MEGHA PUNDIR

adrtx5@r.postjobfree.com,+1-514-***-****

Apartment 4-315,rue Rielle,Verdun,Montreal, Quebec

PROFESSIONAL SUMMARY

Personable and knowledgeable IT support technician with over 3 years of experience assisting customers with various hardware and software related issues. Provided in-depth technical support to clients at a Tier 2 level, solving 99.2% of issues without transferring to Tier 3 support. Also worked in defense sector as a Technical content writer

Restructured complicated software and technology documentation for clients.

Significant SKILLS

•Technically sound with all administrative tasks.

•Phone & Email Technical Support

•Well Versed with computer application like excel, word & outlook express for mailing & internet surfing. Power Point Windows, Android.

•Quick learner and adaptive to variable jobs within the work environment

•Multitasking with multiple customers at the same time.

•Software Troubleshooting & Problem Solving

•Ability to verbally communicate with people inside and outside of organization

•Understand the commercial realities affecting the organization.

•Gather information systematically to establish facts and principles.

•Able to plan activities and carry them through effectively.

•Adapt successfully to changing situations and environments.

•Manage time effectively, prioritizing tasks and able to work to deadlines.

WORK EXPERIENCE

Technical Content Writer Sep,2020-July,2021

Ministry of Defense, DELHI INDIA

Edit documentation for clarity without changing key information.

Conduct research on the specified area of topic.

Ensure projects are completed on time and meet quality standards

Implement comprehensive technical documentation, feedback, and changes whenever possible

Create technical documents that convey accurate messaging for the project

Suggest best practices and optimizations throughout content generation projects

Gather and analyze technical and product information from various sources to document new or changing product functionality.

Write, format, edit, review, and proof procedural and technical information for technical and nontechnical users.

Assist in planning, scheduling, and tracking documentation work to meet product release dates and client deliverables.

Customer Service Representative

ERNST & Young, INDIA Jan,2018-Aug,2020

Responsible for trouble shooting, technical assistance, and escalation of approximately 300 phone

Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and canceling services.

Coordinated with Level 1 technical support specialists to take over calls outside their level of support.

Inform clients regarding the estimated time required to analyze the problem

Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length

Take initiative to assure that corrective action is completed.

Trained new employees in how to use EPBAX, entering customer data and organizing customer interaction logs

Research complicated cases without prompting to provide more comprehensive service to customers

Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket employee

Making escalation outbound calls to resolve customer queries.

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Sending out EOD (end of day) report and SOD (start of day) report to the client.

Receiving large amount of incoming chats and call the needed parties to solve the ticket.

EDUCATION

Master of Business Administration Jun,2013-July,2015

UPTU University,INDIA

Major: Finance

Minor: Marketing

Bachelor of Business Administartion Jun,2009-Aug,2012

CCS University, India

ADDITIONAL TRAINING_& CERTIFICATION

Finished Level A1.1 certification in French

ACCOMPLISHMENTS

Trained two administrative assistants during a period of company expansion to ensure attention to detail and accuracy of work.

Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free.

Wrote 1000+ word assignments according to instructions.

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