Swathi Patali
Waterloo,Canada
Summary
Aspiring IT Analyst and current Information Technology Administrator (Cybersecurity) student with a strong foundation in network security, system administration, and technical troubleshooting. Over 3 years of experience in service desk environments, utilizing Salesforce and SAP to resolve complex user issues. Currently developing hands-on expertise in Windows/Linux administration, Active Directory, and Microsoft 365. Committed to achieving "one-touch" resolutions and maintaining high security standards in hybrid work environments.
Overview
4
4
years of professional experience
6
6
Certifications
Work History
Customer Support Associate
Tech Mahindra
New Brunswick
09.2022 - 12.2022
- Assisted customers with order placements, tracking, and resolving service-related inquiries.
- Logged and managed customer support tickets in Salesforce; issued refunds and gift cards using Axiom.
- Educated customers on service processes and ensured satisfaction through timely resolution.
- Maintained data accuracy and documentation standards in all support activities.
Customer Service Representative
Aysha Panel Boards
Mangalore, India
12.2020 - 01.2022
- Handled customer inquiries regarding product orders, service concerns, and delivery updates.
- Followed up with customers to ensure issue resolution and service quality.
- Promoted positive customer experiences through active listening and problem-solving.
Customer Service Representative
Driasi International
Mississauga, ON
06.2020 - 07.2020
- Supported sales and service operations; resolved issues related to product delivery and quality.
- Utilized Salesforce and Axiom to track customer orders, initiate refunds, and manage inquiries.
- Built relationships with customers through effective communication and service resolution.
Customer Service Representative
DAYAL SWASTIK SEVA YOJANA
Margao, India
09.2018 - 02.2019
- Delivered timely assistance to customers seeking product, service, and company information.
- Provided primary support for order placement and service request resolution.
- Maintained customer satisfaction through professional and efficient communication.
Education
Diploma - Information Technology Administrator Cybersecurity
Trios College
Toronto, ON10-2026
Master of Commerce - Accounting and Finance
Rosary College of Commerce And Arts
Goa India04.2018
Bachelor of Commerce - Accounting
Rosary College of Commerce and Arts
Navelim, Goa, India04.2016
Skills
- Banking & Financial Services Support
- SAP FICO (R/3 & S/4 HANA)
- MS Office (Word, Excel, Outlook)
- Digital Banking Support
- Order Management & Issue Resolution
- Requirement Gathering & Analysis
- Time Management & Multi-tasking
- Help Desk & Service Desk Support
- Analytical skills
- Desktop support
- IT support
- Network security
- IT service management
- Information security
Certification
SAP FICO R/3 - Finprov Learning
Timeline
Customer Support Associate
Tech Mahindra
09.2022 - 12.2022
Customer Service Representative
Aysha Panel Boards
12.2020 - 01.2022
Customer Service Representative
Driasi International
06.2020 - 07.2020
Customer Service Representative
DAYAL SWASTIK SEVA YOJANA
09.2018 - 02.2019
Diploma - Information Technology Administrator Cybersecurity
Trios College
Master of Commerce - Accounting and Finance
Rosary College of Commerce And Arts
Bachelor of Commerce - Accounting
Rosary College of Commerce and Arts