Tushar Gupta
Ottawa,ON
Summary
Highly skilled IT professional with 3 years of experience in technical support, seeking to contribute my expertise in troubleshooting, system administration, and exceptional customer service to a dynamic IT support role. Dedicated to delivering efficient solutions, enhancing end-user satisfaction, and ensuring the smooth operation of IT infrastructure
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Eclaro
02.2023 - Current
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Security Professional
Allied Universal Security Services
01.2022 - 12.2022
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Monitored property and investigated areas of suspicion.
- Recorded incident reports with detailed accounts of occurrences.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Drafted reports of property damage, theft, accidents, and unusual occurrences to document daily activities and irregularities.
Customer Service Representative - Remote
Matrix Networking
01.2020 - 06.2022
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Computer Science
University of People - Distance
Remote06.2026
Associate of Science - Computer Systems Technician
Algonquin College
Ottawa, ON02.2023
Skills
- Technical troubleshooting
- Customer service
- Hardware and software support
- Network administration
- Operating system installation and maintenance (Windows, macOS)
- Active Directory and Exchange Server management
- Hardware and software inventory
- Backup and disaster recovery
- Security protocols and antivirus solutions
- IT policies and procedures
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Full Professional
Certification
- AWS Cloud Technical Essentials
- Introduction to Technical Support - IBM
- System Administration and IT Infrastructure Services - Google
Timeline
Technical Support Specialist
Eclaro
02.2023 - Current
Security Professional
Allied Universal Security Services
01.2022 - 12.2022
Customer Service Representative - Remote
Matrix Networking
01.2020 - 06.2022
Bachelor of Science - Computer Science
University of People - Distance
Associate of Science - Computer Systems Technician
Algonquin College
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