Ravneet Kaur
Surrey,BC
Summary
Qualified Advanced Technical Support Specialist with 5+ years of helpdesk and customer service experience. Provides comprehensive CRM ,ERP support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
11
11
years of professional experience
Work History
Technical Support Specialist
Powerschool ULC Canada
08.2021 - Current
- Resolved an average of 40–60 tickets per day across hardware, software, and account-related issues.
- Provided Level 1/2 support for Windows, Office 365, VPN, and mobile devices and ERP application.
- Achieved 95%/+ customer satisfaction based on post-ticket surveys.
- Managed end-to-end bug tracking and reporting using JIRA and internal protocols.
- Created and updated knowledge base articles to improve first-call resolution rates.
- Delivered operational, strictly defined SLA's
- Managed user accounts in Active Directory , including password resets and group membership updates.
- Responded to client inquiries regarding order status through phone, chat, and email.
- Led operational process improvements and reported product trends to Product Management.
- Mentored and coached a support team of 8, enhancing technical capabilities and product positioning.
- Performed QA assessments on software and formatting to ensure product reliability.
- Logged and tracked customer interactions using Salesforce, CRM, and Talkdesk.
- Managed escalated service issues with high attention to detail and customer satisfaction.
- Languages & Technologies: HTML, CSS, JavaScript, XML, Java, Tomcat
- Platforms & Tools: Windows Server, Citrix, Virtual Machines, WinSCP, Inkscape, Talkdesk
- CRM & Ticketing Systems: Salesforce, Atlassian JIRA, Protocols, Knowledge Base Management, Service Now
- Other: SQL, QA Testing, Bug Tracking, User Education, Escalation Management
- Security Tools : Datto , 1Password
Client Support Specialist
Kal Tire Vernon
01.2021 - 07.2021
- Demonstrated determination to exceed customer expectations.
- Sales and Customer Support Team to provide timely, proactive service and support
- Provided CRM updates and entries.
- Processed fuel and gas purchase orders, quotes, invoices and credits.
- Serve as a backup for the Business Analyst during times of heavy volume to ensure SLAs are maintained.
- Organize and schedule meetings and appointments for kitchen cabinets and installation.
- Worked on scheduling software such as Microsoft Navision for purchasing order, Microsoft Dynamics365 for CRM , Microsoft Excel and basic Microsoft related programs(customer relationship manager), BuilderTrend and various Microsoft applications, spreadsheets, desktop publishing, note taking, and visual presentations to plan and assign in accordance with the work for service technicians.
- Administrator and coordinate customer Contracts for Ownership changes across all departments and local utilities and ensure systems are updated for data integrity purposes.
- Ensure all executed contracts are in place for billing purposes.
- Managing documents and files in an organized filing system.
Office Administrator
Sunrise Kitchens
01.2020 - 12.2020
- Worked on chat-based customer service in a dynamic start-up environment.
- Organized and scheduled meetings and appointments for kitchen cabinet installations.
- Utilized Microsoft Dynamics 365 (CRM), BuilderTrend, and various Microsoft applications to plan and assign work for service technicians.
- Regularly reviewed the To-Do List to ensure each service was completed and signed off by the customer.
- Handled escalations and developed innovative solutions for customer service requests.
- Delivered operational, strictly defined SLA (Service Level Agreement) commitments with excellence to internal and external stakeholders.
- Demonstrated strong determination to exceed customer expectations.
- Collaborated with the Sales and Customer Support Team to provide timely, proactive service and support.
- Responded to caller inquiries and remotely assisted users with equipment or system issues.
- Learned in-depth operations of in-service equipment and systems.
- Followed standard Operational and Help Desk procedures.
- Accurately logged and updated all Help Desk support contacts using incident/call tracking software.
- Achieved success in implementing a customer feedback–driven system to support operational improvement plans.
- Implemented new technology knowledge and training to improve team processes and procedures.
- Identified data quality concerns and collaborated with the team to improve quality through discovery, modification, data imports, and other methods.
- Provided 24×7 onsite support to users during service cutover periods.
Client Service Coordinator
DDS Wireless
01.2019 - 09.2019
- Qualified the customers' needs to determine urgency level and provide realistic ETA's to customers based on the level of current service demands.
- Schedule and dispatch Field Service Technicians to appropriate locations according to customer requests, specifications or needs.
- Create work orders in the Kal Tire POS system that accurately reflect the services and products requested by the customer, referencing customer Fleet Guides and Billing Instructions as required.
- Provided vital information about work orders pertaining to service requirements and relay any customers indicated hazards to the Field Service Technicians.
- Monitor Field Service Technician locations, productivity and service call status using the Kal Tire ClickSoftware application to accurately coordinate service, escalate to handle exceptions, as necessary.
- After-hour support meet or exceed the afterhours Field Service SLA's, some of which are customer specific.
- Documented all service calls for service tracking and billing.
- Prioritize service requests under different emergency and non-emergency scenarios.
- Provided field service units (technicians), with clear information about service calls, location breakdown details and inventory requirements.
Associate Consultant
Capgemini Technology Services India Ltd.
08.2015 - 01.2018
- Strong knowledge of different phases of Software development life cycle (SDLC), Software Testing Life cycle (STLC), Agile, Scrum and Waterfall methodologies.
- Strong experience of developing test plans and preparing and executing test cases of Web Applications in different browsers with Manual and Automation testing.
- Strong experience in creating test reports using HTML, CSS, JavaScript.
- Basic knowledge in Selenium web driver process using Java language.
- Created and executed Test cases for Component, Functional, Regression, Integration and User acceptance testing.
- Managed testing activities in HP ALM, JIRA, MICROSOFT DYNAMICS 365.
- Experience in testing of banking management domain in desktop and mobile applications in Windows OS, Android platforms supporting devices like Windows desktops, Samsung devices.
- Basic experience in relational database systems like MySQL, SQL databases.
- Experience in performing cross browser testing for Banking applications across various browsers like Internet Explorer, Google Chrome, Mozilla Firefox.
- Having the ability to work independently and to handle tight project schedules for timely project completion and strong experience in client interaction and presentations.
- Achieved valuable awards for individual performance and Kaizen.
Education
Certificate - Business Administration And Management
Douglas College
New Westminster09-2019
Bachelor - Computer Science And Engineering
Chitkara University
Himanchal Pradesh , India08-2015
Skills
- Remote desktop support
- Software installation
- Remote technical support
- Network configuration
- Customer support
- Incident management
- Cross-functional communication
- Scripting languages
- Teamwork and collaboration
- Application support
- Security protocols
- Help desk support
Training
IGATE Corp University Certified Industrial Training - Pune
Languages
English
Timeline
Technical Support Specialist
Powerschool ULC Canada
08.2021 - Current
Client Support Specialist
Kal Tire Vernon
01.2021 - 07.2021
Office Administrator
Sunrise Kitchens
01.2020 - 12.2020
Client Service Coordinator
DDS Wireless
01.2019 - 09.2019
Associate Consultant
Capgemini Technology Services India Ltd.
08.2015 - 01.2018
Certificate - Business Administration And Management
Douglas College
Bachelor - Computer Science And Engineering
Chitkara University