Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Sakshi Sachdeva

Burnaby,British Columbia

Summary

Skilled Technical Lead successful at marrying technology and business needs in order to meet changing demands and solve diverse problems. Prepared to leverage 6+ years of IT experience to take on new role with long-term potential and room for professional growth.

Overview

6
years of professional experience

Work History

PDF Solutions Inc.
Vancouver, BC

Software Support Technical Lead
04.2022 - Current

Job overview

  • Resolved complex customer issues in a timely manner, that increased customer satisfaction rate by 45%.
  • Streamlined customer support operations by resolving 500+ support tickets monthly, resulting in a 40% decrease in average response time and a 25% increase in customer satisfaction scores
  • Developed and implemented technical support processes to improve customer service, helped increase productivity by 60% over a short period.
  • Monitored customer satisfaction levels through surveys and other methods of data collection.
  • Analyzed trends in customer behavior to identify opportunities for improvement in the customer experience.

Sherweb Inc
Montreal, QC

Business Technical Lead
02.2020 - 04.2022

Job overview

  • Ensure performance levels of a group of technical advisors are maintained and exceeded
  • Act as the reference point for the team, guide case resolutions, and assist them with real-time coaching for call handling, increased productivity by 30%.
  • Be the first escalation level for technical issues by proactively and reactively answering more than 400+ questions per day.
  • Involve, consult, share, and collaborate with the team during technical issue resolutions, team morale was boosted by 50%.
  • Approve and advise high-level escalations if more advanced research is needed.

Sherweb Inc

Business Technical Advisor
08.2019 - 02.2020

Job overview

  • Provide proactive support to client’s issues over phone, email, and chat. Dealt with 60+ customer requests daily across platforms.
  • Resolve technical issues related to cloud based, Office365 (SharePoint, Outlook, OneDrive, Teams)
  • Execute commands and script in PowerShell to customize functionalities of products on Office365
  • Implement and manage policies on Exchange server to maintain business compliances and security level of the business, helped boost the response rate and resolution rate by over 40%.
  • Manage software licensing, O365 subscriptions, Active Directory and data migration to office365 (staged, cutover, hybrid,IMAP)

HCL Technologies

Analyst
04.2015 - 02.2016

Job overview

  • Respond to support requests via phone, email while adhering to Service Level Agreements
  • Assist with troubleshooting issues using remote management software
  • Lead in a mentorship capacity for peers, newly hired,
  • Associate level

Education

Matrix College
Montreal, QC

GED
09.2018

Fanshawe College
London, ON

GED
04.2017

College of Information And Technology

Bachelor’s Of Technology from Information Technology
04.2014

Skills

Platform: Office365, Microsoft Azure, Google Cloud Platform, Linux and Windows, Salesforce

Soft Skills :

  • Problem-Solving
  • Retention Strategies
  • Customer Service
  • Policy Development
  • Continuous Improvement
  • Performance Evaluations
  • Quality Assurance

Timeline

Software Support Technical Lead

PDF Solutions Inc.
04.2022 - Current

Business Technical Lead

Sherweb Inc
02.2020 - 04.2022

Business Technical Advisor

Sherweb Inc
08.2019 - 02.2020

Analyst

HCL Technologies
04.2015 - 02.2016

Matrix College

GED

Fanshawe College

GED

College of Information And Technology

Bachelor’s Of Technology from Information Technology

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Sakshi Sachdeva