Summary
Overview
Work History
Education
Skills
Timeline
Generic

VISHWA PRAJAPATI

Scarborough,Canada

Summary

  • Experienced technical support specialist with expertise in Tier 1 and Tier 2 support, system administration, and IT troubleshooting.
  • Skilled in Windows Server (2016/2019), Ubuntu/Linux, Active Directory, and Microsoft 365 administration.
  • Strong knowledge of networking protocols (TCP/IP, DHCP, DNS, VPN, VLANs), and Cisco routing/switching (Packet Tracer, GNS3).
  • Hands-on experience with ticketing systems (ServiceNow, Jira, Zendesk), and remote desktop tools (RDP, TeamViewer, AnyDesk).
  • Applied ITIL methodologies to incident, problem, and change management while ensuring SLA compliance.
  • Proficient in documentation and knowledge management using Confluence, SharePoint, Microsoft Office Suite, and SOP writing.
  • Demonstrated customer service excellence in Canada as a Customer Service Representative at Angus Glen Golf Club, handling CRM systems, POS tools (Moneris, Square), and client conflict resolution.
  • Recognized for strong communication, analytical problem-solving, time management, and adaptability in fast-paced, team-driven environments.
  • Proven ability to balance technical expertise with client-focused service delivery, ensuring user satisfaction, and operational efficiency.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

Angus Glen Golf Club
Markham, Canada
04.2023 - Current
  • Delivered high-quality customer support to 150+ guests per shift, handling inquiries, complaints, and service requests with professionalism and empathy.
  • Utilized POS systems and payment tools (Moneris, Square) to accurately process transactions while maintaining accountability.
  • Managed customer reservations, scheduling, and event coordination using booking tools and CRM platforms.
  • Documented customer interactions, feedback, and service requests in digital logs for seamless handoffs between shifts.
  • Provided technical troubleshooting support for event-related equipment (projectors, Wi-Fi, sound systems).
  • Demonstrated conflict resolution and problem-solving skills, maintaining a 95%+ guest satisfaction rate.
  • Collaborated with cross-functional teams using Microsoft Office 365, SharePoint, and Teams, applying communication, adaptability, and time management skills.

Technical Support Specialist

TechnoML
Gujarat, India
09.2021 - 10.2022
  • Provided Tier 1 and Tier 2 technical support for over 200 end-users, troubleshooting hardware, software, and networking issues via phone, email, and the ServiceNow ticketing system.
  • Administered Windows Server (2016/2019) and Ubuntu/Linux environments, including user and group management via Active Directory and Microsoft 365 administration.
  • Configured and maintained VPN connections, DHCP/DNS settings, and LAN/WAN connectivity for both on-site and remote employees.
  • Utilized RDP, TeamViewer, and AnyDesk to resolve user issues efficiently while maintaining high customer satisfaction scores.
  • Documented incidents, resolutions, and root cause analyses in Confluence and SharePoint, improving knowledge base resources for future issue resolution.
  • Applied ITIL methodologies for incident management, prioritizing tickets based on SLA requirements.
  • Collaborated with network engineers to deploy and troubleshoot VLANs, Cisco routing/switching, and virtualized environments (VMware).

Education

Associate of Applied Science - Computer System Technology- Networking

Centennial College
Scarborough
05-2025

Skills

  • Windows Server
  • Ubuntu/Linux
  • Active Directory
  • Microsoft 365 / Office 365 administration
  • Remote desktop tools
  • Ticketing systems
  • Virtualization
  • tcp/ip
  • DHCP
  • DNS
  • VLANs
  • Lan/wan setup and troubleshooting
  • VPN configuration and support
  • Cisco routing and switching
  • Microsoft Office Suite
  • Confluence, SharePoint
  • Ticket documentation and reporting
  • Process documentation and SOP writing
  • ITIL v4 Foundation
  • Service desk operations and best practices
  • Root cause analysis
  • SLA management
  • Strong communication
  • Active listening
  • Customer service and relationship building
  • Analytical and problem-solving skills
  • Time management and prioritization
  • Team collaboration
  • Adaptability and continuous learning

Timeline

Customer Service Representative

Angus Glen Golf Club
04.2023 - Current

Technical Support Specialist

TechnoML
09.2021 - 10.2022

Associate of Applied Science - Computer System Technology- Networking

Centennial College

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VISHWA PRAJAPATI