Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Satveer Kaur

Brampton,ON

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Customer Support Specialist

TRADER Corporation
05.2022 - 11.2023
  • Served customer account and technical needs across 30+ daily calls, consistently meeting productivity and quality targets.
  • Resolving dealers feed, inventory and user management related issues using different systems with trader system.
  • Website changes on dealers' website using WordPress by adding/removing features and by adding different scripts on backend of website.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Served as an escalation point for advanced troubleshooting scenarios, leveraging extensive product knowledge to resolve complex issues quickly.

Executive IT Support (Co-op)

Premier & Cabinet Office, Ministry of Government and Consumer Services
05.2021 - 08.2021
  • Configured and imaged workstations,laptops and other computing equipments and added required software.
  • Handled email setups, supported Active Directory profile issues, configured new hardware and granted system permissions to new employees.
  • Responded to tickets via ticketing system and resolved remote users' issues by applying remote monitoring and management software to clients.
  • Added/Removed users from Distribution lists and groups in Active Directory.
  • Troubleshoot problems with computer systems, including troubleshooting hardware and software, network, and peripheral equipment problems; make repairs and corrections where required.
  • Maintained records and reports of inventory issued and returned.
  • Performed analysis/troubleshooting of iOS devices and installed required software applications.
  • Performed troubleshooting and repaired peripheral devices such as printers and scanners.
  • Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
  • Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.

Front Line Help Desk Technician (Co-op)

EAP Expert Inc
09.2020 - 01.2021
  • Offered outstanding customer support and excellent communication in accordance with all Service Desk procedures and policies by identifying and working with all remote users
  • Helped implement a Helpdesk ticketing system to better track open items and create a knowledge base to solve reoccurring issues with more efficiency
  • Maintained and followed up of all unresolved incident tickets while paying particular attention to all SLA requirements
  • Monitoring, troubleshooting, and ensuring the timely completion of internal and external help desk tickets and escalating them to other support teams
  • Unlocking the user accounts and resetting the passwords, performing troubleshooting duties for end users using Active Directory
  • Documented project for QA process by gathering all information related to software V3 for Compliance
  • Used Remote Desktop Connection to remote into users PC for providing virtual software support.

Education

Diploma - Information Technology Infrastructure & Services

Sheridan College of Advanced Learning and Technology
Brampton, ON
12.2021

Skills

  • Proficient in Windows,MS Office 365 (Word, Power Point, Excel, Access, Teams, and Outlook)
  • Strong demonstrated knowledge and experience with Active Directory
  • On hands on Virtualization (VM ware, Hyper V, Oracle virtual box, vClient)
  • Sound knowledge of configuring Routers, Switches and Network, TCP/IP Protocols
  • Troubleshooting Windows and hardware components
  • Sound knowledge of ticketing software (Jira, Salesforce)
  • Maintenance of printers and scanners
  • Understanding of mobile phone components and systems
  • Basic knowledge of scripting, cloud technologies, virtualization, and multi-OS deployments
  • User account administration & management
  • VoIP and telecommunication techniques
  • Incident handling & resolution

Certification

  • Microsoft 365 Certified: Fundamentals
  • CompTIA A+ Certification

Timeline

Customer Support Specialist

TRADER Corporation
05.2022 - 11.2023

Executive IT Support (Co-op)

Premier & Cabinet Office, Ministry of Government and Consumer Services
05.2021 - 08.2021

Front Line Help Desk Technician (Co-op)

EAP Expert Inc
09.2020 - 01.2021

Diploma - Information Technology Infrastructure & Services

Sheridan College of Advanced Learning and Technology

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Satveer Kaur