SAHIL SHARMA
BRAMPTON,ONTARIO
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented Technical Support Representative with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Enthusiastic Technical Support Representative specializing in delivering outstanding customer service. Background in helping businesses promote products and services to drive sales. Analytical and thorough in tackling customer issues.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Representative
ROGERS COMMUNICATIONS INC.
Hamilton, ON
10.2021 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- 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.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Integrated Salesforce CRM and other customer relationship management software into support operations.
- Resolved system, hardware and telephone issues within few hours, improving efficiency among departments.
- Handled over 50 calls per day to address customer inquiries and concerns which led to companies sales and profit by 10%".
Network and Security Administrator
King Tandoori
Brampton, ON
10.2019 - 04.2021
- Installed, configured, and supported local area network (LAN), wide area network (WAN) and Internet system.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Performed day-to-day LAN and WAN administration, maintenance and support.
- Constructed and maintained Virtual Local Area Network (VLAN).
- Monitored stability of network and wireless services to deliver comprehensive stability.
- Planned, coordinated and implemented network security measures.
- Managed and maintained stability of network and wireless services throughout enterprise.
- Took over responsibilities of administrator during absence and filled in gaps around office.
- Backed up company data to distributed storage centers to avoid massive data loss in event of network breach or failure.
Computer Hardware and Networking Technician
T-Pine Leasing Capital Corp.
Mississauga, ON
02.2018 - 08.2019
- Designed computer hardware components and peripheral devices.
- Investigated hardware product issues involving materials and software and devised solutions.
- Demonstrated strong knowledge of all types of electrical components, operations, specifications and proper testing methods.
- Outlined design requirements, BOMs, functional specifications and reports to document development processes.
- Strategically implemented new computer projects and hardware installations to improve workflow for 10 to 15 employees.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Set up hardware and software in optimal configurations to meet network performance requirements.
IT Service Admin
Easy Imprint Corp.
Mississauga, ON
08.2017 - 01.2018
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Exceeded goals through effective task prioritization and great work ethic.
- Used coordination and planning skills to achieve results according to schedule.
Education
International Business Management - Business Relations
Mohawk College of Applied Arts And Technology
Hamilton05.2019
Information System Business Analysis - System Analsis
Northern College of Applied Arts And Technology
Timmins, ON06.2018
Bachelor of Science in Information Technology - Information Technology
Lovely Professional University
Punjab, India12.2016
Skills
- Defect Analysis and Resolution
- Mobility Devices
- Service Schedule Coordination
- Hardware Diagnostics
- Customer Support Needs Assessment
- System Performance Assessment
- Hardware Upgrades
- Call Center Operations
- User Support and Troubleshooting
- Help Desk Support
- Troubleshooting Network Issues
Certification
- Addiction and Mental Illness Training - Crisis and Trauma Resource Institute
- Coaching Strategies For Leaders Training - Crisis and Trauma Resource Institute
- Workplace Sexual Harassments Training - Crisis and Trauma Resource Institute
- 5G Core Protocols and Procedures Training - Success Factor
- Cyber Security Certification Training - Success Factors
Timeline
Technical Support Representative
ROGERS COMMUNICATIONS INC.
10.2021 - Current
Network and Security Administrator
King Tandoori
10.2019 - 04.2021
Computer Hardware and Networking Technician
T-Pine Leasing Capital Corp.
02.2018 - 08.2019
IT Service Admin
Easy Imprint Corp.
08.2017 - 01.2018
International Business Management - Business Relations
Mohawk College of Applied Arts And Technology
Information System Business Analysis - System Analsis
Northern College of Applied Arts And Technology
Bachelor of Science in Information Technology - Information Technology
Lovely Professional University
- Addiction and Mental Illness Training - Crisis and Trauma Resource Institute
- Coaching Strategies For Leaders Training - Crisis and Trauma Resource Institute
- Workplace Sexual Harassments Training - Crisis and Trauma Resource Institute
- 5G Core Protocols and Procedures Training - Success Factor
- Cyber Security Certification Training - Success Factors
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