Summary
Overview
Work History
Education
Skills
Timeline
Generic

Suveer Sharma

Calgary,AB

Summary

Experienced Technical Support Representative with over two years at Rogers Communications, adept at diagnosing and resolving hardware, software, and network issues for diverse user groups. Skilled in managing IT asset inventories and handling helpdesk tickets efficiently while maintaining a strong client-focused approach. Known for clear communication, patience, and guiding users through step-by-step technical solutions. Detail-oriented and proactive, with a commitment to improving system uptime and user satisfaction in fast-paced, service-driven environments.

Overview

4
4
years of professional experience

Work History

Technical Support Representative

Rogers Communications
04.2022 - 11.2024
  • Responded promptly and professionally to customer inquiries by building rapport, identifying needs, and taking timely, strategic actions to resolve issues.
  • Troubleshot and resolved technical problems related to internet, cable, phone, and associated hardware and systems, educating customers on solutions throughout the process.
  • Assisted in the installation and activation of devices and services, ensuring proper setup and operational readiness for end users.
  • Detected, logged, and reported software bugs and system glitches using ServiceNow, contributing to continuous service improvement.
  • Delivered customer-centric support by actively listening and tailoring communication to users’ technical knowledge levels.
  • Proactively resolved issues on the first contact by applying advanced product knowledge and problem-solving skills.
  • Supported asset management by maintaining accurate records of assigned devices and collaborating with teams to keep inventory updated.
  • Handled confidential customer information with the utmost discretion and professionalism.
  • Translated complex technical issues into clear, accessible language for non-technical users.
  • Utilized ticketing systems to efficiently manage, prioritize, and document support requests and actions.

Technical Support Representative

Teleperformance
05.2021 - 12.2021
  • Delivered technical assistance for the Philips Lifeline personal emergency response system, supporting seniors and caregivers across Canada.
  • Guided users through installation, activation, and troubleshooting of wearable alert devices and base units, ensuring continuous emergency coverage.
  • Resolved connectivity, hardware, and power issues while providing clear, empathetic communication to users, many of whom were elderly or medically vulnerable.
  • Handled time-sensitive calls with professionalism, maintaining calm under pressure and ensuring accurate documentation via ServiceNow.
  • Escalated critical technical problems promptly, helping maintain compliance with healthcare safety standards and rapid response protocols.

Education

Associate of Applied Science - Computer Science Techniques

Matrix College of Technology & Management
Montreal, Canada
05.2001 -

Skills

Customer Service

Clear, empathetic client communication

Device setup, activation & configuration

Hardware and software troubleshooting

ServiceNow ticketing & incident management

Software Installation

Windows OS and network configuration

Technical troubleshooting

Timeline

Technical Support Representative

Rogers Communications
04.2022 - 11.2024

Technical Support Representative

Teleperformance
05.2021 - 12.2021

Associate of Applied Science - Computer Science Techniques

Matrix College of Technology & Management
05.2001 -

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Suveer Sharma