Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Simran Kaur

WINDSOR,Ontario

Summary

Adept at technical troubleshooting and enhancing network performance, I significantly improved service functionality at Xavient Digital. My expertise in CCNA and effective incident management streamlined operations, achieving an average resolution of 22 inquiries daily. My proactive approach and ability to train new hires demonstrate my leadership and technical acumen.

Overview

7
7
years of professional experience

Work History

Technical Support Specialist (SME)

Xavient Digital
06.2019 - 04.2022
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
  • Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
  • Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
  • Resolved on the average of 22 technical support inquiries per day.

Technical Support Specialist

Convergys
02.2017 - 05.2019
  • Responsible for data migration from quickbooks desktop application to Quickbooks online.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
  • Responsible to resolve Tier 1 escalated incidents.
  • Responsible for reporting and maintaining the metrics.
  • Responsible for ensuring Quickbooks Data Quality before providing it to users.
  • Assisted end users in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of Quickbooks technical issues across multiple systems and applications for customers and end-users.
  • Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.

Network Operations Associate

Huawei Technologies
12.2014 - 09.2016
  • Enhanced network performance by monitoring and troubleshooting network issues and outages.
  • Conducted root cause analysis for recurring incidents, identifying areas for improvement and implementing corrective actions accordingly.
  • Monitored network hardware operations to evaluate proper configuration.
  • Optimized network operations by analyzing data trends and recommending improvements.
  • Reduced downtime with the implementation of efficient incident response procedures.
  • Providing 24*7 supports to GOC monitoring & incident management team.

Education

Bachelor of Technology - Electrical, Electronics And Communications Engineering

JNTU
Hyderabad, India
07-2014

Skills

  • Technical Troubleshooting
  • Remote IT Implementation
  • Remote Support
  • Incident Management
  • CCNA
  • CCNP(ENCOR)
  • LAN
  • WAN
  • TCP/IP
  • SQL
  • Python
  • MS Office(7,8,81,10,11),
  • Windows XP/Vista

Languages

English
Full Professional

Timeline

Technical Support Specialist (SME)

Xavient Digital
06.2019 - 04.2022

Technical Support Specialist

Convergys
02.2017 - 05.2019

Network Operations Associate

Huawei Technologies
12.2014 - 09.2016

Bachelor of Technology - Electrical, Electronics And Communications Engineering

JNTU

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Simran Kaur