Prabhnoor Singh

• Maintained office PCs, networks and mobile devices.
• Set up PCs, projectors, and microphones for use in video conferencing rooms.
• Established, repaired and optimized networks by installing wiring, cabling and devices.
• Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
• Diagnose and locate equipment faults, and adjust, and replace telecommunications equipment.
• Plan voice network installations and phone system repairs by reviewing the service tickets and technical specifications required to complete the service call (sent via email); ordering and gathering equipment, supplies, materials, and tools, that assess in installation and repair.
• Establish voice networks by running, pulling, terminating, and splicing cables; installing telecommunications equipment, routers, switches, multiplexors, cable trays; establishing connections; programming features; establishing connections and integrations; following industry standards; activating remote access tools; coordinating with contractors.

• Verify service by testing the equipment, identifying, correcting, or escalating problems.

• Document voice networks by labeling and routing equipment and cables; recording configuration diagrams and specifications.

• Maintain customer rapport by listening to and resolving concerns, answering questions.

• Maintain a safe work environment by following codes, standards, and legal regulations.

• Keep supplies ready by inventorying stock; placing orders; verifying receipt.

Moved and installed shelves, power strips, rails, servers, switches and other equipment.

Installed and managed structured cabling infrastructure.

• Install Rogers services (internet, cable TV, home phone, and sometimes home security) at customer premises.
• Set up modems, routers, set-top boxes, and other network hardware.
• Ensure proper signal levels and connectivity.

• Diagnose and resolve service outages or performance issues.
• Repair or replace damaged lines, connectors, and equipment (coaxial, fiber optic, or telephone).
• Perform regular system checks to ensure infrastructure integrity.

• Communicate clearly with customers about the work being performed.
• Provide technical support and education on how to use Rogers services.
• Ensure a positive customer experience during service visits.

• Accurately complete service orders and job documentation.
• Use mobile tools or software to report job completion, issues, or further needs.

• Follow safety protocols and industry regulations.
• Ensure proper grounding and cable management.
• Use personal protective equipment (PPE) and operate vehicles safely.

• Use signal level meters, spectrum analyzers, and diagnostic tools.
• Stay updated on new Rogers technologies and service offerings.

• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Leveraged data-driven monitoring systems to identify and resolve potential issues.
• Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
• Translated complex technical issues into digestible language for non-technical users.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Improved monthly satisfaction rate by 17% and with tally of 2 dissatisfied customers in period of 2 months.
• Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
• Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by 97%.

• Developed working relationships with internal and external customers while assisting with account management duties.
• Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.
• Carried out day-day-day duties accurately and efficiently.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Worked with 97% customer satisfaction rate.

• Answering phone calls and resolving customer problems.
• Removed malware and viruses from laptops and desktop systems using specialized software.
• Maintained records, logs, and lifecycle documentation of work requests.
• Created new accounts, reset passwords, and configured access to servers and file management software for users.
• Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
• Reviewed current hardware and software configurations and recommended modifications to increase system speed.
• Managed user profiles, security access and shared file structures.