • Working knowledge of supporting remote users like Citrix/ VPN type tools).
  • Familiar with window7/8 and active directory.
  • Through the service of ticketing system tool, provide detailed incident resolution to users.
  • Perform minor configuration and troubleshooting on end-user devices and technologies- printers, MAC books, iPad, and cell phones.
  • Using different kinds of tools like cisco finesse, start, and CBS to manage the system and provide support to users.
  • Ability to navigate multiple computer systems, troubleshoot, and resolve customer issues promptly.
  • Using different kinds of tools like Xray, x tool, and nutcracker to diagnose the issues of the internet.
  • Following up with the clients to ensure the problem is resolved book a service call whenever is required.
  • Prepare a note after wrapping up the call to keep track of the conversation.

Supervisor

Tim Hortons
10.2018 - 08.2021
  • Supervise team members throughout the shift to ensure all food restaurant performance standards restaurant met
  • Provide workplace safety, food safety, as well as beverage quality training to all fresh staff members.
  • Support and assist all team members who need additional help in learning food handling, beverage, or safety standards.
  • Do weekly evaluations and place weekly inventory orders.

Junior Cloud Architect

Access Portal
05.2018 - 08.2018
  • Worked with the development team to migrate services and applications to AWS.
  • Learn how we can make virtual servers(instances).
  • Ensure that all data is migrated properly and instances are working properly.
  • Perform minor HTML and CSS changes to the application.
  • Work with the security team to ensure that all the security standards are met.

Education

Post Graduated Diploma in Cloud Computing For Big Data - Computer Science & Application

Lambton College of Applied Arts And Technology
Toronto, ON
08.2018

Bachelor of Technology - Computer Science & Application

Guru Nanak Dev University
Amritsar, Punjab
05.2016

Skills

  • Hardware: Basic pc upgrades/repairs, network cabling, connectivity troubleshooting
  • Software: Knowledge of different kinds of software like applications, systems, and utilities
  • Operating system: Microsoft Windows 7,8,10, UNIX, Linux
  • Databases: MS SQL Server, MYSQL
  • Languages: VB script
  • Office applications: Microsoft office suite ( word, excel, PowerPoint, 365, Outlook )
  • Networking: Basic networking, TCP/IP model, transmission media, cabling, bridges, switches, routers, subnetting, DNS,
  • Cloud computing: Strong basics of AWS, instances, virtualization
  • Customer service: Experience in Customer Service support for 4 years
  • Technical issues analysis: Resolving technical issues like internet, home phone, and cable
  • Tableau: proficiency to visualize data in tableau

Certification

  • AWS cloud practitioner exam passes out - 2021
  • AWS cloud solution architect at associate level exam training -2021

Timeline

Technical Support Consultant

Rogers Communications
03.2022 - 08.2023

Technical Support Representative

Gatestone &Co.
09.2021 - 02.2022

Supervisor

Tim Hortons
10.2018 - 08.2021

Junior Cloud Architect

Access Portal
05.2018 - 08.2018

Post Graduated Diploma in Cloud Computing For Big Data - Computer Science & Application

Lambton College of Applied Arts And Technology

Bachelor of Technology - Computer Science & Application

Guru Nanak Dev University

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Prabhjeet Kaur