Contact #: +1-647-***-****; E-mail: firstname.lastname@example.org Career Objective
Passionate and dedicated Technical support engineer seeking for a career that would enable my skills in troubleshooting, analyzing and resolving complex technical issues with extensive knowledge of database, development and networking skills.
1+ years of relevant experience in Technical Instructor in Hatch Coding with multiple schools in Toronto
2+ years of relevant experience as a Technical Support Analyst with product-based companies
Well versed with implementation of network management using TCP/IP, DNS, DHCP, Subnetting, Installation of Windows Client and Server operating system, Printers and VPN, Configuring and troubleshooting systems and applications
Hands on experience with Routing and Switching techniques and Tunneling methods
Extensive knowledge in database (Oracle SQL Queries), development and in debugging of Web and Mobile Application
Experienced in tracking ServiceNow Tickets, record issues and documenting root cause analysis
Serving as a Guest Service Representative at a Petro Canada
Been appraised by management for my Performance and been awarded for the same TECHNICAL SKILLS
IPv4 Configuration and Subnetting, DNS, DHCP Microsoft Tools
Networking Protocols: TCP/IP, HTTP, FTP, SMTP Microsoft Project 2010
Routing and Switching Techniques Tunneling Methodologies
Microsoft Windows Client/Server OS Version Control: GitHub, Bitbucket
Microsoft Active Directory 2008 Jira, Selenium
1. Guest Service Representative Jan 2019 - Till now
(Petro Canada - Toronto, Canada)
Front line of support for customers and attending customers and handling their queries
Assisted and introduced the new team members to understand the environment architecture and support procedures
Promoting new products and increasing sales
(Hatch Coding – Toronto, Canada)
Managing all the communication with the clients via email
Provide configuration requirements when adding new functionality to existing software applications, when applicable.
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3. Technical Support Analyst Nov 2016 - July 2017
(Plutomen Technologies Pvt Ltd. - India)
Answered calls of customers and provided technical advice and support
Utilized case management tools and provided case monitoring, status updates, documentation and notifications to customers
Assisted in resolving Citrix issues, remote desktop issues, internet connectivity, installing, configure an tune OS & Applications
Provided first and second level support and troubleshooting on company’s network and computer hardware and software issues.
Solved problems related to users’ sessions.
Assisted in the design, installation and support of internal network like LANs, WANs, Wireless network segments, Internet and intranet systems.
4. Technical Support Engineer Aug 2015 - Oct 2016
(Greyline InfoTech Pvt Ltd. - India)
Worked as a Technical support engineer to resolve the issue of database and application support
Develop, test and maintain documented system -procedure/ work instruction - train end users for the inhouse product of Eswasthya.in – Pharmacy online mobile application.
Provide support for the database and network issue of the various application of the company.
Provided details for new products and plans to customers and follow up the case over email to customer to sign up.
Identifies, investigates and researches user questions and problems as well as recognizing, researching, isolating and resolving problems
Information Technology Solutions Sep 2017 – April 2019 Post-Graduation at Humber College, Toronto
Information Technology August 2011 – June 2015
Bachelors of Engineering at Gujarat Technological University CERTIFICATION
Oracle Database SQL Certified Associate August 2019 References available upon request