Zeenat Thakur
Edmonton,AB
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Enthusiastic team player ready to contribute to company success.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical support advisor
TELEPERFORMANCE
08.2022 - Current
- Provide technical support regarding installation, operation and maintenance of Operating systems, cloud, desktop, laptops, printers, and applications as well as answer other types of inbound customer queries via calls and emails
- Identify, investigate, and resolve end-user IT concerns, encompassing password resets, software queries, hardware issues, and internet connectivity problems
- Served as primary point of contact for triaging technical issues.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Evaluated technical control manuals and operational documentation, diagnostics tools, user guides, editing content for clarity and compliance with company standards.
- Build and maintain positive customer relations by offering personalized solutions and ensure requests are handled appropriately by coordinating with various functions within company and maintain account security and confidentiality
- Schedule service calls and follow up with customers/clients
- Perform data backups and disaster recovery operations
- Review and evaluate outputs tracked in ticket system metrics, communicate, and collaborate in Microsoft teams with colleagues, and maintain workflows
- Supervised and provided training to new hires as group of 4-5 people.
Troubleshooting Expert
AMAZON FULLFILMENT CENTER
06.2020 - 05.2022
- Address and resolve technical challenges faced by associates regarding inventory
- Resolve product and service-related issues
- Utilize Excel and word for precise and efficient issue tracking and resolution
- Co-ordinate and organize product assembly over 5000 products per day
- Support safety and quality control initiatives, addressing potential hazards and maintaining high product standards
- Analyze data and KPIs to proactively identify and address issues, aiming for continuous process optimization
- Conduct root cause analysis and develop sustainable solutions for recurring issues, ensuring smoother operations.
- Assisted company administrators with accessing and viewing available reports.
Education
Software Engineering Technician -
Centennial College
Toronto, ON08.2021
Non-Medical -
BCM Senior Secondary School
India05.2019
Skills
- Excellent proficiency in MacOS, Linux, Windows OS/Microsoft Office
- Object oriented programming, analysis, and design
- Strong analytical, database design and data modelling skills
- Use of software management tools (GitHub Jira)
- Mathematical aptitude and data entry (technical writing)
- Troubleshoot Internet, LANs/WANs and TCP/IP
- Fluency in communication
- Technical Support Triage
- Customer Service Expert
- Detail-oriented and quality assurance
- Analytical approach
- Team Collaboration
Certification
Google certificate: Foundation of cyber security
Timeline
Technical support advisor
TELEPERFORMANCE
08.2022 - Current
Troubleshooting Expert
AMAZON FULLFILMENT CENTER
06.2020 - 05.2022
Software Engineering Technician -
Centennial College
Non-Medical -
BCM Senior Secondary School
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