Sanchi Sehgal
Surrey,Canada
Summary
Insightful Technical Support Analyst with experience specializing in aligning global company assets into cohesive units. Practiced at organizing human and technological resources across multiple sites to streamline operations, shorten turnaround times and reduce technical support hiccups. Dedicated to working across enterprise levels to define operational goals and enhance revenue while raising employee morale. Analytical Technical Advisor committed to providing direction and support in Information Technology field. Manages multiple priorities effectively and maintains patience and composure during stressful situations.
Overview
7
7
years of professional experience
Work History
Technical Advisor II
Concentrix Canada IT Service And IT Consulting
06.2023 - Current
- Working closely with my client, a company known for its innovation, sleek design, and commitment to excellence
- Demonstrated comprehensive knowledge of systems, hardware, and software environments, resolving help desk support tickets efficiently.
- Implemented streamlined processes, contributing to a 15% improvement in resolution times and overall customer satisfaction.
- Communicated technical information effectively, tailoring communication to both technical and non-technical stakeholders.
- Specialize in Troubleshooting Software and hardware problems, utilizing my extensive knowledge to address a wide range of technical concerns
- Understanding various cutting-edge technology platforms and excelling in guiding customers through step-by-step solutions with clear and concise instructions
- Working in a fast-paced environment, well versed in handling customer inquiries through multiple channels, including phone, email, and chat
- Collaborating with cross-functional teams, escalating complex technical issues to ensure timely resolutions and contribute to process improvements.
- Applied hands-on maintenance and repair expertise, contributing to a proactive approach to system and equipment maintenance.
Business Analyst Intern
University Canada West
03.2023 - 06.2023
- Preparing, organizing, and conducting the training materials, sessions, and content for newly recruited and returning tutors.
- Monitor, manage, and support the allocated scheduled sessions, in-class introductions, and tutor sessions to ensure the effectiveness and efficiency of the program.
- Working closely with client and team to deliver the goals and objectives created
- Research, collect data, compile information, and assist with or prepare reports on the feedback from students or the team performance.
- Effectively communicated technical information to both technical and non-technical audiences, enhancing overall customer understanding.
Senior Business Analytics II
American Express
10.2018 - 06.2022
- Demonstrated comprehensive knowledge of systems, hardware, and software environments, resolving help desk support tickets efficiently by using service now system.
- Develop data-driven research deliverables, including data collection, analysis, and recommendation for financial services practices
- Utilizing DATA-STEP PROGRAMMING for cleansing, validating, and manipulating complex data
- Sorting and merging multiple large datasets to obtain summary tables and listings
- Interacts with business stakeholders to understand and clarify business requirements
- Worked closely with client managers and marketing consultants and performed data analysis for various clients located in multiple countries and provided them.
Fraud Analyst
Quatrro Global Services India (JP Morgan Chase Bank)
07.2017 - 09.2018
- Input information regarding fraud investigations into detailed reports for submission to clients
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
Education
MBA - Business Administration
University of Canada West
Vancouver, Canada06.2023
B.com - Commerce
Delhi University
Delhi, India07.2017
Diploma - Software Engineering
Janki Devi Vocational Centre
07.2016
Skills
- Strong Verbal and Personal communication skills
- Technical Skills: SQL, Tableau, Power BI, Microsoft Office, troubleshooting skills
- Customer Service Skills
- Technical Proficiency
- Experience in Corporate Training
- Experience in working with MS Office applications Excellent presentation skills
- Creating strategies, objectives and goals
- Incident Management Handling Tools
Languages
English
Hindi
Punjabi
Volunteer Experience
- Food Bank, Vancouver, Canada, Food Packing and Volunteering in Events
- University Canada West, Vancouver, Canada, New Student Volunteer
Timeline
Technical Advisor II
Concentrix Canada IT Service And IT Consulting
06.2023 - Current
Business Analyst Intern
University Canada West
03.2023 - 06.2023
Senior Business Analytics II
American Express
10.2018 - 06.2022
Fraud Analyst
Quatrro Global Services India (JP Morgan Chase Bank)
07.2017 - 09.2018
MBA - Business Administration
University of Canada West
B.com - Commerce
Delhi University
Diploma - Software Engineering
Janki Devi Vocational Centre
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