Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Activities and Interests
Additional Information
Timeline
Generic

Swyam Prabha Ojha

Kitchener,ON

Summary

Technical Product Support consultant with diverse operational experience in both IT solutions and business intelligence analysis. More than 10 years of experience in creating customized solutions to address specific customer requirements, improve overall productivity, and dramatically increase efficiency.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Technical Support Consultant

Adobe
03.2015 - 07.2023
  • Providing technical support and product guidance to customers, partners, and others who are involved in completing their projects using Creative Cloud Design products
  • Effectively research, record, and maintain on-going knowledge of best practices for product usage in all areas of functionality
  • Participation in Business Intelligence processes including taking active roles in Knowledge-base document creation, incident case notes logging and recording, bug logging etc.
  • Using knowledge of products or services as well as great customer service skills to provide support and offer information, as needed, to keep customers satisfied and retain business
  • Quickly develop strong positive relationships with new customers by understanding their needs and business objectives
  • Applying basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
  • Escalates complex problems to Remote Support Engineering staff or Field Engineering.

Technical Support Executive

Dell Technologies
06.2013 - 03.2015
  • Technical support assistance to US customers over phone/ remote access for technical issues related to Desktop, Laptops & Printers
  • Responsible for verifying Expired Warranty Systems (EWS), Total solutions, and In-warranty extension sales
  • Uncover & develop opportunities for up-selling and cross-selling through various campaigns and support calls
  • Creating daily production reports and outbound trackers within team
  • Responsible for providing diagnostic technical support related to installation, operation, configuration, customization, performance, and usage of assigned products.

Technical Support Executive

HCL Infosystems Ltd
09.2012 - 06.2013
  • Responsible for solving desktop or laptop hardware related issues of international customers (voice inbound)
  • On receiving Technical complain one has to respond immediately over phone or via remote tools to solve their related Technical problems and if not solved then have to do visit call to solve problems within set timeframe.

Education

Ontario College Graduate Certificate (PG) - Information Technology Business Analysis

Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON
12.2025

Bachelor of Science - Computer Science

APJ Abdul Kalam
Lucknow, India
06.2013

Skills

  • Analytical and Methodical
  • Collaborative Team Player
  • Issue Resolution
  • Process Refinement
  • Troubleshooting Network Issues
  • Critical Thinking
  • Process Optimization
  • Problem-Solving Ability
  • Calm and Professional Under Pressure
  • Policy and Procedure Adherence
  • Training and Development
  • Sales Strategies

Accomplishments

  • Customer Champion "Star Performer" - Adobe Jun 2019
  • Adobe Capabilities award "Be Focused" - Adobe Mar 2022

Certification

  • Adobe Adobe Certified Expert (ACE) - Adobe Lightroom
  • Adobe Certified Expert (ACE) - Adobe InDesign
  • Career management program (CMP)
  • Sales Essentials Certificate
  • Customer Relations management
  • Persuasive Speaking Skills
  • Empathy & Adaptability

Activities and Interests

  • Managing photography in Adobe Escape events and designing teasers/mailers for these events. Also, worked as a core member for more than 3 years in Adobe Escape Team.
  • Volunteered in several Adobe Employee fund raising activities to support the Non-profit organizations.
  • Active member of Adobe Corporate Social Responsibility team.

Additional Information

Monday - Open

Tuesday - Open

Wednesday - Open

Thursday - After 12 PM till closing

Friday - After 12 PM till closing

Saturday - After 12 PM till closing

Sunday - Open

Timeline

Senior Technical Support Consultant

Adobe
03.2015 - 07.2023

Technical Support Executive

Dell Technologies
06.2013 - 03.2015

Technical Support Executive

HCL Infosystems Ltd
09.2012 - 06.2013

Ontario College Graduate Certificate (PG) - Information Technology Business Analysis

Conestoga College Institute of Technology And Advanced Learning

Bachelor of Science - Computer Science

APJ Abdul Kalam

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Swyam Prabha Ojha