Shakshi Jain
Redeer,AB
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
3
3
years of professional experience
Work History
Technical Support Representative
Shaw-Rogers Communications
10.2023 - Current
- Provide technical support for network, Internet, cable, Satellite and computer issues
- Assist customers via electronic communication and phone calls
- Troubleshoot, diagnose and resolve technical problems for customers
- Research and implement solutions using internal tools and resources
- Document customer issues and solutions for knowledge sharing
- Educate customers on product benefits and improvements.
Customer Service Manager
Walmart
07.2021 - 09.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- As a member of management, I lead by example in modeling friendly and helpful customer service approaches and techniques
- I enforce these standards and provide direction to associates to ensure that they are delivering the best possible customer experience
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Informed customers about special promotions and provided detailed information for various
- Developed and actualized customer service initiatives to decrease wait times
- Executes excellent sales floor merchandising and selling
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
Research Assistant
Conestoga (Smart Manufacturing & Advanced Centre)
09.2022 - 12.2022
- Monitoring security breaches such as Session Hijacking, SQL Injection, Cross Site Scripting, and Cross-Site Request Forgery
- Getting hands-on practice with tools like Burp suite Professional, Nessus, and Splunk
- Understanding how Cyber Security Labs are organized
- Collaborate closely with the managed risk teams to evaluate risk and make suggestions for enhancing our security infrastructure.
Techbar Representative (Library Service) (Co-op)
Conestoga College Doon Campus
01.2022 - 04.2022
- Providing effective in person and/or online service to the College community including (but not limited to) tech loans, software troubleshooting, assisting with access issues, hardware procurement recommendations, tech tutoring and informed referrals to other Conestoga services as needed
- Resolved Students problems and complaints, updating TMT services documentation and training and other duties and projects as assigned
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy Students
- Answered student telephone calls promptly to avoid on-hold wait times.
E-Commerce Executive
Idea Bright InfoTech Company
12.2020 - 04.2021
- Worked as e-commerce executive and handle amazon vendor and seller central accounts
- Analyzed consumer demographics and weekly site metrics to correlate trends in sales and site visits
- Tested website changes to predict user capabilities for use in strategic planning and online marketing
- Customer service representative and communication skills- dealt with myriad of Customers on daily basis
- Provided primary customer support to internal and external customers.
Education
Bachelor of Computer Science & Engineering -
Nar-Narayan Shastri Institute of Technology
Ahmedabad, IndiaPost Graduate Diploma - Virtualization and Cloud Computing
Conestoga College
Ontario, Canada12.2022
Post Graduate Diploma - Computer Application Security
Conestoga College
Ontario, Canada12.2021
Skills
- Knowledge of Active Directory environment
- Expertise in client services, account management and relationship-building
- Help desk Ticketing systems
- Work Prioritization, Routine testing
- Teamwork, Collaboration, Analytical thinking, Competent & Self-disciplined
- Tier 1 level troubleshooting
- Always available for help and good observation skills
- Knowledge of operating systems, virtualization, networking, and prevention system
- Microsoft Outlook, Word, and Excel
- Customer Relationship Management Software (CRM)
Technical Experience
Windows XP,7/8/10/Red Hat, Linux, Servers, Basics of C, C++, Java, Cloud Computing, Desktop Central, Windows, Linux, Firewall, Antivirus, VPN, Zendesk Platform, Zoom, Microsoft teams, SharePoint, Office365, LAN, DNS, SSH, DHCP
Timeline
Technical Support Representative
Shaw-Rogers Communications
10.2023 - Current
Research Assistant
Conestoga (Smart Manufacturing & Advanced Centre)
09.2022 - 12.2022
Techbar Representative (Library Service) (Co-op)
Conestoga College Doon Campus
01.2022 - 04.2022
Customer Service Manager
Walmart
07.2021 - 09.2023
E-Commerce Executive
Idea Bright InfoTech Company
12.2020 - 04.2021
Bachelor of Computer Science & Engineering -
Nar-Narayan Shastri Institute of Technology
Post Graduate Diploma - Virtualization and Cloud Computing
Conestoga College
Post Graduate Diploma - Computer Application Security
Conestoga College
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