TAMESHWAR SOMWARU
Ottawa,ON
Summary
Proactive, business-driven professional with over 10 years of expertise in Xerox production equipment and solutions, dedicated to delivering exceptional customer satisfaction. Possesses a strong background in technical support, networking, and customer service, enabling the ability to tackle challenging roles while implementing effective solutions efficiently and cost-effectively. Committed to fostering a growing career within the company while maintaining a high level of industry-standard expertise and productivity. Proven track record of enhancing customer experiences and driving operational success through innovative problem-solving and a customer-centric approach.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Service Manager
Xerox Canada
Ottawa
09.2022 - Current
- Provide strategic leadership to Technical Service teams
- Foster a culture of continuous learning and development
- Promote a safe, inclusive, and values-driven workplace
- Drive alignment and accountability through communication and feedback
- Build and maintain executive-level client relationships
- Manage SLAs, KPIs, reporting, and issue resolution
- Coordinate support resources for seamless client experience
- Drive client satisfaction and long-term retention
- Ensure delivery of contracted services and SLA achievement
- Lead operational planning and continuous improvement
- Manage financial performance including P&L
- Execute cost management, innovation, and growth initiatives
- Ensure compliance with audit and reporting standards
- Optimize workforce planning and resource utilization
Technical Service Representative – Production Lead
Xerox Canada
Toronto
09.2016 - 01.2022
- Effectively and efficiently respond to machine service calls.
- Resolution of all customer technical/connectivity issues in a timely manner, engaging the necessary resources as required to satisfy our customer's needs.
- Support the resolution of complex network/connectivity/applications issues or engage whatever resources may be necessary to satisfy our customer's needs.
- Assisted customers with software installation and company’s server troubleshooting.
- Travel to escalation sites to assist or provide direct service to our customers and team members, conduct technical communications meetings and facilitate the distribution and review of technical information.
- Review poor performing machine data and develop corrective action plans.
- Demonstrate effective Interpersonal Skills (needed for Customer problem resolutions & Sales interaction).
- Ability to install and support ongoing maintenance of Digital Front Ends (DFE) both hardware and software on the customers network.
- Provide support, direction and coaching to service team with performance improvements.
- Maintain client network of copiers, computers, printers and configured IP addresses.
- Successfully completed training for Xerox production equipment.
IT Service Desk Specialist
Bell Canada
Toronto
10.2014 - 07.2016
- Providing technical assistance and support for incoming queries and issues related to computer systems, software and hardware
- Maintaining documentation for all Service Desk and end user processes and procedure
- Contribute to process improvement and provide coaching and mentoring of peers, where needed
- Responsible for improvements, upgrades and performance of security administration
- Installing, configuring, upgrading, optimizing, and maintaining MS
- Resolving technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Troubleshooting and resolving issues with applications and software used by employees
- Running reports to determine malfunctions and devising a solution to resolve issues
- Support end users in their use of applications such as Microsoft Office, VPN, Citrix
- Providing and updating daily to monthly service desk metrics reporting
- Assist other IT or Technical groups as required (Networking projects)
- Follow SLA’s when providing support for desktops, software, printers and applications
Accounts Resolution Specialist
Bell Canada
Toronto
09.2011 - 10.2014
- Answering and resolving customer’s inquiries and technical issues
- Acting in a supervisor role in assisting employees and customers
- Assisting customers with technical problems with TV and receivers
- Diagnosing and resolving technical hardware and software issues involving internet connectivity, email clients and IPTV
- Working with Bell TV applications, products, services & processes
- Activating new receivers for new or existing Bell TV customers
- Upgrading and downgrading TV programming for existing customers
- Setting up new accounts and upgrading receiver software
Education
BA - Information Technology
University of Ontario Institute of Technology
Toronto, ON05-2014
OSSD -
Pope John Paul II High School
06-2008
Skills
- Experienced in Word, Excel, Outlook, and Teams
- Interpersonal relationship management
- Client relationship management
- Effective under pressure
- Team-oriented and self-sufficient
- Strategic workload management
- Strong analytical skills
- Timely and dependable
- Strong organizational skills
- Dedicated and driven individual
- Results-driven
- Database administration in SQL Server
- Windows7/Windows8/Windows
- Microsoft Net, Windows, Unix
- Networks: VPN, LAN/WAN
- Microsoft Office including MS Outlook
- IT Service Management tools
- Active Directory Domain Service (AD DS)
Certification
CISCO CCENT and CCT certified 2014
Languages
English
Timeline
Technical Service Manager
Xerox Canada
09.2022 - Current
Technical Service Representative – Production Lead
Xerox Canada
09.2016 - 01.2022
IT Service Desk Specialist
Bell Canada
10.2014 - 07.2016
Accounts Resolution Specialist
Bell Canada
09.2011 - 10.2014
BA - Information Technology
University of Ontario Institute of Technology
OSSD -
Pope John Paul II High School