Technical support

Husaina Attarwala 825-***-****

Calgary, AB ********.*********@*****.***

Summary of Qualifications

●Proficient in taking over high volume (50+) customer phone calls professionally and courteously

●Professionally clarify customer concerns and try to solve them before escalating them to the team lead

●Ability to multi-task under pressure and successful at handling multiple responsibilities

●Proficient in using ticketing software for Incident management and documentation

Technical Skills

Operating Systems

Windows, Android, iOS, Mac OS, Linux

Networking and Security

LAN, WAN, DHCP, DNS, FTP, Subnetting, Routing and

Switching, Packet Sniffing (Wireshark), Active Directory Server

Applications & Tools

ServiceNow, Microsoft Office 365, Google Sheets Gantt Charts

Tools

VMware, G Suite by Google, Packet Tracer

Project Management

Fundamentals

Agile, Waterfall, Scrum, and Gantt Charts

Education & Certifications

Google IT Support Professional Certificate May 2022

ServiceNow Certificate May 2022

Junior IT Analyst Program Jan 2022 – May 2022

NPower Canada Calgary, AB

14-week intensive online class training on the fundamentals of computer technology, and project management essentials.

●Configure device operating systems including Windows and Linux, while configuring disk partitions and filesystems

●Troubleshoot and problem solve core service and support challenges while applying best practices for documentation, change management, and scripting

●Support basic IT infrastructure and networking, including DNS and DHCP, applying standard protocols with TCP/OP communications

●Configure and support PC and IoT device hardware

●Manage an organization’s computers and users using Directory Services, Active Directory, and OpenLDAP

●Learn how to lay the foundations for successful Agile projects using methodologies and tools such as Scrum, Kanban, and Gantt Charts

●Develop a complete understanding of the Agile project management lifecycle, key techniques, and deliverables

Bachelors of Business Administrations Jun 2016 – May 2019

GH Raisoni College of Management Nagpur, India

Work Experience

Technical Support Specialist Feb 2023 - Current

ecobee Calgary, Canada

Provide Comprehensive customer support for Smart home technology using Salesforce and Amazon Connect to track and resolve customer queries

Conduct Product troubleshooting and support using extensive knowledge of IoT devices and home automation systems

Providing RMA / Warranty Parts Order Submissions and following up on fulfillment

Providing support with Wi-Fi and network related issues

Case creation and documentation of resolving incidents, reporting bugs, support escalations

Superior verbal and written communication skills while contributing strong customer service experience. With ability to approach problems with empathy, adapt to change, and successful solutions for customer success

E-Commerce Advisor Jun 2022 – Nov 2022

Mosaic Calgary, Canada

●Analyzed the entire course of the e-Business dealership and provided related guidance to management.

●Managed strategic site redesign to improve brand messaging, engage new users, and improve conversion.

●Coordinated affiliate, referral, and social media programs to spur growth and attract new users to the brand. Increased referral traffic by 75% and increased new visitor traffic by 9%.

●Built relationships with vendors to manage all eCommerce technology partners. Integrated several third-party technologies: site search, and email marketing.

●Regularly reviewed competitive websites in terms of product range, marketing initiatives including functionality, and customer offerings.

●Shared Educational material on cybersecurity and readiness planning.

●Trained from corporate partners such as Bookmark, Lightspeed, Shopify, and Square Online equipping to support small businesses with growing their business online.

●Used HubSpot to maintain deals and all the details and statuses of those deals.

Customer Service Representative Nov 2019 – Apr 2021

K.K Traders Mumbai, India

●Assisted store guests with all client concerns, including replacement, refunds, returns, and service warranties resulting in increased customer retention.

●Effectively supervised day-to-day front-end operations of a busy customer service department leading in 100% attention to patrons and effective problem-solving on their issues.

●Created, edited, and altered client service strategies and procedures in an agile manner to best deliver a satisfying experience of 60% for all store customers.

●Increased customer retention by 15% and added new customers increasing the company’s supply by 20%.

●Built sustainable relationships and trust with client accounts through open and insightful interactions leading to the seamless integration of trust within the business.

●Proficient in communicating courteously with customers through various platforms such as telephone, email, and face-to-face leading to better follow-ups with customers.

Contact this candidate