Customer Service Technical Support

Prashant Pandya

** ***** ***** ****, ******** ON L6P 1K3

Contact: Cell-647-***-**** Home-905-***-****

Email: aca82h@r.postjobfree.com

OBJECTIVE

Responsible and highly organized individual thriving to pave a way in the field of customer service and in

the field of Information Technology with over 4 years of experience.

CORE COMPETENCES

Communication & Administrative Skills:

• Excellent interpersonal and communication skills both verbal and written also in technical

language

• Ability to work as a Customer Services Representative (CSR) with excellent customer service

• Client service orientation, driven to help clients meet needs or resolve issues

• Information-seeking skills - the ability to probe, find out more and improve understanding

of a client’s situation or issue

• Deliver desired quality work under tremendous pressure of deadline

• Strong inclination to listen first, respond second; ensure client needs are accurately

understood and an appropriate response provided

Technical and Computer Skills:

• Sound familiarity with Windows 2000/XP/Vista/7 at the user level, including user and

application installation

• Knowledge of Microsoft Office Suite, Lotus Notes, Active Directory, Same Time, Printing

and Windows-networking

• Familiarity with Intel-compatible hardware (Dell, HP & IBM)

• Ability to maintain a reliable and methodical approach to support and documentation

• Knowledge of Windows server 2000/2003, Microsoft Active Directory, DNS, DHCP, TCP/IP,

MS Exchange server

• Ability to build and configure machines, hardware& troubleshooting

WORK EXPERIENCE

Alpine Access (Oct 2012 – To-date)

Rogers Wireless – Technical Support

• Currently support approximately 200 different types and models of smartphones including

blackberry, iphone and samsung devices

• Actively participated and fruitfully completed comprehensive training program

• Troubleshooting issues as per customers' complaints

• Promptly resolved customers' issues using various tools

• Meeting all parameters e.g. quality, stats, troubleshooting, resolution etc.

• Tested 96% in quality under brutal testing measures by Rogers

• Having 89-90% resolution rate based on 7-14 days call back ratio tested by Rogers

SMT Direct (Call centre-Part time) (January 2012 –

Oct 2012)

• Placed courtesy calls to new customers

• Offered them solutions to match their needs

• Offered upgrades where necessary

Ethos Communications-(Media and Marketing Company) (July 2010 –

Dec 2011)

Business Development Executive for Wind Mobile

• Appointed more than 125 store owners as Wind Counter Top Retailers -Canada wide to establish

the Retailers’ Network

• Trained all the retailers on the CAP (Customer Activation Portal) for the on line activation

process to make the activation processes fast and effective

• Provided support for computer set-up and training for the activation software

•Identify, isolate and repair computer equipment showing wear and tear as well as during preventative

maintenance routines

Teleperformance Canada-(Call Centre)

Technical support for Rogers Wireless (September 2008 –

March 2009)

• Provided desktop support for agents by phone as needed to minimize downtime

• Coordinate testing, upgrade and configuration of system files and services. Ensure changes are in

accordance with appropriate operating procedures

• Took corrective actions as appropriate to ensure that scheduling standards are being adhered

• Monitored all business queues using CMS (Avaya)

• Monitored the agents’ statistics to ensure that agents are within acceptable thresholds

• Generated reports using MS Excel for internal and external clients

• Documented all the calls in the company's ticketing system and ensure that each agent gets the

ticket number

• Ensured that the ticket should be created for the relevant department in order to resolve the issue

in a stipulated time-frame

Customer Care Representative for Rogers Wireless (October 2007 – August

2008)

• Utilized effective communication skill to serve and retain customer with ownership

• Demonstrated expert understanding of products & programs to effectively resolve customer

inquiries

• Provided effective solution that meets customer satisfaction within business parameters

• Handled high volume of customer inquiries focusing on creating a positive experience

Satyam Computers – Call Centre- India (March 2002 –

May 2007)

Technical Support for IBM

• Co-ordinated testing, upgrade and configuration of system files and services. Ensured changes are

in accordance with appropriate operating procedures

• Took corrective actions as appropriate to ensure that scheduling standards are being adhered

• Monitored the agents’ statistics to ensure that agents are within acceptable thresholds

• Documented all the calls in the company's ticketing system and ensured that each agent gets the

ticket number

• Ensured that the ticket should be created for the relevant department in order to resolve the issue

in a stipulated time

EDUCATION

Canadian Business College Diploma in Accounting and MS Office (2009)

Ahmedabad Management Association Diploma in Computer Engineering (2000)

Gujarat University, India Bachelors of Commerce (1994)

References can be provided upon request

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