RAKSHIT SAIN
Montreal,QC
Summary
Experienced Service Desk Analyst with a strong background in providing technical support for internal networks, hardware, and software applications. Proficient in troubleshooting and resolving issues related to network connectivity, desktop environments, proprietary applications, and mobile devices. Adept at communicating complex technical information to non-technical users and providing high-quality customer service in fast-paced environments. Skilled in using IT Service Management tools like Remedy for incident and problem management.
Overview
1
1
year of professional experience
Work History
Customer Service & Technical Support
IO Solutions Contact Centre (Rogers Communications)
01.2023 - 06.2024
- Provided Tier 1 technical support for IPTV services, handling 40-50 daily interactions via phone, email, and chat.
- Diagnosed and resolved issues related to network connectivity, applications, and hardware, ensuring minimal downtime.
- Used ITSM tools like Remedy for incident, problem, and change management.
- Leveraged Workspace, Maestro, V21, One View, and CRM systems for documentation, tracking, and escalation.
- Delivered clear technical guidance to non-technical users, improving satisfaction.
- Managed time effectively and prioritized tasks in a dynamic environment
Education
AEC Program in Internet Programming -
T.A.V College
Montreal, QC08.2024
Certificate course in French -
Maharishi Dayanand University
Rohtak, India06.2024
Skills
TECHNICAL SKILLS
- Languages: Python, JavaScript, TypeScript, HTML/CSS
- Frameworks: React, Nodejs, Nextjs, Tailwind CSS
- Developer Tools: Git, VS Code, Visual Studio, PyCharm, Jira
- Libraries: Expressjs
- Operating Systems: Windows, Linux
- Microsoft Office & Google Suite: Word, Excel, PowerPoint, Visio, Outlook, Microsoft 365
- ITSM Tools: Remedy (by BMC Software)
Projects
Movie Website Project
- GitHub Repository
- Full-stack movie site using React, Express, HTML, CSS, and PostgreSQL.
- Features secure authentication, advanced search, and user reviews.
Blogs App
- GitHub Repository
- Blog app with Next.js, supporting CRUD operations, authentication, and responsive design.
- API integration for posts, comments, and profiles.
Bug Tracker Backend
- GitHub Repository
- Backend for bug tracking with Node.js and Express.js.
- PostgreSQL for database management.
Timeline
Customer Service & Technical Support
IO Solutions Contact Centre (Rogers Communications)
01.2023 - 06.2024
AEC Program in Internet Programming -
T.A.V College
Certificate course in French -
Maharishi Dayanand University
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