Sign in

Customer Service Support

Montreal, Quebec, Canada
January 11, 2017

Contact this candidate

JAYANTH MADDI 514-***-****


Looking for a challenging and rewarding position that will allow me to demonstrate my skills, experience, to learn new skills and continue positive contribution to the organization


5+ years of experience in resolving customer’s technical issues via phone and email using technical knowledge and manuals through web based applications ensuring Service level agreement, SLA is met or exceeded with quality

Excellent interpersonal and communication skills, well-organized, punctual and excellent time-management skills

Excellent convincing and selling skills

1+ years of sales experience,Met and exceeded sales targets

Detail and customer service oriented

Strong ITIL understanding and implementation experience and Eager to learn new software

Extensively worked on Remedy, Service Now, Service manager 9, Fusion and Peregrine,

Processing and tracking progress of customer email requests


Operating Systems Windows 7, XP, 2000, MS DOS


Computer System Technician (Advanced Diploma) April 2010 to April 2012

Centennial College, Toronto


IOS CALL CENTER April 2016 – Oct 2016

Customer service and sales, Montreal

Handle inbound calls from existing and potential customers

Awarded by IOS management as most valuable agent

Process orders from existing customers very courteously

Did sell value packs, renew contracts, sell new mobile phone line to existing customers

Offer solutions to customers who encounter technical difficulties

Suggest new products to customers that are better suited to their needs

Give customers a matchless customer experience

CANADIAN PACIFIC RAILWAY (contract) Nov/ 2014 –Apr/2015

Service Desk Analyst, Calgary, AB

Providing excellent customer service with approximately 75% first call resolution

Supporting 3000+ CP employees from all over Canada and USA

Handle calls with train delays and revenue loss as priority 1,escalate and engage appropriate teams accordingly and Document data reported by crew managers to optimize trains fuel activity

Providing break fix support for application, outlook, Microsoft office suite and F5 connectivity issues

Using technical manuals and support documents to investigate and resolve the issues

Log every call received (resolved and assigned to other teams) to maintain a problem/solution log and

To trace the status of the tickets logged in HP Service Manager 9

JAYANTH MADDI 514-***-**** Page 2

Follow up on tickets with users to ensure customer satisfaction and to check if issue is fixed to the user’s expectations

Supported IOS devices through mobile iron application

Troubleshoot exchange related issues on i-phone and blackberry and setup exchange accounts

Log unhandled interactions in HP service manager9 and escalate to other departments/fix accordingly

Close tickets in a timely manner ensuring SLA(Service Level Agreement) is met or exceeded

WESTJET (Contract) Feb/2014 – July/2014

Service Desk Analyst, Calgary, AB

Provided end user training and excellent customer service

Created, modified and disabled Active Directory accounts

Used system management tools to remotely deploy, push and upgrade software packages

Diagnosed, troubleshoot and resolved issues related to Outlook 2010, Citrix, SharePoint 2010

Direct client support in addition to support over the phone,emails and voice mails

network printers, mobile devices, VPN, airmail configuration and other desktop applications remotely

Created service Now request from the calls/emails/voice mails queue

Add/remove user to a group

Followed triage for various IT requests to ensure the correct group receives the request

Worked as a team and Carried out documented technical troubleshooting procedures

Tracking of IT loaner assets and maintained inventory records

Worked on additional technical tasks assigned by the team lead/manager of the service desk team

Basic support for tablets, iPhones, androids, mac books for network connectivity

Provided 24/7 IT support for all west jet employees,vendors and support for level 2 TSA agents

HEWLETT PACKARD (Contract) Mar/2013 – Oct/2013

IT Op’s Support Analyst, Calgary, AB

Served, Government of Alberta clients from all ministries, police services and service Alberta registry clients ensuring the clients happiness and issue is resolved

Responsible for analyzing and meeting / exceeding all required service requirements providing live support to problems via phone

Troubleshoot and fix network connectivity, computer and printer related issues remotely, over the phone and coordinated with the network team

