Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Suveer Sharma

Winnipeg,MB

Summary

Experienced Technical Support Representative with strong background in resolving complex technical issues, enhancing operational efficiency, optimizing customer satisfaction and providing exceptional customer service. Exhibit adeptness in software troubleshooting, network configuration, and IT service management protocols. Demonstrated ability to guide clients through step-by-step solutions while maintaining high engagement levels. Proven capacity for proactive problem-solving, critical thinking, and strategic planning contributes to improved business productivity.

Overview

5
5
years of professional experience

Work History

Technical Support Representative

Shaw Cables Inc.
Winnipeg, MB
04.2022 - Current
  • Handle and carefully respond to all customer inquiries by building excellent rapport & confidence, identifying their needs, and taking strategic action in a timely manner
  • Troubleshoot internet, cable, phone, and related hardware or system problems while educating the customer on support options and steps being taken to resolve the issue
  • Detects, logs, and reports program bugs and glitches using Service Now
  • Provide excellent customer support through active listening on every interaction while adjusting the support approach to accommodate all levels of customer experience
  • Aim to resolve issues on the first call by being proactive and demonstrating advanced product knowledge
  • Work with confidential customer information and treat it sensitively
  • Translated complex technical issues into digestible language for non-technical users
  • Used ticketing systems to manage and process support actions and requests.

Mobile Patrol Officer

Winnipeg Parking Authority
Winnipeg, MB
01.2020 - 03.2021
  • Assisted with traffic control and responded to emergency calls.
  • Regularly patrol streets, parking lots, and other designated areas to monitor parking compliance.
  • Identify and ticket vehicles that are parked illegally or in violation of parking regulations. This can include expired meters, blocking driveways, or parking in restricted zones.
  • Address and investigate complaints related to parking issues. This involves resolving disputes, checking for unauthorized parking, or handling situations involving obstructive or hazardous parking.
  • Offer information and assistance to the public regarding parking regulations, meter payments, and permit applications.

Education

AEC Diploma in Computer Science Technology- Software Testing -

Matrix College of Management Technology
Montreal, QC
03.2021

Skills

  • Customer Service
  • De-escalation
  • Dispatch
  • Complaint resolution
  • Security Protocols
  • Logging & Reporting
  • ServiceNow
  • Software Installation
  • Appointment Scheduling
  • Ticket Support System Management CSS, phpMyAdmin, SQL

Websites

Timeline

Technical Support Representative

Shaw Cables Inc.
04.2022 - Current

Mobile Patrol Officer

Winnipeg Parking Authority
01.2020 - 03.2021

AEC Diploma in Computer Science Technology- Software Testing -

Matrix College of Management Technology

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Suveer Sharma