Customer Service Technical Support

NISARG SHAH

Technical Support

***-*** *** **** ****, Etobicoke, M9C 4Z3

Tel (M):647-***-****

Email: ************@*****.**

Innovative IT professional who resolves complex problems with basic technology, getting the most from company’s technology investment. Skilled at breaking complex issues into understandable and executable tasks.

PROFESSIONAL SKILLS

Strong interpersonal Communication SkillsSuperior analytical and problem solving skills with ability to make decisions.Self-motivated and adaptable to work with minimal supervision.An unwavering commitment to customer service, with the ability to build productive relationships and resolve complex issues.

EXPERIENCE

Financial Customer Service Representative August 2011-Present

D+H, Toronto

Currently dealing with the campaign of President’s Choice Financial Mastercard.Recognize, analyze, and interpret customer inquiries to establish objectives. Identify customers’ needs, and independently resolve disputes received from existing credit cardholders, branches, other financial institutions and potential customers.Listen to the customer’s questions or concerns to identify, investigate and resolve, or take action to resolve the issue(s) using empowerment, well thought out judgments, decision-making skills and product knowledge.Recently won an ipad for a cross sell campaign over all the sites.Top performer of the site for two consecutive months and recognized for highest quality.

Technical Support Analyst Aug 2009-Feb 2011

Collabera Technologies, India

Provided first-level technical support for global IT infrastructure supporting 6000+ employees, including overseas. Troubleshooting of hardware, software and also connectivity issues for a mixed Linux, Windows NT/2000 and mainframe environment. Expense Processing and E-Procurement systems support.Provided timely resolutions to support mission-critical application users and accepted assignments with an open, co-operative, positive and team oriented attitude.Provided first level administration of Linux based email systems.Consistently recognized for Superior Performance.Proactive identification of potential areas for wide system outage and initiation of analysis and resolution.Monitored master hardware and performance consoles. Maintained critical data feeds.Coordinated and implemented Change Control in collaboration with technical teams.Optimized systems performance and spool utilization. Responded to system hardware/software error messages, storage and hardware configuration problems.Provided after hours support for Network, Help Desk and NT Client/Server environments.

TECHNOLOGY PORTFOLIO:

Web Development: Asp, PHP, Flash, Apache

Operating Systems: Windows 2000 Server, Windows XP and 7, Linux and Mac

DBMS MS SQL Server 2000, Oracle, MySQL

Hardware/Infrastructure Servers, routers, switches, DNS, Vlans, TCP/IP, VOIP

Applications MS Office 2007, Anti-virus

EDUCATIONCompleted Bachelors in Computer Engineering from Gujarat University, India.

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