ROJA MOHAN KANHARAKKOTH
TECHNICAL SUPPORT ENGINEER
London,ON
Summary
Dedicated and professional individual with a strong background in providing technical support to end users in a corporate environment. Proven ability to efficiently resolve complex technical issues, deliver exceptional customer service, and stay up-to-date with the latest advancements in the IT industry. Proficient in troubleshooting hardware and software problems, performing system maintenance, configuring networks, training users on new applications and technologies, and collaborating with remote users.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Technical Support Advisor
GEXEL Telecom
09.2024 - Current
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails
- Collaborated with cross-functional teams to identify recurring technical issues, resulting in improved product quality.
- Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
- Served as primary point of contact for triaging technical issues.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
Machine Operator
McCormick & Co Inc
06.2024 - 09.2024
- Followed detailed instructions to operate machines with accuracy and produce quality products.
- Loaded raw materials into machines and unloaded finished products to keep manufacturing process running smoothly.
- Set up and adjusted equipment and properly configured machines for daily operation.
- Set up and ran machinery to produce exceptional products for industrial needs.
- Calibrated, tested, and adjusted machine settings or controls in preparation for production operations.
- Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.
- Increased product quality through meticulous monitoring of machine settings and making adjustments as needed.
Pharmaceutical Manufacturing Operator
Catalent Pharma Solutions
06.2022 - 10.2023
- Set up and operate encapsulation machine according to SOP and control electronic machine panels from control room
- Conduct product sample tests, record data, perform statistical process control on process operations
- Disassemble, clean, change and re-assemble encapsulation machine equipment and parts as per MBPR and Standard Operating procedures
- Participate in inspections, Safety Audits, and investigations and provide emergency response
- Adhere to all Health, Safety and environmental regulations
- Accomplished in monitoring product output closely and making adjustments as needed to ensure quality control requirements are met
- Worked with coworkers to complete tasks
Customer Experience Associate
Walmart
12.2020 - 05.2022
- Picking customers calls for online orders and dispensing orders to customers
- Keeping eye on product movement and, if necessary, restock the item
- Label the overstock count, bin, and stock in the backroom to ensure effective handling of overstocked commodities
- Assisted customers with product selection using knowledge of product features and benefits
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems
- Provided excellent customer service to a diverse range of customers, demonstrating strong problem-solving and communication skills
- Assisted customers in navigating through various web pages on the company's website during their purchase process
- Provided excellent customer service by responding to inquiries in a timely and professional manner
- Maintained a positive attitude when dealing with difficult or challenging situations
Associate Professional Technical Support
DXC Technology
08.2018 - 03.2020
- Receive, log, and manage customer-reported incidents or service requests
- Managed approximately 30 incoming calls, emails and chats per day from customers.
- Ensure that all incidents are properly recorded, classified, prioritized, and escalated as necessary
- Provide technical support and troubleshoot hardware, software, network, and system issues
- Assist customers in identifying and resolving problems through phone, email, or remote assistance
- Deliver excellent customer service by responding to customer inquiries, requests, and complaints promptly and professionally
- Maintain a positive and helpful attitude while addressing customer needs
- Work diligently to resolve customer incidents within defined service level agreements (SLAs) or escalate to appropriate teams if necessary
- Document incident resolutions, including troubleshooting steps and workarounds
- Process service requests such as user account creations, password resets, software installations, or equipment provisioning
- Ensure requests are fulfilled within defined SLAs and adhere to organizational policies
Education
Diploma - Operations Management
Fanshawe College
London, ON 09.2021 - 04.2022
Diploma - Software And Information Systems Testing
Fanshawe College
London, ON 09.2020 - 04.2021
Master of Computer Applications - Information Technology
Shree Devi Institute of Technology
Karnataka,India 07.2015 - 05.2018
Bachelor Of Computer Application - Information Technology
Chinmaya Arts And Science College
Kerala,India 06.2012 - 04.2015
Skills
Application Installation
Time Management
Performance Optimization
Customer Relationship Management
Ticket Management
Complaint Management
Teamwork and collaboration
Problem-solving
Active listening
Expertiseintools
- Service Now ticketing tool
- Active Directory
- M365 Tools
- Azure & AWS cloud
- Sales force
- Agile, Confluence and Jira
Timeline
Technical Support Advisor
GEXEL Telecom
09.2024 - Current
Machine Operator
McCormick & Co Inc
06.2024 - 09.2024
Pharmaceutical Manufacturing Operator
Catalent Pharma Solutions
06.2022 - 10.2023
Diploma - Operations Management
Fanshawe College
09.2021 - 04.2022
Customer Experience Associate
Walmart
12.2020 - 05.2022
Diploma - Software And Information Systems Testing
Fanshawe College
09.2020 - 04.2021
Associate Professional Technical Support
DXC Technology
08.2018 - 03.2020
Master of Computer Applications - Information Technology
Shree Devi Institute of Technology
07.2015 - 05.2018
Bachelor Of Computer Application - Information Technology
Chinmaya Arts And Science College
06.2012 - 04.2015
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