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
Scarborough05-2025
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