Shailkumar Patel
Calgary,Canada
Summary
Exceptional interpersonal and troubleshooting abilities, excelling in providing top-notch IT support for customers experiencing internet, TV and phone issues. Possess extensive knowledge of computer software and hardware, complemented by eight years of experience as an IT support technician. Holding a bachelor's degree in computer science further enhances expertise in the field. Dedication to delivering excellent customer service and ensuring smooth operations for individuals and organizations. Additionally got experience in sales on the current position and be involved separate projects for gathering and analyzing incomplete work orders and presenting it in the form of excel sheet and reporting to the superiors. Furthermore have knowledge about System Administration, Network Administration and preparing for CCNA certification .
Overview
5
5
years of professional experience
1
1
Certification
Work History
Consumer Activations and Technical Specialist
Rogers Communication(Shaw Communications)
12.2022 - Current
- Providing activations and second level support for On-site technicians.
- Escalation support for technician install/service and provisioning issues.
- Providing assistance to customers for activating any self-install equipment for internet, TV and phone services by taking inbound calls and chats.
- Demonstrates proficiency when using Shaw diagnostic tools to determine outages, and other customer and network impacting incidents.
- Using service now as a application to communicate with the technicians and handle escalations.
- Involved in Consumer Tech Sales team which helps technician to make a sale for new customers and increase corporate sales by developing and implementing effective sales strategies.
- Conducted thorough service calls and work order audits, identifying discrepancies and recommending corrective actions.
- Sophisticated knowledge of tools such as COMX, networking, LAN, cable and TV setups, internet applications, browsers, and has a high proficiency with fixing these topics patiently with customers over the telephone or by messaging
Technical Support Representative
Rogers Communication(Shaw Communications)
04.2022 - 11.2022
- Providing technical support and troubleshooting for network, internet, cable, and digital phone difficulties.
- Utilized advanced problem-solving techniques to identify root causes behind recurring technical concerns, ultimately leading to long-term resolutions benefiting both the company and its clients.
- Increased customer satisfaction by providing timely and accurate technical support.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Educating clients about the advantages of their Rogers goods and services.
- Providing input to leadership teams to enhance the workplace
Customer Service Representative
Circle K
10.2019 - 03.2022
- Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handling cash and POS.
- Solved difficulties the customer is experiencing and made suggestions on the way for better customer experience.
- Responsible for helping to unload deliveries, checking in new products and stocking accordingly.
- Managed the inventory of all the products in the store.
- Great customer service experience for more than 2 years.
Education
Bachelor of Science - Computer Science
Algoma University
12.2021
Skills
- Ability to grasp new concepts rapidly
- Proficient in problem solving
- Experience in using Service Now
- Technical support background
- Adaptability and flexibility
- Experience in working with Microsoft Office tools
- Product and service solutions
- Experience in Customer service for over 3 years
- Efficient Multitasking Abilities
- Network troubleshooting
Certification
- Deal Us In (Phase 1)
- Anti-Money Laundering
Timeline
Consumer Activations and Technical Specialist
Rogers Communication(Shaw Communications)
12.2022 - Current
Technical Support Representative
Rogers Communication(Shaw Communications)
04.2022 - 11.2022
Customer Service Representative
Circle K
10.2019 - 03.2022
Bachelor of Science - Computer Science
Algoma University
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