Accessed internal knowledge base provided by client, internet and intranet to resolve the issue

Installed anti-virus software and ensure virus definitions are up to date

Escalate problems to the second level team when required by recording all the troubleshooting performed

Performed client call backs to ensure the issue is permanently fixed

Used and managed the ticketing tool ITSM, Remedy to attend assigned tickets complying with aging tickets and policies

Resolved and worked on 25 tickets per day on an average

Took initiative in documenting the solutions for fixed problems to facilitate colleagues

Provided first level support for Blackberry and android phones and Worked with software push team to fix client issues faster

Analysis of business requirements, configuration of 3rd party software implementation of infrastructure solutions, creation of documentation, testing and maintenance of applications, support and maintenance of infrastructure and information systems

Support and troubleshoot Citrix & VPN issues on a daily basis

Process IMAC (Install, Move, Add, and Change) Service requests

Use Active Directory to unlock accounts, SSPR tool to password resets and enable accounts

Setup and Configure outlook 2010, troubleshoot issues related to mailboxes and escalate

Provide RSA FOB activation and new account setup

JAYANTH MADDI 514-***-**** Page 3

Working within the Information Technology function, obtaining resources and working in support of objectives and strategies

Identification, development and prioritization of support services as per criticality

Support Microsoft office applications such as outlook, MS Office suite, Share Point

Worked on TASKS from the queue ensuring the queue is clear

ROYAL BANK OF CANADA Summer Internship May/2011 – Aug/2011

Technology&Operations, Technical Systems Analyst, Toronto Rehire, Part time Sep/2011– April/2012

Rehire, Full time May/ 2012 – Oct/ 2012

Created new user accounts / operator accounts and giving access to desired group of

employees or an individual from a particular group. To perform this action the following information is required. Organization, division and unit of the employee. Based on access roles and the access group, the profile of employee can be determined, (developer, tester or user)

Documented and updated technical PRP’s (problem resolution procedures) for future references

Implemented patches and hot fixes through code drop process, when changes are made to the code by developers as per the requirement

Identified root causes and corrected operational problems as a part of Incident Management team

Maintain and support source code movement from development to testing

Added roles to the profiles of SAP users who require certain authorizations to perform their duties

Assigned HP Service Manager (Peregrine) incident and problem tickets which deal with tracking application issues in Production environments

Assist Business Analyst in attending requirements gathering sessions with the RBC Law Group

As part of the Change Management Process, implement code for the PEGA platform into the pre- production environments: Quality Assurance (QA) environment, User Acceptance Testing (UAT) environment, Integration System Testing (IST) environment, Production Support (PS) environment

Performed SAP transport change requests from the Human Resources Development (HRD) environment to Human Resources Quality (HRQ) environment which involved transfer of data from development environment to quality (testing) environment after which changes are implement in the Production environment

Involved in IT Communications such as Release Contents/Issues, Outage Reports, Pager rotation and Shift Reports, high severity ticket notifications

Performed accessibility testing for visually challenged people as a part of Technology Integration project

Monitored Ascent Capture server processes, which deal with storing documents into the database that are scanned by users in the branches, to ensure process are not hung or inactive. Restart when necessary

Designed Physical and Logic View Visio diagrams of the new Interwoven Infrastructure and attend weekly status meetings


Technical Support and sales Specialist, Pune, India Sep/ 2008 – May/ 2010

Provided first level voice technical support for U.K customers of British Telecom giant Talk Talk (formerly Tiscali) and Served irate customers, ensuring a positive resolution to their problem

Engaged with customers, performing troubleshooting of issues regarding broadband connectivity for wired and wireless devices, routers and modems

Did reach and exceed sales targets by selling modems and routers

Used web-based tools to check connectivity between Telecom Exchange Server, customer premises, router and computer

Earned high regard and reputation for not only doing my job but also mentoring and training other members of the team. Prepared and provided daily and weekly status reports to team lead

Contact this candidate