Shambo Banerjee
London,Canada
Overview
9
9
years of professional experience
1
1
Certification
Work History
Dispatcher (Checker Limousine) - Part-Time
Voyago
London, Ontario
04.2023 - Current
- Co-Ordinate between drivers to ensure a smooth transition of work
- Oversee phone support and chat support for drivers and customers in a timely manner
- Prepare daily metrics to ensure the metric sheet is up-to date
- Responsible for scheduling and assigning drivers as needed
- Diagnose and resolve technical issues for communication devices across a fleet of 100, enhancing network reliability and securing data logging without any system downtime
- Successfully streamline driver coordination processes, reducing transition delays which improved overall service delivery and customer satisfaction
- Identify and fix critical communication device problems that resulted in consistent uptime for all technical systems, ensuring reliable data logging practices maintaining integrity for more than 100 connected devices
Apple IOs Technical Support Representative
Transcom Worldwide Inc
London, Ontario
06.2022 - 03.2023
- Resolved technical issues, improving network security and performance, ensuring secure data recovery and device management
- Set up store appointments for repairs for hardware related issues after isolating the cause
- Conducted phone and tablet diagnostics and assisted in restoring data from iCloud account
- Guided in password recovery challenges and setting up POP, IMAP, SMTP email on devices
- Trained customers about the new products that are being launched
- Complied with quality assurance so that the highest quality of customer service was delivered
- Successfully mentored numerous customers on encryption and privacy best practices, effectively reducing potential data privacy risks
- Proactively Identified and mitigated potential data privacy risks during device diagnostics to ensure customer information remained secure
- Increased efficiency in diagnostic processes for phones and tablets, resulting in quicker resolutions and improved customer experience during service interactions
Chatr Tier 1 Technical Support Analyst
Sitel Group
London, Ontario
10.2021 - 03.2022
- Administered technical troubleshooting for customers having network issues
- Unlocked devices and provided walkthrough in resetting phones back to factory settings
- Successfully safeguarded customer data by implementing secure handling practices for payment transactions, effectively preventing unauthorized access
- Consistently delivered high-quality customer service by educating customers on new products and services, fostering greater product awareness and customer satisfaction
- Instructed customers in best practices for password management and two-factor authentication to enhance account security
- Recognized and reported potential security vulnerabilities in customer devices to prevent data breaches
Customer Service Representative
The Bradford Group
London, Ontario
09.2019 - 09.2021
- Contributed to assisting customers with cheque order placements, addressing objections and offering competitive pricing, which contributed to a positive customer experience and increased loyalty
- Consistently met deadlines and delivered high-quality results, showcasing a solid ability to handle pressure and maintain efficiency
- Applied critical thinking to analyze complex problems and develop effective solutions
- Strengthened data privacy by ensuring secure handling of sensitive customer information
- Developed attention to detail when managing records, reducing the risk of data errors and enhancing security practices
Emergency Roadside Dispatcher
Bill Gosling Outsourcing
London, Ontario
07.2018 - 04.2019
- Coordinated with dispatch teams to provide timely, secure roadside assistance, maintaining detailed service request records to ensure accurate, efficient support
Architect
Jagrut and Partners LLP
Ahmedabad, India
01.2016 - 10.2016
- Led architectural design, 3D visualization, and client meetings, ensuring timely project delivery and quality results
Education
Ontario College Advanced Diploma - Cybersecurity
Fanshawe College
London, Ontario10.2024
Graduate Certificate - Building Information Modelling
Fanshawe College
London, Ontario04.2019
Graduate Certificate - Construction Project Management
Fanshawe College
London, Ontario04.2018
Bachelor of Architecture -
Piloo Mody College of Architecture
Cuttack, India04.2014
Skills
- Schedule Management
- Route Navigation
- Dispatch Coordination
- Database Management
- Driver communication
- Work Order Management
Certification
Autodesk certified Revit Technician, Kolkata, India, 04/01/17, 05/01/17
Qualifications Summary
- Proficient in advanced features of Microsoft Office - Word, PowerPoint, Excel, Access.
- Possess excellent knowledge of conflict resolution and technical troubleshooting.
- Troubleshooting and technical expert, with critical thinking and problem resolution.
- Hands-on experience designing a secure network architecture using Cisco routers and switches, configuring firewall and IDS to prevent unauthorized access.
- Skilled in monitoring network traffic for suspicious activity, responding to security incidents, and conducting thorough investigations to identify and mitigate threats.
- Proficient in performing risk assessments to identify potential vulnerabilities within network systems and implementing remediation strategies to mitigate risks.
- Proficient in implementing cryptographic techniques to secure sensitive data and communications.
- Experienced in planning, executing, and overseeing cybersecurity projects, ensuring timely completion while adhering to security protocols and best practices.
- Detail-oriented, efficient and motivated with a positive attitude towards work.
- Collaborative team player confident in working with colleagues in delivering exceptional client service and technical excellence.
Timeline
Dispatcher (Checker Limousine) - Part-Time
Voyago
04.2023 - Current
Apple IOs Technical Support Representative
Transcom Worldwide Inc
06.2022 - 03.2023
Chatr Tier 1 Technical Support Analyst
Sitel Group
10.2021 - 03.2022
Customer Service Representative
The Bradford Group
09.2019 - 09.2021
Emergency Roadside Dispatcher
Bill Gosling Outsourcing
07.2018 - 04.2019
Architect
Jagrut and Partners LLP
01.2016 - 10.2016
Ontario College Advanced Diploma - Cybersecurity
Fanshawe College
Graduate Certificate - Building Information Modelling
Fanshawe College
Graduate Certificate - Construction Project Management
Fanshawe College
Bachelor of Architecture -
Piloo Mody College of Architecture
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